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Sara Toivakainen

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Ecosystem strategy a boon when customer experience is out of your hands

Nov 30, 2017 | Sara Toivakainen

It is nice to maintain the fiction that we are responsible for our business and our clients’ customer experience. In reality, creating customer experience is rapidly developing so that less and less of it is in a company’s own hands, and even to the point where they lose direct contact with customer experience. Nowadays, companies mostly operate as part of a larger ecosystem in which customer experience depends on how different players in the ecosystem succeed in cooperation and in their own customer encounters.

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