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CX Governance & Operating Model Design

Having the right insight is not enough. Having good teams is not enough. CX depends on a system to turn customer insight into action.

You need this if:

You probably have a well-established insight programme, but you may be disappointed with the results. Short term “inner loop” fixes are working well, but longer-term and more fundamental process improvements are often not. We can help you get control of the “outer loop” by focusing on a best practice approach to CX governance and system design.

What we do:

Week 0: Kick off and information-gathering questionnaire

Week 1-2: Engage with senior stakeholders

Week 1-2: Review existing model, action plans, processes etc.

Week 3: Workshops with wider staff

Week 4: Synthesis

Week 5: Final debrief and reporting

what you get:

Suggested Governance and Operating Model

With next steps and longer term recommendations

Full report

With detailed commentary and recommendations

Get in touch

Get in touch to discuss how we can help you build the governance and operating model that turns insight into lasting action.

Contact us

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