In our thirteenth episode, we discuss the framework of CX governance, specifically the different People, Processes, and Technology needed to manage customer experience within an organization through accountability. During the conversation, we highlight CX steering committees, their function within the governance structure, their make-up, and their role in decision making. We also talk about the role of governance vs. the role of culture over the course of an organization’s CX transformation. We wrap up our conversation talking about CX project portfolio to help organization understand what and where they need to invest in CX.