Forrester's research on the customer experience ecosystem has shown that the concept is now widely accepted by business leaders, who recognize the importance of managing the entire customer experience rather than just individual touchpoints or channels. However, despite its popularity, companies are struggling to implement ecosystem improvements. Many acknowledge that they do not see the customer experience holistically, with one CX professional stating that they like the concept but implementation is not happening. The report concludes that while the concept of the customer experience ecosystem is gaining mainstream acceptance, there is still work to be done to fully realize its potential.
