Forrester Blogs
  • @Ballyfool However, #servicedesign is really pretty different. It's an empathy-driven design discipline focused on broad #CustExp. #CXP11
     — 12:02 PM Jun 22
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  • @Ballyfool Yup, definitely some similarities between BPR & the ecosystem approach - 1 major diff is the focus on customer journeys. #CXP11
     — 12:01 PM Jun 22
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  • @vmontreuil Glad the ecosystem framework got you thinking! :) As you mull it over, let me know if you want to chat! #CXP11
     — 11:53 AM Jun 22
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  • @cgrid3r See my post on @Adage for my initial thoughts on brand & ecosystem. http://goo.gl/fb/hXwWr More to come in a future report! #CXP11
     — 11:50 AM Jun 22
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  • @YahooThurry Yes! Definitely an opp. to include lean and six sigma folks in ecosystem mapping, esp. when digging to the root cause. #CXP11
     — 11:45 AM Jun 22
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  • @Matt_Leopold I haven't done an industry eval, but I often talk to @liveworkstudio, @_radarstation, @hereatEngine & @_Continuum #CXP11
     — 11:41 AM Jun 22
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  • @mkelm Look at size/value of customers they represent. Also consider size/value they'll be in the future vs. now. #CXP11
     — 11:33 AM Jun 22
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  • @SB_416 And yup, my research and first-hand exp show that ecosystem mapping is definitely worth the effort. #CXP11
     — 11:31 AM Jun 22
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  • @SB_416 It IS complex! But if you don't solve the root causes of pain points within the ecosystem, pain will surface again #CXP11
     — 11:29 AM Jun 22
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  • @DoorCounty4001 Yeah, unhappy customers too, as long as they can be constructive during the co-creation sessions. #CXP11
     — 11:25 AM Jun 22
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  • @theaudiguy87 GREAT question! Intertwined at first. But then strategy gets relatively stable, and co-creation continues on. #CXP11
     — 11:22 AM Jun 22
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  • @SamiV Thanks, Sami! Glad you enjoyed it! :)
     — 11:19 AM Jun 22
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  • @jaclynknapp Challenges to co-creation: getting buy-in to do it in the first place, realizing that you can't implement ALL ideas. #CXP11
     — 11:17 AM Jun 22
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  • @jdolfi Competitors influence the actions and decisions of your emps, partners, & custs. They're an external force on the ecosytem. #CXP11
     — 11:14 AM Jun 22
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  • RT @YahooThurry: Touchpoints core of product & servcs, across the D-E-B-A-U-G-R-L livecycle #CXP11 <- Ha, obv never meant as an acronym ;-)
     — 11:10 AM Jun 22
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  • @jenn_peterson Tons of ppl on mats on sidewalk + instructor on the big screen. But no pix. If they're out again tomorrow, I'll snap one!
     — 7:57 PM Jun 21
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  • Improving #CustExp is critical to @OfficeDepot's survival and ability to differentiate, says President of NA retail #CXP11
     — 5:48 PM Jun 21
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  • Great overview of #designthinking by @Fidelity's chief customer officer at @Forrester's #CXP11
     — 12:02 PM Jun 21
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  • RT @Msallen: Wow - @USAA has 97- 98% customer retention #CXP11 #CustExp <- Crazy!
     — 10:19 AM Jun 21
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  • What's all the ruckus outside the conference hotel this early? Oh, it's Times Square yoga! #CXP11
     — 7:45 AM Jun 21
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