Service Design Show

I have a family with two small kids who are quickly growing up. The challenge many parents, including me, encountered was... how do we keep our home somewhat clean and tidy. My initial and naive strategy was to pick up everything left behind. But this strategy breaks down pretty quickly, as you can imagine. So then I tried to distribute the responsibility to everyone in the family. If everyone does their part, it should be a minor task, right? But of course, it didn't take long before I realized everyone had very different interpretations of what "clean and tidy" meant. At this point, it dawned on me that the only way to solve this challenge once and for all was by putting a clear plan in place that everyone would commit to.  Yes, I needed a "house-cleaning governance model" just with a better name of course :) And this brings us nicely to the topic of this week's episode: CX governance. Many CX initiatives start in small pockets of the organizations. This works well in the beginning, as it allows for sp