CX Articles

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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Building CX culture – celebrities

We began this series by sharing Wikipedia.com’s definition of culture: the ideas, customs and social behaviour of a particular people or society. From that definition we proffered that the elements of culture are: Leadership; Principles; Language; Customs; Dress; Music and Festivals… So far, we have given brief insight into Leadership; Principles; Language; Customs; Dress; Music and Festivals (which we presented as CELEBRATIONS).  Today, let’s deal with an […]

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Building CX culture – celebrations

We began this series by sharing Wikipedia.com’s definition of culture: the ideas, customs and social behaviour of a particular people or society. From that definition we proffered that the elements of culture are: Leadership; Principles; Language; Customs; Dress; Music and Festivals… So far, we have given brief insight into Leadership; Principles; Language; Customs; Dress and Music.  Today, let’s deal with FESTIVALS: FESTIVALS pertain to CELEBRATIONS.  A culture […]

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Building CX culture – music

We began this series by sharing Wikipedia.com’s definition of culture: the ideas, customs and social behaviour of a particular people or society. From that definition we proffered that the elements of culture are: Leadership; Principles; Language; Customs; Dress; Music and Festivals… So far, we have given brief insight into Leadership; Principles; Language; Customs and Dress.  Now, let’s move on to MUSIC: Music is an artistic expression of a […]

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Building CX culture – dress

We began this series by sharing Wikipedia.com’s definition of culture: the ideas, customs and social behaviour of a particular people or society. From that definition we proffered that the elements of culture are: Leadership; Principles; Language; Customs; Dress; Music and Festivals… So far, we have given brief insight into Leadership; Principles; Language and Customs.  Now, let’s move on to DRESS: Dress is a visible expression and celebration of […]

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Building CX culture – customs

We began this series by sharing Wikipedia.com’s definition of culture: the ideas, customs and social behaviour of a particular people or society. From that definition we proffered that the elements of culture are: Leadership; Principles; Language; Customs; Dress; Music and Festivals… So far, we have given brief insight into Leadership; Principles and Language.  Now, about CUSTOMS: Customs are cultural norms.  They are uniquely designed, choreographed and rehearsed […]

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