Trends Report

Executive Steering Committees: Critical For CX Transformation Success

Foster Executive Buy-In By Involving Them In CX Decision Making

March 1st, 2017
SS
Samuel Stern
With contributors:
Harley Manning , William Willsea , Laura Glazer

Summary

CX professionals and their teams need the support of the entire organization to create and deliver great experiences in a sustainable way. The most important group of colleagues to work with is senior executives. The best way to work with them is through an executive steering committee that makes key decisions about the experience. This report documents best practices and lessons learned about setting up an executive steering committee and for managing a high-functioning committee that contributes to improved customer experience outcomes.

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