Global Governance and Your CX Program


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A few weeks from now in Germany, we have the kick-off meeting for a certain automotive manufacturer’s global CX program.  All regions of the world will be represented, either in-person or via teleconference.  One of the main issues that will be discussed is global governance.

But what is global governance, and why is it so important to a CX program?

My colleague Paul Herdman and I discuss the issue in this week’s MaritzCX Café post.

As we discussed in the video, global governance structure is a mechanism that helps to define, design, and implement global CX programs. It determines the ground rules for the CX progam’s worldwide expansion, so the CX team can focus on the customer. Global governance is crucial to the inception and long-term success of international CX programs.

As always, let me know what you think.

Auf Wiedersehen.


Republished with author's permission from original post.

Chris Travell
Chris Travell is VP, Strategic Consulting for the Automotive Group of Maritz Research. He is responsible for working with Maritz' Insight Teams to further the understanding and application of the firm's automotive research. He has appeared on numerous television programs and is often quoted in Automotive News, Time, USA Today, Edmunds, Detroit Free Press, The Globe and Mail and various other publications in regard to issues related to the North American automotive industry. He is the principal contributor to The Ride Blog, Maritz Research's automotive blog.


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