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Where Governance Fits in Your Customer Experience Strategy

February 11, 2020

Via: CMSWire

While companies may have a customer experience strategy in place, it won’t count for much if people throughout the organization don’t adhere to the plan. We asked some experts how companies can ensure their CX strategy is followed.

CX Governance Starts with the Right Design

“Governance for CX programs begins during the strategy and program development stage,” said Lisa Loftis, senior product marketer at SAS. “Absent a strong design for governance structures and processes, chances are slim that the CX team can ensure adherence to program tenets once the initiative begins.

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