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CX Governance Masterclass

CX Governance Masterclass

Sustaining Customer Experience That’s Profitable and Purposeful Through Ethical Leadership.

Join the CX Governance Masterclass

Why CX Fails Without Governance

Customer experience cannot be left to chance. Without a clear framework, CX initiatives fail to scale, leading to inconsistent experiences and wasted effort. This Masterclass equips leaders with the proven structures, principles, and ethical insights needed to embed CX as a sustainable business system that is both profitable and purpose-driven.

CX Leaders & Strategists who need to build a scalable, long-term CX framework.

Executives & Directors responsible for aligning cross-functional teams and business goals.

Heads of Risk & Compliance who need to safeguard the organization from ethical and reputational risks.

HR & People Leaders who want to embed ethical values and customer-centricity in company culture.

Who is this program for?

CX Leaders & Strategists who need to build a scalable, long-term CX framework.

Executives & Directors responsible for aligning cross-functional teams and business goals.

Heads of Risk & Compliance who need to safeguard the organization from ethical and reputational risks.

HR & People Leaders who want to embed ethical values and customer-centricity in company culture.

Program Designed to Move Beyond Theory

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Build the Foundation

Understand the principles and structure of a mature CX governance model, and build the business case that connects customer experience to revenue, retention, and risk.

Create Accountability

Design clear ownership models across departments to ensure every team is aligned with CX goals and accountable for their part of the customer journey.

Lead with Ethics and Purpose

Design governance policies that safeguard accessibility and fair treatment for vulnerable customers, and learn how to map journeys to identify ethical and systemic gaps.

Measure What Matters:

Integrate inclusion and accessibility metrics into your CX dashboards and reporting, and establish feedback-to-action loops to ensure all customer voices are heard and acted on.

Drive Strategic Adoption

Build a roadmap for governance adoption that is profitable, purposeful, and anchored in ethical leadership.

On average, Our Clients See

0 %
30% reduction in compliance-related fines
0
point increase in customer retention
0 %
Increase in Brand Trust

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CX Signature™

Your brand promise is only as strong as the experience that delivers it. This program helps leaders and cross-functional teams close the gap between marketing and reality, translating brand values into tangible customer experiences. Participants will learn how to make the brand “live” at every touchpoint, turning promises into consistent delivery.

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Programs

CX Governance Masterclass

Customer Experience cannot be left to chance—or to isolated initiatives. Without governance, CX fails to scale. The CX Governance Masterclass equips leaders with the frameworks, structures, and scorecards to embed CX as a sustainable business system.

View Program
2000 Companies. Millions of Learners. One Trusted Partner. 2000 Companies. Millions of Learners. One Trusted Partner.

What’s Happening Next?

Stay ahead with our dynamic calendar:

CX Roundtables

Executive-only discussions
(Aug 8)

Masterclass

The New Rules of Empathy in Business (Sept 12)

Webinar

AI & the Future of Customer Service (Oct 3)

Hear from Our Success Stories

CX leadership has opened our eyes about the art of  customer experience ! She knows her stuff – she’s been there, done that. It wasn’t just boring theory; we got real tips we could use right away. My team and I learned so much about making customers happy, Trust me, it’s worth every penny!”

Sarah M.

Director of Customer Experience

CX leadership has opened our eyes about the art of  customer experience ! She knows her stuff – she’s been there, done that. It wasn’t just boring theory; we got real tips we could use right away. My team and I learned so much about making customers happy, Trust me, it’s worth every penny!”

Sarah M.

Director of Customer Experience

CX leadership has opened our eyes about the art of  customer experience ! She knows her stuff – she’s been there, done that. It wasn’t just boring theory; we got real tips we could use right away. My team and I learned so much about making customers happy, Trust me, it’s worth every penny!”

Sarah M.

Director of Customer Experience

Insights That Inspire Action

CX Leadership Academy –Subscription Form

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