Discipline 4: Governance The following practices enable the organization monitor and manage customer experience quality in a proactive way as part of the overall corporate governance system. Practice Adoption Notes Define a consistent set of customer experience U A R standards across the organization. S Assign customer experience management tasks U A R to specific roles as a requirement of those S positions. Maintain a dedicated queue of customer U A R experience improvement projects. S Review customer experience program status and metrics regularly to monitor progress toward U A R business goals, adjusting tactics or resource S allocations if needed. Respond to individual customers based on their U A R feedback about an experience. S Include 'impact to customer experience' as a U A R criterion for business decisions about policies, S processes, technology, and communications. Include performance on role-specific customer U A R experience metrics in the systems for evaluating S employee performance. Facilitate the necessary coordination across U A R groups that share responsibility for a given S experience. Total
Discipline 4: Governance The following practices enable the organization monitor and manage customer experience quality in a proactive way as part of the overall corporate governance system. Practice Adoption Notes Define a consistent set of customer experience standards across the organization. U A R S Assign customer experience management tasks to specific roles as a requirement of those positions. U A R S Maintain a dedicated queue of customer experience improvement projects. U A R S Review customer experience program status and metrics regularly to monitor progress toward business goals, adjusting tactics or resource allocations if needed. U A R S Respond to individual customers based on their feedback about an experience. U A R S Include 'impact to customer experience' as a criterion for business decisions about policies, processes, technology, and communications. U A R S Include performance on role-specific customer experience metrics in the systems for evaluating employee performance. U A R S Facilitate the necessary coordination across groups that share responsibility for a given experience. U A R S Total
Forrester-CX-Maturity-Assessment.docx