CX Governance That Enables Great Experience Delivery

Coordinate Executive Decision Making, Define CX Processes, And Standardize Elements Of The Experience
June 21st, 2016
William Willsea
and 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

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