Customer Experience Governance: Centralized, Decentralized, Or Committee?

B2B organizations can select from three models to maximize the reach and accountability of their customer experience improvement efforts. Organizations should take into account the pros and cons of each governance model when choosing an approach. All three customer experience governance models include several critical elements that improve the chances for success

Although customer experience leaders are responsible for establishing a strategy and a governance model, they often get so wrapped up in the day-to-day work of tactics — gathering feedback, journey mapping, analyzing feedback and resolving problems — that they forget the importance of the big picture. An optimal B2B customer experience requires a governance model that directs the strategy and evolution of that experience. In this report, we describe the three main customer experience governance models and the critical roles they play in adding structure and increasing the reach and impact of all customer experience efforts.