A CX Governance Framework Executives Can Actually Use
BP Group's CX governance framework converts customer experience from a functional programme into a board-level accountability - with decisions, measures, and owners that survive audit.
The BP Group View
Governance is the missing layer in most CX programmes. Dashboards change, tools change, vendors change - but without governance there is no commercial line of sight. The CEMMethod and ACX pathway fix that.
Key points
Customer outcomes translated into board-level measures.
Clear ownership for each customer successful outcome.
Decision rights aligned to the work that delivers outcomes.
Audit-ready accountability linked to financial performance.
What a governance framework should answer
Who owns each customer outcome. What we measure. What decisions are made where. How CX performance connects to revenue, cost, and service in the financials.
How BP Group embeds governance
Through ACX Champion and ACX Mentor, executive sessions, and CEMMethod-aligned process and scorecard design.
Founder Authority
Founded by Steve Towers, BP Group (est. 1992) has worked globally to help organisations redesign customer experience, process, and performance from the Outside-In. Steve is the originator of the CEMMethod® and author of Everyone Loves Great CX. Your Customer Experience Playbook.
Frequently Asked Questions
How is this different from a CX operating model?
An operating model answers how CX runs day to day. Governance answers who is accountable, how we decide, and how we prove commercial value.
Do we need ACX certification to adopt this?
Not strictly, but organisations that certify Champions and Mentors sustain the governance long after initial advisory ends.