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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