Are you leading a CX program? Join us May 15 - 17 for CX Leaders Advance. Visit the Conference Website
Governance is often identified as one of the key elements of a successful CX program. Effective governance:
Derek O’Grady, CCXP has a blended Customer Experience and Operations leadership background which he leverages to create CX strategies and implement CX programs and initiatives in both B2B and B2C settings.
Derek O'Grady, CCXP, CXPA Member
Webinar Where Do We Go From Here – Taking Your CX Program Forward, Forsta. This webinar discusses the five critical competencies that need to be included in a CX Strategy, including governance. At the 12:15 mark, the discussion references how governance enables and guides the change required to make the voice of customer information actionable. Governance dictates where and how the organization engages in co-accountability to enact behavior change and improve customer experiences.Webinar CX is Not a Department, Bond Brand Loyalty. This webinar reviews six important steps on the CX path forward including the importance of prioritization, measurement & governance. From the 34:50 mark, the importance of mapping CX improvement opportunities and prioritizing them in a consistent way using the combination of ease/impact is discussed. This is a systematic way for organizations to determine where to focus their CX investment. At 37:50 the importance of having a governance structure in place with cross-functional representation to prioritize CX initiatives, ensure buy-in and guide the company’s CX evolution is stressed.