CXO Magazine: The Importance of Customer Journey Governance

The following was written by Greg Kihlström for CXO Magazine. You can read the full article here.

As an advisor and consultant to enterprise organizations, I have seen firsthand the importance of customer journey governance. With customer preferences constantly changing and technology evolving rapidly, it’s more important than ever to have a solid strategy in place to ensure that your brand always delivers the best possible customer experience. In this article, I’ll be discussing why customer journey governance is so crucial in today’s fast-paced and highly competitive business landscape, as well as sharing some tips and insights for setting standards, educating team members, and measuring ROI on your customer experience initiatives.

Why Customer Journey Governance Matters

Customer journey governance refers to the practices, policies, and procedures put in place to ensure that an organization’s customer journey initiatives are aligned with its overall business strategy, are of high quality, and are delivered efficiently and effectively. It involves defining roles and responsibilities, establishing decision-making processes, and ensuring compliance with regulatory requirements and customer privacy standards. The goal of customer journey governance is to create a seamless, consistent, and positive experience for customers across all touchpoints and channels, leading to increased loyalty, retention, and revenue growth.

With definitions out of the way, it’s important to understand why customer journey governance matters so much in today’s world. In the past, brands could sometimes get away with delivering subpar experiences in cases where there was less competition, or where the barrier to entry was too high for upstarts and/or disruptors.

The following was written by Greg Kihlström for CXO Magazine. You can read the full article here.