CX governance – framework (augmented)

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 for CX governance by proposing that the CX governance responsibilities of a company’s board should include:

1. Promotion of CX culture

2. Development of CX strategy

3. Evaluation of CX options & approval of selected initiatives

4. Approval of an appropriate CX organizational structure (roles and responsibilities)

5. Approval of CX policies & processes

6. Setting of CX metrics

7. Monitoring of CX performance

These were proferred before we had considered the recommendations of the National code on corporate governance Zimbabwe (“the code”). We want to test our proposed framework for CX governance against the code.  We will do this by checking whether each applicable board corporate governance responsibility recommended by the code is covered by our proposed CX governance framework.

The following Corporate governance responsibilities of the board of directors are outlined by the code:

1. Corporate governance: Setting the company’s strategic aims and ensuring that the necessary financial and Human Resources are in place for the company to meet its objectives and review management performance.

Related CX governance responsibility:

(2.) Development of CX Strategy

(4.) Approval of an appropriate CX organizational structure (roles and responsibilities) 

2. Corporate governance: Determining the company’s purpose, vision, mission and values.

Related CX governance responsibility

(1.) Promotion of CX culture 

3. Corporate governance: Setting strategies for achieving the company’s purpose

Related CX governance responsibility

(2.) Development of CX Strategy 

4. Corporate governance: Ensuring that procedures, policies and practices are established and implemented

Related CX governance responsibility

(5.) Approval of CX policies and processes 

5. Corporate governance: Approving, monitoring and evaluating the implementation of strategies, policies, procedures and business plans

Related CX governance responsibility

(7.) Monitoring of CX performance 

(3.) Evaluation of CX options & approval of selected initiatives 

6. Corporate governance: Identifying the key risk areas and key performance indicators of the company

Related CX governance responsibility

(6.) Setting of CX Metrics 

7. Corporate governance: Regularly assessing the company’s performance and effectiveness and that of individual directors and the chief executive officer.

Related CX governance responsibility

(7.) Monitoring of CX performance 

The above analysis shows that our proposed CX governance framework adequately covers the board corporate governance responsibilities recommended by the National code on corporate governance Zimbabwe.