| © 2022 Freed Associates, Inc. 12 Don’t Let Governance Be a Roadblock to GettingWork Done. How you build and manage your governance structure can make or break the success of your consumer experience improvement efforts. Any significant elevation of consumer experiences requires executive leaders to be at the helm in terms of guiding change. The responsibilities of these leaders must be clearly defined and communicated. And key stakeholders across relevant operational areas and functions of the organization must take their cues from this leadership team. Multiple levels of governance are often required in this type of complex work, with a top level that includes key executives with decision-making rights and an additional governing body (or bodies) with accountability for overseeing the progress of the work. It is equally critical to provide clarity to project teams on where and how they can make decisions. Get Clear on Governance and Accountability.
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