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


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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.