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For Customer Experience Professionals

CX Governance That Enables Great Experience Delivery

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

June 21, 2016


Why Read This Report

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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Table of Contents

  • Good CX Governance Makes Great Experiences Possible
  • Three Things That Good CX Governance Frameworks Do
  • Recommendations

  • Dos And Don'ts Of Good CX Governance
  • Supplemental Material
  • Related Research Documents

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