Summary
Customer experience (CX) competition is intensifying, and fundamental flaws in ambitious companies’ CX ecosystems are thwarting their efforts to differentiate. To help CX professionals better understand the scope of the challenges they face, we redefine the CX ecosystem in this report and identify best practices for the three initiatives every company should undertake to discover the vision for and master the mechanics of their ecosystems. Finally, we offer practical advice to help CX professionals operate in this new environment.
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