#7 Determine your CX governance

To create a sustainable cx compentence in your organisation, it is important to determine what roles your customer experience practise needs and what those roles comprehend. Plus the way of tuning and decisioning is arranged.

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 What is CX governance?

CX governance is about roles, tasks, responsibilities, meetings, structure, stearing and budget that are needed to manage the custome experience on a professional way. And because the customer is that one entity that connects all departments with eachother, a wellthought and determined governance is a critical key to success.

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The central role customers play within the decision making all throught the company is also part of CX governance. And making sure the customer and her experience is taking into account with every relevant decision. That what we call an active outside-in attitude.

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Last but not least CX governance is about building CX-expertise in your organisation. Of course you will be the best educated expert of the company, but having one expert, makes the CX competence quite vulnerable. So what do you do to secure the CX competence in your organisation? Set up a program to spread and build up the CX competence on all drivers of the CX framework in your organisation.

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 What is the need for CX governance?

Every way of working needs a clear set of roles, information and meetings that is needed to make it work. This baseline of cooperation makes it possible to focus on the content of the subject and keep you out of long term discussion on the process of CX management itself.

  

What is the result of this workshop?

1.  A RASCI-model on your CX way of working.

2.  The CX Stakeholder map of your organisation.

3. Your plan for the upcoming year to build up the CX competence in your organisation.