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.
The next big thing on this planet will be ecosystem thinking among businesses as well as society. Ecosystem thinking will allow us to ensure future competitiveness and our capacity to change.
Most of us are familiar with the idea of ecosystems surrounding hugely successful firms like Google, Amazon, Facebook, Apple and Microsoft. But what do we really mean when we talk about ecosystems? And beyond that, how do ecosystems generate business value? In today’s economy of speed, business ecosystems play a central role in building competitive advantage, so it is important to understand how ecosystems succeed and how they reward players.
Is a lack of common understanding and ecosystem culture undermining customer experience? How to go from managing customer experience to building customer experience ecosystems?
The daily life of Average Joe executes tens of millions of lines of software code. Software is embedded in home electronics, heavy industrial machinery, and almost any customer service process. While the lifetime of a physical product may be as long as tens of years the software in the product may be updated almost on a daily basis.