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 selected initiatives.
Here, we suggest the formation of a CX Transformation steering committe (CXTSC), which should be part of the CX organisational structure established and commissioned by the board of directors. The CXTSC’s broader purpose will be discussed later. For this installment, we will look at the committee’s responsibility to evaluate CX options and approve selected initiatives and budgets.
The business could go in many different directions regarding the transformation of CX or the pursuit of excellence in the discipline. However, all CX pursuits should be the most appropriate for the mission of the company. These initiatives should be reviewed to demonstrate their alignment with business initiatives. This is what we are talking about when we speak of the evaluation of CX options and approval of selected initiative and budgets. This is the collaborative effort of the committee to weigh all possible options and pursuits for alignment with its CX strategy and business initiatives.