DiscoverService Design ShowHow CX governance helps you win / Kirsikka Vaajakallio / Episode #166
How CX governance helps you win / Kirsikka Vaajakallio / Episode #166

How CX governance helps you win / Kirsikka Vaajakallio / Episode #166

Update: 2023-01-12


I have a family with two small kids who are quickly growing up. The challenge many parents, including me, encountered was... how do we keep our home somewhat clean and tidy.

My initial and naive strategy was to pick up everything left behind. But this strategy breaks down pretty quickly, as you can imagine. So then I tried to distribute the responsibility to everyone in the family. If everyone does their part, it should be a minor task, right? But of course, it didn't take long before I realized everyone had very different interpretations of what "clean and tidy" meant. At this point, it dawned on me that the only way to solve this challenge once and for all was by putting a clear plan in place that everyone would commit to.  Yes, I needed a "house-cleaning governance model" just with a better name of course :)

And this brings us nicely to the topic of this week's episode: CX governance. Many CX initiatives start in small pockets of the organizations. This works well in the beginning, as it allows for speed and quick iteration. But at some point, you will have many CX initiatives going on at the same time. And most likely, by then, because of the lack of alignment and coordination, you're wasting a lot of time and resources. The solution is to put a CX governance model in place. But that's easier said than done...

So in this episode, you'll hear the chat I had with Kirsikka Vaajakallio, where we explored questions like:

  • What is the right time to implement a CX governance model?

  • What are the key components of a CX governance model?

  • What makes a CX governance model effective?

  • And what is the role of a service design professional?

All in all, a very interesting conversation about a highly underrated topic in our field from my perspective. 

I know CX governance is probably not the first thing you think of when you wake up in the morning. But after this episode, you'll hopefully see how useful it is to have a common set of rules when you're playing the CX game.

--- [ 1. GUIDE ] ---

00:00 Welcome to episode 166

05:00 Who is Kirsikka

06:15 Lightning round

08:30 What is governance

12:00 How did it start

16:15 When do you need this

19:45 Taking the leap

22:15 Building interest

29:30 Making it tangible

33:00 What needs to be included

35:30 Who owns the initiative

38:15 Long-term success

41:45 Selling the story

46:30 The key question

50:00 Can you start small

52:30 Asking the right questions

55:00 Closing thoughts

--- [ 2. LINKS ] ---

--- [ 3. CIRCLE ] ---

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How CX governance helps you win / Kirsikka Vaajakallio / Episode #166

How CX governance helps you win / Kirsikka Vaajakallio / Episode #166

Service Design Show