Customer Ecosystem

Most customer systems are designed to focus on the needs of the company and not the customer. Successful organizations see customer systems as a part of an ecosystem. They don’t stand in isolation.

Seeing systems as an ecosystem leads to thinking and acting on aligning systems to play nice together.

The digital executive focuses on aligning systems to understand customer needs. Effort is made to view interactions from the customer’s perspective. The digital executive will create a journey based on customer insight and socialize that within the company.

Key takeaways:

• Digital executives are proactive in understanding the relationship from the point of view of the customer.
• Customer systems should be seen as an ecosystem.
• Socializing insights within the company culture are important.
• Alignment is timeconuming but essential.
• There is no replacement for understanding the pain points of the customer journey.