Customer Experience Ecosystem Mapping: The Workshop!

I’ve been talking a lot lately about customer experience ecosystems. And I’ve been getting tons of questions from people who would like to learn the tools and processes for mapping their own ecosystems.

Good news! Paul Hagen and I are hosting a Customer Experience Ecosystem Mapping workshop in San Francisco on Wednesday, November 16. During this full day of presentations, hands-on exercises, and discussions, you’ll learn how to use Forrester’s ecosystem framework to:

  • Detail a specific customer journey and key touchpoints. (If you’ve got them, bring your existing personas and customer journey maps.)
  • Identify the people, processes, policies, and technologies that influence those customer interactions — both the 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.
  • Identify the root causes of customer experience problems.
  • Prioritize fixes to these problems.

You’ll leave with a solid start on your own ecosystem map — and the know-how to complete it back at the office with your extended team.

Ecosystem mapping is a collaborative exercise, and we feel you’ll get the most out of this workshop if a colleague joins you — so we’re offering a 10% discount to companies who send two attendees.

For more details, please check out the Customer Experience Ecosystem Mapping workshop page on our website.

We hope to see you in San Francisco!


Customer Experience Journey Model Background

Hi Kerry,
The report you wrote on "The Customer Experience Ecosystem" has been very helpful in wrapping our minds around the various customer journey models out there that outline the steps a customer takes throughout the lifecycle of engagement with a company. Would you have additional insight as to the background/history of how the customer experience journey model at the bottom of page 3 (Figure 2) came about and the specific steps that were chosen? Was it based on or improved upon other customer journey models or created from scratch? Is it a result of findings on typical customer lifecycles from interviews done with companies in different industries?

Thank you in advance for your insights.

Best Regards,