This is CX, Episode 28: Building a CX operating model

In this episode, Mike and Paul discuss the CX Operating Model: what it is, why an organization needs one, and the components that are required to build one. During their discussion, they talk about the purpose of the Operating Model (the "charter"), how the operating model helps make the organization's CX North Star real, the people and structure of the CX function, the processes required to make decisions (governance), metrics to show success, and core tools for the CX Operating Model.

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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.