June 27, 2011
Last week at Forrester’s Customer Experience Forum, I gave a keynote titled "The Customer Experience Ecosystem," which is a framework for helping companies understand the complex set of interdependencies that are ultimately responsible for shaping all customer interactions.
After the forum, I gave an encore presentation to a group of customer experience leaders at Fidelity Investments. The coolest thing about this meeting? Fidelity had engaged an artist from Collective Next to help it visualize the outputs of the session. Fred Leichter, Fidelity’s chief customer experience officer, told me that these visualizations help the team members see and think about their work in a more creative way.
So as I spoke, master scribe Marsha Dunn illustrated my presentation:
For those of you who heard my keynote, I hope this helps you keep some of my main points top of mind. You can also download my keynote slides on our event site.
For anyone who was unable to attend the forum, let me know if this piques your curiosity about customer experience ecosystems — I’m happy to fill you in on the details! Or, check out the full report.
If you’re interested in learning more about how to map your own customer experience ecosystem, please join my teleconference on Wednesday, August 17, 2011, 1:00 p.m.-2:00 p.m. Eastern time (18:00-19:00 UK time).