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 initiatives.
Today, let’s talk about Organisational Structures:
First, we suggest the formation of a CX Transformation executive committee (CXTEC). The CXTEC’s purpose is to overally direct, review and approve CX strategic plans. The company’s CX strategy is developed through this committee and submitted to the board for approval. The committee also, more specifically performs the evaluation of CX options and approval of selected initiatives and budgets discussed yesterday.
The CXTEC reviews, evaluates and approves the business case for CX transformation along with other business executives. The business case demonstrates how CX initiatives will support the business mission.
The CXTEC should be constituted of senior executives in the business. The executives should be senior enough to make appropriate prioritization and funding decisions regarding the transformation of CX.
The following executives should be included: Main business leaders; Marketing; Customer Experience; Technology and Human Capital. “Main business leaders” refers to the departments leading the company’s revenue generation or drivers of the primary mission of the company. The mission of the company is what you were formed to do.
The CXTEC’s authority should be documented and signed off by the board in the CXTEC Charter. The CXTEC should state what the committee is for; who appoints it; its scope of coverage and an overview of its terms of reference. Terms of reference are the objectives that the committee will be expected to achieve and be measured against.