It’s time to quit pretending that customer experience happens in a vacuum. To truly affect customer experience, we have to take a few steps back and consider the entire experience ecosystem—the web of people, touchpoints, and experiences that combine to define your organization’s intentions for customers and employees.
Embracing the entirety of your unique experience ecosystem leads to rethinking your experience strategy and activation plan.
- Reframe customer & employee experience through the lens of an experience ecosystem
- Embrace the factors that influence an experience ecosystem’s dynamic nature
- Engage practical steps for experience ecosystem strategy and activation