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From journey mapping to journey management / Jochem van der Veer / Episode #167

Service Design Show

CHAPTER

Is CX Governance on Your Agenda?

The previous episode, 166 was about CX governance. I like to think of it as guidance. So you need to have top down support, whether it's from your management, senior management, or even on the board. It is absolutely necessary, but it doesn't say that it must be in place when you start. But today that's not happening in organizations yet.

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