Customer experience matters to you, and people across the business work hard on it. Yet no single person is clearly accountable, decisions are made in too many places, and good intentions stall whenever they cross a functional boundary.
Customer experience tends to fail not from lack of effort but from lack of ownership. Without a clear operating model, the work depends on individual goodwill and fades the moment a champion moves on. This engagement establishes how CX decisions are made today and designs a workable model: clear ownership, the right forums, the metrics that matter and the rhythm that keeps it alive.
Is this your Organisation?
- CX CONSULTANCY
CX Governance and Operating Model Design
Give customer experience clear ownership and a rhythm that lasts.
WHAT THE DIAGNOSTIC COVERS
Six components of a working operating model
Your operating model is built from the elements that turn customer experience from a shared aspiration into a managed discipline.
01
MANDATE
Vision and mandate
A clear CX ambition and remit, with executive sponsorship, so the work has direction and authority rather than depending on goodwill.
03
DECISIONS
Decision rights and forums
Where and how CX decisions are made, the forums that govern them, and the cadence that keeps them moving rather than stalling.
05
CAPABILITY
Capability and resourcing
The skills, roles and resourcing CX needs, and whether it sits centrally, embedded in the business, or a balance of both..
02
OWNERSHIP
Ownership and accountability
Who owns the customer experience end to end, with defined roles and a clear line of accountability across functions.
04
METRICS
Metrics and accountability
The measures that matter, how they connect to business outcomes, and how performance is tracked and acted upon.
06
EMBEDDING
Embedding and culture
How CX thinking is built into everyday decisions, so it is sustained rather than dependent on a single champion.
HOW IT WORKS
A focused engagement, run with your team
01
Scope
A short scoping conversation to agree focus and access.
03
Design
Working sessions to design the target operating model and governance with your team.
02
Assess
A review of current ownership, decision-making, structure and how CX work happens today.
04
Agree
A readout to agree the model and the path to putting it in place.
A documented operating model for customer experience, covering ownership, governance, metrics and the rhythm that sustains it, designed with your team and ready to put in place. Presented in an executive readout, so the model is owned by the people who will run it.
WHAT YOU RECEIVE
The CX Operating Model
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A CX operating model on a page, owned across the business
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A clear ownership and accountability map of who does what
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A governance framework: forums, decision rights and cadence
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The metrics that matter and how they are tracked
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A practical path to embed the model and sustain it