Trends Report

How To Move Your Company's Line Of Visibility

Give Customers Greater Control Of Their Experiences By Exposing — And Hiding — The Right Elements Of Your Ecosystem

July 7th, 2015
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
With contributors:
Michael E. Gazala , Corey Stearns , Kara Hartig

Summary

Companies that excel at customer experience make deliberate and intentional decisions about where to place the line of visibility — the conceptual divide in a customer experience ecosystem that separates elements that are visible to the customer from elements that are invisible to them. When deciding where and how to move your line of visibility, customer experience (CX) professionals should use Forrester's identify, design, engineer, and analyze (IDEA) cycle — a four-stage process to ensure success.

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