Organizing and Leading Your Firm's CX Governance

The guide provides a comprehensive explanation of how to create and lead a customer experience (CX) governance program within professional services firms. It outlines a step-by-step process for building a CX Governance cohort, defining goals, establishing key roles and responsibilities, and implementing a robust framework for measuring and managing the client experience. The source emphasizes the importance of a holistic approach to CX that integrates feedback from various stakeholders, prioritizes client journeys, and drives innovation across the organization. Ultimately, the text aims to equip firms with the knowledge and tools necessary to achieve sustained success in delivering exceptional client experiences.