Customer experience ecosystem
Customer experience makes a real difference when it comes to winning and keeping customers.
Creating and delivering a customer experience that truly delights is especially challenging for organizations competing in a complex marketplace – where relationships exist between distributors, customers, influencers and decision makers – which we call the “experience ecosystem.” Converting insight into action and determining if you are getting the full value of your customer experience investments can be difficult.
By following an approach based on understanding the experience ecosystem, identifying opportunities for improvements and testing and deploying experiences, we help organizations improve the effectiveness of their customer experience investments and change their relationships with customers.