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Posted by Anjali Yakkundi on February 25, 2013
We’ve all heard how people perceive governance: It slows down processes, stifles innovation, and adds unnecessary bureaucracy. It’s time to get over those perceptions. You need governance, and policies and processes don’t need to be roadblocks. Instead, they can enable better customer experiences using governance models that bridge the gap between IT and the business, unify digital experiences across customer touchpoints, reduce time-to-market, and foster a culture of customer-centric innovation.
But right now many organizations we speak with haven’t given enough thought to their governance model. We identified five main areas of digital customer experience governance that application development and delivery (AD&D) professionals should pay attention to:
We go into more depth, with examples and detailed recommendations for each point, in our recently published report. And I’m always looking for great case studies on your own governance structures (or, as I’ve heard more often, governance horror stories), so any feedback is welcome in the comments section.
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