Governance: Your Key to Successful Customer Experience Transformation

Working to improve your customer experience is exciting, because there’s so much potential payoff. After all, 71% of customers have made purchase decisions based on customer service quality. But change can be hard — and transformation isn’t always easy to achieve. To get there, your organization needs to work together toward a common goal. That’s where transformation governance for customer experience comes in.

What is transformation governance? In short, it’s a framework you set up within your organization to effectively manage resources, make decisions, and ensure strategic goals are met. Everyone from the CEO to your customer service agents and field service technicians understands their role and responsibilities.

This free guide outlines a 4-tier approach to transformation governance. Adopt it to create a structure that ensures your transition is a success.

• Create accountability and ownership for all tasks that are part of your transformation program for customer experience
• Mitigate risks – operational, technological, strategic, or financial — so they don’t escalate out of control
• Align everyone in your organization, monitor progress, and enable rapid decision-making and communication
• Build an agile and responsive organization that can adapt to quickly changing circumstances

Ready to improve customer experience with transformation governance?