Yes, strong program governance is a key component often overlooked with a CX strategy. A CX program will require funding and the right resources. However, funding and resources are driven from the top. Therefore, business leaders should provide guidance and governance with an executive committee that establishes CX strategy, adequate funding, and training.
It also helps to have CX champions throughout the organization and a CX manager whose objective is program success. Other cross-functional teams can help to transform the company culture into one more customer-centric.