Trends Report

CX Governance That Enables Great Experience Delivery

Coordinate Executive Decision Making, Define CX Processes, And Standardize Elements Of The Experience

June 21st, 2016
Samuel Stern, null
Samuel Stern
Andrew Hogan, null
Andrew Hogan
With contributors:
Harley Manning , William Willsea , Kara Hartig

Summary

Good CX governance facilitates the creation of great experiences. To get it right, CX pros must consider three levels of CX governance. At the top, executive-level CX steering committees make key decisions about the experience. Below that, CX pros create processes for employees like designers and project teams to follow. And at the lowest level, companies standardize parts of the experience to consistently deliver experience excellence. This report offers best practices and recommendations for CX pros to consider when creating their own governance framework.

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