This is CX, Episode 13: An introduction to customer experience governance

In our thirteenth episode, we discuss the framework of CX governance, specifically the different people, processes, and technology needed to manage customer experience within an organization through accountability. During the conversation, we highlight CX steering committees, their function within the governance structure, their make-up, and their role in decision making. We also talk about the role of governance vs. the role of culture over the course of an organization’s CX transformation. We wrap up our conversation talking about CX project portfolio to help organizations understand what and where they need to invest in CX.

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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.