HomeResearch Articles Customer Experience Governance: Centralized, Decentralized or Committee?

Customer Experience Governance: Centralized, Decentralized or Committee?

  • B-to-b organizations can select from three models to maximize the reach and accountability of their customer experience improvement efforts
  • Organizations should take into account the pros and cons of each governance model when choosing an approach
  • All three customer experience governance models include several critical elements that improve the chances for success
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