Want A Healthy Customer Experience Ecosystem? Free Your Workers

A customer experience ecosystem is the product of interactions between a business' employees, partners, and customers. An emerging class of information worker -- employees who use a computer at least one hour per day -- regularly interacts with all of these groups in the course of delivering good customer experiences. The freedom these employees require to effectively and efficiently access information, move as necessary to address business needs, and interact with different members of the ecosystem heralds a new era of technology and information management. This report describes the habits of this new breed and describes the role customer experience (CX) professionals play in enabling these behaviors.