CXPA's Guide to Establishing CX Governance

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CXPA's Guide to Establishing CX Governance

Governance is often identified as one of the key elements of a successful CX program.

Effective governance:


  • Enables a sustainable CX program by establishing a recurring set of actions and activities that incorporate CX into the standard operating procedures of the company
  • Shares and reinforces common CX standards and behaviors that are aligned with the enterprise CX vision and strategy
  • Puts the controls and criteria in place for prioritizing CX related initiatives across all function of the company that will improve both customer and company outcomes
  • Ensures the proper measurement indicators and review processes are in place to drive accountability and execution of initiatives that will result in continuous, implemental CX progress


Your Topic Guide

Derek O'Grady, CCXP

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.


  • Blog 8 Questions to Assess CX Governance , Aimee Lucas, CCXP- This blog cites effective governance as a powerful tool to catalyze CX change across the organization, shares questions to consider when evaluating the company’s governance structure and offers tips on how to optimize it. Areas to evaluate include talent, alignment of the cross-functional core team, level of influence of the CX leader, alignment of CX strategy with corporate strategy, executive support, and employee engagement.


  • Blog Harness the Power of Data with CX Governance - 6 Tactical To-Dos, Stephanie Thum, CCXP. This blog reviews the importance of incorporating quantitative performance standards, data that indicates how the company performed to those standards and methods for reviewing performance, into governance. It also includes tactics for organizing a CX Committee, agreeing on the data to be monitored, establishing review mechanisms, and how to sell governance.


  • E-Book Customer Centric Recipe Cards, Jeanne Bliss, CCXP –  One of the key CX competencies included in this E-Book is “One-Company Leadership, Accountability, Culture”. This competency includes several governance-related suggestions including building a customer room to demonstrate CX principles and actions, sharing the CX vision with existing employees as part of the onboarding process, and the importance of reviewing CX initiatives on a regular basis to ensure consistency in approach and priority setting.


  • White Paper How to Plot a Sustainable Path to Customer Centricity , InMoment -  This white paper makes the point that an effective CX strategy should bring all of its components, including governance, together under a unified purpose that can be used to inform company decisions and actions. It also discusses the importance of using governance as a lever to unify a CX program, eliminate silos, and add consistency to voice of customer collection and CX action planning. Selecting the right CX champions is also stressed, as they are able to understand both the CX vision and the company’s operational landscape, and keep them in sync.

  • Blog We Hold These Truths – Implementing CX Governance, Darin Byrne, CCXP – This blog focuses on the importance of establishing governance in the early stages of a CX transformation so that the structure for implementing and affecting change is in place. Guiding principles, an overriding plan and people are called out as key elements of governance.


  • Podcast--Breaking Down the Silos, and Keeping Them Down This panel discussion with CX thought leaders includes a discussion of how to break down organizational silos. Tactics, including governance, communication and executive support, are discussed from 13:00 on.
Have a topic to suggest for a future guide? Drop a note to Gabe Smith, CCXP.