#458: Demystifying CX Governance with Sami Nuwar
The Agile Brand with Greg Kihlstrom
The Agile Brand
5 • 2.7K Ratings
🗓️ 13 December 2023
⏱️ 27 minutes
🧾️ Download transcript
Summary
Today we’re going to talk about demystifying CX governance, what exactly we mean by “governance,” as well as the components that make it truly work for an organization—and their customers.
To help me discuss this topic, I’d like to welcome Sami Nuwar back to the show. He is a Customer Experience Leader and Thought Leader who has worked with some of the world’s top brands on CX initiatives.
Resources
- PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding!
- Flavors of Governance: Governance can take many forms, but here we describe two types. We ask ourselves a key question: what are we governing? For operational governance, we're managing how we work or operate. For accountability governance, we're managing the changes to the business.
- Governance Functions: What are the types of work or functions that exist in a governance role? This document highlights the key jobs to be done within a governance function.
- Key Questions Gov Should Answer: As we drive our governance, what are the key questions we should be asking ourselves and our peers to be able to tell if we're making an impact?
- Goals and Measurements Success: measurements can depend on the state of your program and the readiness of the business, both of which can and will change over time. And so too should your measurements.
- Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com
- Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/
- For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com
- Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com
- The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow
- The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company
Transcript
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| 0:00.0 | Welcome to season five of the Agile Brand with Greg Kielstrom, where we talk with enterprise |
| 0:06.7 | and technology platform leaders about the people, processes, and platforms that make marketing |
| 0:11.6 | and customer experience successful, scalable, and sustainable. |
| 0:16.0 | This is what creates an Agile Brand. |
| 0:17.8 | I'm your host, Greg Kielstrom, advisor and consultant for Fortune 1000 Marketing and |
| 0:22.5 | CX leaders and teams as principal and chief strategist at GK5A, and bestselling author |
| 0:29.2 | keynote speaker, entrepreneur, and Agile certified coach. |
| 0:33.6 | The Agile Brand podcast is brought to you by TechSystems, an industry leader in full stack |
| 0:38.0 | technology services, talent services, and real-world application. |
| 0:42.7 | For more information, go to teksystems.com. |
| 0:47.4 | To sign up for the Agile Brand newsletter and get the latest insights and articles on |
| 0:51.1 | marketing technology and CX, or to purchase a copy of my latest book, House of the Customer, |
| 0:57.1 | go to GregKielstrom.com. |
| 0:59.2 | You can also find all my books on Amazon and other retailers. |
| 1:02.8 | Now onto the show. |
| 1:04.6 | Today, we're going to talk about demystifying CX governance, what exactly we mean by governance, |
| 1:13.4 | as well as the components that make it truly work for an organization and their customers. |
| 1:18.3 | Tell me to discuss this topic. |
| 1:19.3 | I'd like to welcome Sammy Newar back to the show. |
| 1:22.2 | He is a customer experience leader and thought leader who's worked with some of the world's |
| 1:25.4 | top brands on CX initiatives. |
| 1:27.7 | Sammy, welcome back to the show. |
... |
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