Customer Experience (CX) governance is an oversight function which aligns an organizations’ overall governance models and their CX strategies. It enables CX success by driving accountability, establishing oversight, and providing a forum for decision making all while facilitating continuous improvement. Leading CX governance components include:
• Structure – a governance committee
• People – committee members and stakeholders
• Information – supporting reports, documents, risks, and issues.
Partnering with Eventus Solutions Group allows organizations to establish and tailor this framework for managing CX to successful delivery.
Eventus combines our deep CX experience across industries with proven CX governance approaches to establish, manage, and optimize CX delivery for clients. We collaborate with everyone from C-Suite executives to operational support stakeholders to clearly capture our clients’ CX visions and bring them to life through informed, deliberate, and strategic decision making processes.
At Eventus, we are known for our crisp execution to quickly deliver breakthrough results with nimble, multi-disciplinary teams. Rather than “reinvent the wheel” as it relates to methodologies, we adopt and combine the best models for each professional discipline and/or we adapt to whatever methods our clients are already using. For Project Management, our favorite methodology is from the Project Management Institute and we abbreviate the phases as Initiating, Planning, Executing, Monitoring, and Closing.
Within the Executing Phase, we like to use nested methodologies for the specific project we’re working. For example, a Continuous Improvement project may need the Lean Six Sigma model of Define, Measure, Analyze, Improve, Control. A Training project may need the Instructional System Design model of Analyze, Design, Develop, Implement, Evaluate. Through this interplay of proven methodologies, we are able to stay keenly focused on leading solution execution.
In our experience, our clients and our competitors struggle the most when they jump right into the Executing Phase. Time and time again, we encounter highly skilled individuals who are so busy and frustrated, because they are working on long task lists without achieving the needed results. One of the ways our teams are different is how they embrace the phrase, “go slow to go fast”, because we recognize how important it is to properly structure, initiate, and plan the work before setting a variety of actions in motion. In contrast, our rigor is how we quickly get to the results!
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