The Experience Edge Ep. 45 - Governance models every CX leader should know (Insights 5)
Governance Models Every CX Leader Should Know
One global staffing firm discovered they were solving the same customer problem six different ways across regions. No alignment, duplicated work, eroded trust - not a tooling issue, but a governance issue.
In this episode, Jochem van der Veer (CEO of TheyDo) shares what he’s learned about how to structure journey management from working with 50-60 Fortune 500 companies.
He breaks down four real-world journey governance models - from Central Command to Full Autonomy - and explains the pros, cons, and trade-offs of each. You’ll hear how organizations move from chaos to coordination, and why your journey operating model is your real CX “operating system.”
You’ll learn how to scale journey management without bottlenecks, and why your governance model is the hidden lever behind customer-centric growth.
Key Insights
- Why CX transformation often stalls due to operating model failure, not tools
- The four governance models for journey management: Orchestrated, Hub & Spoke, Federated Excellence, and Full Autonomy
- How to decide who owns journeys, who governs frameworks, and who decides standards
- How distributed ownership can speed up delivery 50–60% while still keeping alignment
- Why your journey framework should work like a shared data warehouse - one truth, many tailored views
Subscribe to The Experience Edge for more on journey management, CX strategy, and the future of customer-centric organizations. Like, comment, and share this episode with your team if you’re wrestling with silos or fragmented journeys.
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