Gartner Research

4 CX Governance Models

Published: 28 February 2018

ID: G00355841

Analyst(s): Customer Experience Research Team


While the details of specific governance practices vary across companies, the effectiveness of these approaches rests on the way they steer performance around consistent and efficient CX principles and support business partner decision making.

Table Of Contents

Key Findings


Customer Experience Performance Drivers

Factor 1: Driving Consistent Execution is Essential

1. Create Operational Standards

2. Check Customer Impact

Factor 2: Efficient Decision Making is Essential

1. Enable Cross-Functional Coordination

2. Create Enterprise Clarity


About This Research

Recommended by the Authors

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