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 is the responsibility of the Promotion of CX culture. We have already dealt with the issue of CX culture in prior articles. So we will move on to the second responsibility of CX governance: Development of CX strategy:
Strategy is about deciding between competing options in business and deciding the allocation of resources toward them. When strategy is specific to CX it refers to deciding between competing options in the pursuit of CX excellence and the allocation of financial and other resources.
The company’s highest decision making body is accountable for the development of the CX strategy. The responsibility for the research and documentation of the strategy may be assigned to the specialist officers in the company responsible for CX but should be approved by the highest decision making organ in the company.
The CX strategy will serve as the blueprint for the development of CX excellence capabilities in the company. The company does not possess unlimited time as well as financial and human resources. This reality demands a strategy – a clear cut path for the realization of CX excellence in the company.