INMOMENT：客户体验管理白皮书（中译版）（16页）.pdf

1、InMoment White PaperCopyright 2021 InMoment Inc.All rights reserved.Your CX Governance ChecklistWill Your Experience Improvement Program Stick?We know that the most successful brands need a strategy to listen,understand,and transform their customer experiences(CX).If youre in charge of customer insi

2、ghts,youll know what a challenge this is in a dig-ital world where customer feedback is pouring into databases from all an-gles.Now more than ever,CX insights leaders and their teams are running into big obstacles when it comes to stitching together data from across the business,getting it to the ri

3、ght people,and keeping your stake-holders inspired to move customers experiences forward.Youve got questions and weve got answers.In this new digital reality,its important for customer insights leaders to create a framework that makes it possible to define best customer experience practices for the

4、entire organizationwe call this“governance.”After the framework is created,it should be applied consistently across every function,department,business unit and region in your global enterprise.Take a look at the checklist weve put together to make sure you have covered governance from every angle.SU

5、PERANNUATION:COMMONWEALTH SUPER CORPORATIONInvolves leadership in its customer experi-ence program design to increase exec-level engagement later onSuccessfully rebranded its experience program with“The Compass”guiding the way(more info below)UTILITIES:SYNERGY Discovered CX Champions across the busi

6、nessto promote the program internally Co-designed dashboards with important stakeholders to fit the exact needs of each role Ensures that the customer experience conversation is considered“business as usual”Which businesses are great at CX Governance?Whats the Point of Governance?Essentially,governa