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Posted by Kerry Bodine on August 15, 2011
I’ve just published a new report in response to all the great questions I’ve been getting about the customer experience ecosystem and the process of ecosystem mapping. Here are a couple of the questions (and answers!) from the report.
What is ecosystem mapping?
Ecosystem mapping is a collaborative process that helps companies identify the set of complex interdependencies that shape all of their interactions with customers. Typically conducted in a workshop setting, teams identify and document the people, processes, policies, and technologies that create the customer experience. This includes those parts of the ecosystem that are in plain view of customers as well as those parts that influence the customer experience from behind the scenes.
What benefits should companies expect to get out of ecosystem mapping?
Companies that undertake ecosystem mapping exercises can expect multiple benefits, including:
Check out the full report for answers to these additional questions:
And if you’re interested in learning more about how to map your own customer experience ecosystem, please join my teleconference this Wednesday, August 17, 2011, 1:00 p.m. - 2:00 p.m. Eastern time (18:00 - 19:00 UK time).