How To Report

A Step-By-Step Guide To Mapping Your Customer Experience Ecosystem

January 29th, 2016
With contributors:
Joana de Quintanilha , Harley Manning , Ben Salamin


Many customer experience (CX) initiatives flounder because companies don’t understand the complex ecosystems that shape their customer experiences. CX ecosystem maps help overcome this problem because they identify what really influences CX, expose the root causes of problems, and enlighten employees and partners about their influence on CX. This report shows CX pros how to create a comprehensive, actionable ecosystem map; identify the right workshop participants; assess the health of the ecosystem; and validate these findings with other stakeholders to fill gaps and correct inaccuracies.

Want to read the full report?

This report is not available for purchase at this time.

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.