Governance and Accountability
Establish clear decision rights, escalation paths, and governance structures for customer-related decisions.
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Key Takeaways
Without clear governance, CX improvements are undone by the next budget cycle, restructure, or leadership change — structure protects progress from the volatility of organisational life.
Decision rights for customer-impacting choices must be explicitly assigned; when nobody owns the customer outcome end-to-end, every function optimises for itself and the customer bears the cost.
A CX governance structure is effective only if it has the authority to surface customer issues into strategic decisions — advisory boards with no decision-making power change nothing.
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Knowledge Check
[Quiz questions for Chapter 8]
MENTOR MODE
Optional: Apply your learning to a real scenario
Stealable Assets
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