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Plan

CX governance and centre of excellence

Governance sets out who owns the programme, who acts on findings and which standards every team follows. A centre of excellence is the small group that keeps those standards and supports everyone else.

Request a discovery call How we do it
Operating modelCX centreSalesServiceDigitalStoresForum calendar

When it helps

Signs you need this.

  • Business units run their own programmes and the group can't compare them.
  • Findings are presented, and then nothing is assigned.
  • Every new survey is designed from scratch.
  • The CX team gets every request and has no authority to enforce standards.

How we do it

How we set up governance.

  1. Current state

    We map who does what today: who commissions surveys, who sees results, who is expected to act and where requests get stuck.

  2. Operating model

    We design the structure that fits your organisation, whether central, federated or a mix, and define the remit of the central team.

  3. Decision rights and forums

    We set out which meetings exist, who attends, what each one decides and how issues move between them.

  4. Standards

    We write the common rules: metrics, scales, survey length, contact frequency, naming and dashboard conventions.

  5. Enablement

    We train the people who will run it and agree a plan for the first year.

What you get

What you have at the end.

  • An operating model with roles, responsibilities and reporting lines
  • A forum calendar showing who meets, how often and what each meeting decides
  • A standards pack that teams can apply without asking
  • A skills and resourcing view for the central team
  • A first-year plan for the centre of excellence

From our principal consultant's work at Qualtrics

Standardised customer touchpoints across the operating companies of a telecoms group, and advised a global retailer on governance and its centre of excellence.

Done as part of Qualtrics teams, before UnfoldCX was set up. Qualtrics was the contracted party. More experience

What we need from you.

  • Access to the leaders of each business unit or market
  • Organisation charts and current reporting lines
  • Any existing CX standards, policies or survey calendars
  • A sponsor with authority across units

Questions

Questions you may have.

How big does a centre of excellence need to be?

The size follows from how much the business units do for themselves. Two or three people who set standards and coach can be enough. We size it to the work you expect it to do, and say so if the plan and the headcount don't match.

We operate in one market. Is this relevant?

Yes, in a lighter form. You still need named owners, a regular forum where findings become actions, and rules for who may survey customers.

Do we need executive sponsorship?

Yes. Governance doesn't hold without a sponsor who can settle disputes between units. If you don't have one yet, we help you make the case.

Related

Related services.

Next step

Tell us where your programme is.

The first call is free and carries no obligation. You'll speak to our principal consultant, who would lead the work.

Request a discovery call info@unfoldcx.com