PHASE 2: CX GOVERNANCE

To launch and maintain a successful customer-focused culture, a top-down philosophy of governance is critical. Clearly defined CX governance will assure a sustainable, long-term shift instead of a short-term fad.

 

Provides the C-Level authoritative stamp on a major cultural initiative. For many companies, CX is hard to measure and is therefore considered a high-risk, “touchy feely” trend. But CX is proven to result in higher retention rates and customer lifetime value.

Rapid Diagnostic

1. The company has invested in CX by creating an organization specifically to design and execute CX.

2. The company has a Chief Customer Officer (CCO) or Chief Experience Officer (CXO) to lead CX.

3. You have dedicated resources that will focus on CX Design.

4. You have a CX core team that includes key leaders from Product, Marketing, Sales, and Customer Success.

5. The goals and objectives of CX are agreed upon by all functional leaders starting with the CEO.

6. You have finalized a CX design document that outlines the what, how, why, when, and where of CX.

7. You follow a user-centered approach to how you design your Sales & Marketing approach to the market.

8. You have a plan to talk to real people to uncover both known and unknown user needs.

9. You have defined the ideal CX that you will strive to attain.

10. A communication plan and long-term design roadmap exist and have been communicated to the company.

Deliverables

• CX Functional Alignment Plan

• CX Org Design

• CX Charter

• Design Thinking Methodology

• CX Long-Term Roadmap

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