Guest: Paul Hagen

A customer experience ecosystem map is a visual technique that connects end-to-end customer processes to the ecosystem of employees, partners, capabilities, processes, technology, information and interfaces involved in delivering the experiences. Without these maps, companies regularly perform "blind-man-and-the elephant" exercises in which different silos of an organization see only parts of the customer's experience related to their own jobs. A customer experience ecosystem map breaks down this tunnel vision to help systematically improve or re-design experiences to deliver value.
To deliver great customer experiences, firms must first design them and then orchestrate the complex system of interdependent people, processes, and technology that Forrester calls the customer experience ecosystem to deliver them.
The only way your company will differentiate based on customer experience is if the culture of your organization aligns closely with the brand promise to customers. Zappos CEO Tony Hsieh puts it in his blog post entitled Your Culture Is Your Brand: "Advertising can only get your brand so far... So what's a company to do if you can't just buy your way into building the brand you want? In a word: culture. At Zappos, our belief is that if you get the culture right, most of the other stuff--like great customer service, or building a great long-term brand, or passionate employees and customer--will happen naturally on its own."

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