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skills/governance/SKILL.md

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+---
+name: governance
+description: Use to establish ownership, cadences, and compliance for customer journey
+  programs.
+---
+
+# Journey Governance Framework Skill
+
+## When to Use
+- Standing up or refreshing journey councils and review cadences.
+- Coordinating multi-team initiatives that impact customer experience.
+- Preparing executive updates or compliance reviews tied to journey changes.
+
+## Framework
+1. **Ownership Model** – define RACI across CX strategist, product, marketing, CS, ops, and exec sponsors.
+2. **Cadences** – set quarterly journey reviews, monthly initiative standups, and weekly execution syncs.
+3. **Documentation** – maintain living journey maps, backlog tracker, decision log, and KPI dashboards.
+4. **Change Control** – outline approval steps, testing requirements, and communication plans for journey changes.
+5. **Measurement & Accountability** – set KPIs per initiative, assign owners, and track progress vs targets.
+
+## Templates
+- Governance charter (mission, scope, roles, cadences, tooling).
+- Decision log (request, decision, rationale, owner, follow-up date).
+- KPI dashboard outline for exec reviews.
+
+## Tips
+- Pair governance reviews with updated VOC and telemetry so decisions stay grounded in customer data.
+- Keep documentation in a shared workspace with version history.
+- Rotate spotlight sections in reviews to feature wins, experiments, and unresolved risks.
+
+---

skills/journey-mapping/SKILL.md

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+---
+name: journey-mapping
+description: Use to facilitate cross-functional journey mapping with data-backed insights.
+---
+
+# Journey Mapping Toolkit Skill
+
+## When to Use
+- Kicking off new persona journeys or refreshing existing ones.
+- Preparing workshops with stakeholders across marketing, product, CS, and sales.
+- Auditing journey artifacts for consistency and completeness.
+
+## Framework
+1. **Preparation** – collect VOC findings, telemetry, and existing documentation; define scope, persona, and goals.
+2. **Stage Definition** – align on lifecycle stages, success metrics, and ownership.
+3. **Touchpoint Mapping** – capture channels, emotions, expectations, and supporting systems.
+4. **Gap Identification** – document friction points, root causes, and opportunities.
+5. **Action Linking** – connect gaps to initiatives, success metrics, and measurement plans.
+
+## Templates
+- Journey storyboard canvas (stage, touchpoint, emotion, KPI, owner).
+- Persona one-pager with goals, pains, and preferred channels.
+- Gap log sheet (issue, impact, evidence, owner, next step).
+
+## Tips
+- Keep sessions interactive with pre-read data and live polling.
+- Include frontline voices (support, sales, CSMs) for real-world context.
+- Version control maps so improvements are traceable over time.
+
+---

skills/voice-of-customer/SKILL.md

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+---
+name: voice-of-customer
+description: Use to design, run, and synthesize customer feedback programs tied to
+  journey stages.
+---
+
+# Voice of Customer System Skill
+
+## When to Use
+- Planning journey discovery projects or validating hypotheses.
+- Building continuous feedback loops (surveys, interviews, community, support mining).
+- Translating VOC findings into prioritized journey actions.
+
+## Framework
+1. **Program Design** – define objectives, personas, touchpoints, sample size, and incentives.
+2. **Channel Mix** – select qualitative (interviews, live sessions) and quantitative (NPS, CES, product usage) data sources per stage.
+3. **Signal Processing** – tag insights by emotion, friction type, segment, and impact.
+4. **Insight Packaging** – create artifacts (quote boards, heatmaps, KPI overlays) mapped to journey maps.
+5. **Action Loop** – pair each insight with a recommended experiment, owner, and expected metric lift.
+
+## Templates
+- VOC research brief (question, method, sample, timeline, owner).
+- Insight tagging spreadsheet with stage/persona labels.
+- Signal-to-action tracker (insight → priority → owner → status).
+
+## Tips
+- Rotate participants quarterly to avoid bias; maintain consent logs.
+- Combine VOC with telemetry to validate scale of issues.
+- Share short audio/video snippets to humanize data for stakeholders.
+
+---