Creating a Customer Experience Ecosystem

The customer experience ecosystem is an approach to customer experience management that considers the influence of every employee and external partner on every single customer interaction. Customer experience expert Kerry Bodine says companies must map their ecosystems in order to make meaningful improvements. In addition to mapping, companies also need to “co-create” and socialize the customer service ecosystem.

Co-creation requires the active participation from employees, partners and customers though the entire customer experience design process. Fidelity Investments has embraced this method and Bodine chronicles this with photos in her article.