Excellent customer experience (CX) boosts a business’s revenue and profitability, yet few firms are able to take advantage of the CX opportunity. One reason why: Most companies fail to engineer a holistic customer experience ecosystem comprised of a CX team, employees, and business partners working closely in concert with one another. Without this ecosystem, firms lack the agility and creativity needed to generate and deliver genuinely valuable customer experiences. Cognizant Digital Experience commissioned Forrester Consulting to understand the progress companies have made in harnessing this experience ecosystem to deliver excellent customer experiences. Forrester conducted an online survey with 772 respondents and also conducted three interviews with global CX strategy leaders to explore these business problems. We found that enterprises that have invested in — not just prioritized — employee and partner enablement and experiences are leading their less mature peers and competitors. Furthermore, companies demonstrating higher levels of maturity are more likely to solve the puzzle of CX and, consequently, recognize tangible business benefits.