Case Study
CX Governance Design
Mimosa Partners was engaged by a NSW government department to develop a CX Governance Model to create oversight of customer experience and CX activities within the organisation.
What we did
We used a HCD approach to developing CX governance, creating a model that was fit for purpose, with the organisations employees as the customers of governance.
Discovery included synthesizing organisational documentation, interviewing key staff members and talking to representatives from other organisations to understand their models. We then completed ideation sessions and testing with key stakeholders.
What we found
We found that the client was early in their CX maturity journey and current CX activities were based around Voice of Customer activity. We worked closely with the team to evolve their strategic approach to CX and aligned their governance model to this. The model included 3 roll out phases aimed at evolving to become customer-focused. The change aimed to focus on behaviour, accountability and empowerment.
