Model Overview Report

Establish The Right CX Governance To Coordinate Enterprise Customer Focus

June 22nd, 2021
Judy Weader, Principal Analyst
Judy Weader Principal Analyst
Angelina Gennis, Senior Analyst
Angelina Gennis Senior Analyst
With contributors:
Martin Gill , Brian Mukasa , Sam Karpinski

Summary

Customer experience (CX) governance is the foundation of better customer experiences, bringing together cross-functional stakeholders to review and take actions based on CX data, operational data, and strategic goals and objectives. Determine whether there’s an existing enterprisewide governance process; if so, CX should insert itself into what’s already in place so it becomes part of the standard decision-making chain. If the company doesn’t have a governance model, CX leaders should build their own, incorporating leaders across the organization who can help set and enforce standards, make decisions, and mobilize resources to design, build, and improve experiences.

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