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 processes for employees like designers and project teams to follow. And at the lowest level, companies standardize parts of the experience to consistently deliver experience excellence. But setting up and steering a governance program is tough work and rarely do we see organizations do it well. In this episode, we speak with Forrester CX Council Senior Advisor, Greg Barber, who with his previous employer, successfully rolled out a governance practice and in his current role at Forrester, advises CX leaders on how to set up solid governance within their own organizations.
Click the titles below to read more:
- CX Governance That Enables Great Experience Delivery
- Case Study: How Sage Software North America Built Tools And Governance To Improve CX