Author: Service Buddy

CX governance – organisational structure (CX Manager)

CX governance is about the direction and control of the transformation and growth of customer experience (CX) in the enterprise.  We have provided the CX governance framework and are walking through the seven responsibilities of CX governance. We have already documented a brief  of CX culture; CX strategy; the Evaluation of CX options & Approval of selected initiatives and Organisational […]

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CX governance – Organisational structure (CXTP-SC)

CX governance is about the direction and control of the transformation and growth of customer experience (CX) in the enterprise.  We have provided the CX governance framework and are walking through the seven responsibilities of CX governance.  We have already documented a brief  of CX culture; CX strategy; the Evaluation of CX options & Approval of selected initiatives and Organisational […]

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CX governance – Organisational structure (CXTEC)

CX governance is about the direction and control of the transformation and growth of customer experience (CX) in the enterprise.  We have provided the CX governance framework and are walking through the seven responsibilities of CX governance.  We have already documented a brief  of CX culture; CX strategy and the Evaluation of CX options & Approval of selected […]

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CX governance – Evaluation of CX options & approval of selected initiatives

CX governance is about the direction and control of the transformation and growth of customer experience (CX) in the enterprise.  We have provided the CX governance framework and are walking through the seven responsibilities of CX governance.  We have already documented a brief  of CX culture and CX strategy.  Today, let’s talk about the Evaluation of CX options & approval of […]

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Development of CX strategy

We introduced the customer experience (CX) governance framework last week. Remember governance is about directing and controlling the enterprise.  So the role of a CX governance framework is to direct and control the transformation and growth of CX in the enterprise.  We identified 7 responsibilities in CX governance:  we want to go through them one by one.  Top of the list […]

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CX governance – corporate governance & CX governance

So, just to summarize, we reviewed the National code on corporate governance Zimbabwe (“the code”) and identified 7 board responsibilities for corporate governance.  These corporate governance responsibilities can be aligned to our already proferred customer experience (CX) governance responsibilities. Corporate governance is the broad discipline and CX governance is a specific area that we are concerned […]

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CX governance – framework (augmented)

The board of directors is the top controlling and governance organ of the company.  They are part of the corporate governance structure of the enterprise and have the principal accountability for its faithful discharge.  As such, the board should also be the organ responsible for CX governance. In an earlier installment, we drafted a framework […]

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CX governance – research

We introduced customer experience (CX) governance as a key principle in enterprise CX transformation.  The approach we took to do so was to make reference to definitions of corporate governance as a whole.  The idea is to extract key themes from these definitions in order to propose a definition and identify the key elements of specific […]

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CX governance – framework

Customer experience (CX) governance is the role of the most senior organ in the enterprise. In large companies, this is the board of directors.  The kind of attention to CX we are proposing here is not presently found in most boards of directors.  In fact, it’s almost non-existent.  We have discussed before how incomprehensible it […]

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CX governance

We write here because we suspect that there are many corporate leaders and managers who realize the importance of a deliberate construction of CX excellence in the enterprise but do not know where to start or the building blocks thereafter. In the most recent issues that we have done, we have been talking about the […]

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