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