When CX initiatives have trouble getting off the ground, it’s often because a formal CX Governance model isn’t in place. CX Governance is a vitally important but often misunderstood and overlooked component of Customer Experience Management. In CX Pilot’s latest Insight Report, “Creating and Leading Your Organization’s CX Governance,” we provide an essential guide on CX Governance best practices.
CX governance is the unified, organization-wide commitment to CX. It’s the organizational structures and processes to manage, coordinate, and drive customer experience initiatives across the organization. It consists of a cross-functional, governing board of internal stakeholders from departments across an organization that establish a framework for CX vision, strategy, resources, standards, and communication. B2B Customer Experience Governance unites entire organizations around preserving high value relationships through
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CX governance creates a dedicated framework for customer-centric decision-making across your organization. It ensures a consistent, customer-centric approach leading to better customer satisfaction, loyalty, and business growth. It helps B2B companies navigate the complexities of multi-stakeholder customer journeys and ensures that resources are effectively allocated to improve the overall experience
"PRO TIP: Deliberately select members who may be somewhat skeptical about CX for your governance cohort and ask them to help make CX more pragmatic and real for other skeptics."
This primer provides a comprehensive framework for Professional Services firms seeking to establish effective CX Governance. It highlights the importance of a dedicated, diverse, and empowered CX Governance Cohort, a structured implementation process, and a focus on aligning CX efforts with overall business strategy and goals. By adhering to the principles and steps outlined, firms can build a strong foundation for consistently delivering exceptional client experiences and driving measurable business results.
When CX initiatives have trouble getting off the ground, it’s often because a formal CX Governance model isn’t in place. CX Governance is a vitally important but often misunderstood and overlooked component of Customer Experience Management. In CX Pilot’s latest Insight Report, “Creating and Leading Your Organization’s CX Governance,” we provide an essential guide on CX Governance best practices.
CX governance is the unified, organization-wide commitment to CX. It’s the organizational structures and processes to manage, coordinate, and drive customer experience initiatives across the organization. It consists of a cross-functional, governing board of internal stakeholders from departments across an organization that establish a framework for CX vision, strategy, resources, standards, and communication. B2B Customer Experience Governance unites entire organizations around preserving high value relationships through
CX governance creates a dedicated framework for customer-centric decision-making across your organization. It ensures a consistent, customer-centric approach leading to better customer satisfaction, loyalty, and business growth. It helps B2B companies navigate the complexities of multi-stakeholder customer journeys and ensures that resources are effectively allocated to improve the overall experience
"PRO TIP: Deliberately select members who may be somewhat skeptical about CX for your governance cohort and ask them to help make CX more pragmatic and real for other skeptics."
This primer provides a comprehensive framework for Professional Services firms seeking to establish effective CX Governance. It highlights the importance of a dedicated, diverse, and empowered CX Governance Cohort, a structured implementation process, and a focus on aligning CX efforts with overall business strategy and goals. By adhering to the principles and steps outlined, firms can build a strong foundation for consistently delivering exceptional client experiences and driving measurable business results.
