Governance for CX Success: Uniting Teams and Tech for Seamless Collaboration

THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership

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Want to know the real reason why CX efforts fail — and how to fix them? In this episode, Eric Smuda reveals why strong governance is the secret to driving CX success. Learn how uniting teams and technology can boost growth, eliminate silos, and create powerful customer experiences.

About the Guest

Eric Smuda has built a distinguished career based on the belief that taking care of customers to drive organic growth is the most reliable way to help companies succeed. In his various roles, he has focused on translating the voice of the customer into operational improvements, new product and service introductions, and transformational customer experiences that have led to market share, revenue and profitability growth.

The list of companies he has worked for as a CX leader or consultant represents some of the most well-known brands in the world: Hertz, Avis Budget, Hewlett Packard, Walgreens, Humana, Mattress Firm, Duke Energy and TopGolf, among others. He is currently the Chief Experience Officer (CXO) for Likewize, a device protection company in Dallas, Texas.

Relevant Links

https://www.linkedin.com/in/ericsmuda

The Top 3 Key Learnings

1. Governance Drives Growth: Governance connects silos and creates shared accountability — making sure every team is aligned to meet customer needs.
2. People Over PowerPoints: Real CX change happens when leaders collaborate in person, share goals, and build trust — not just through frameworks.
3. Tech is a Partner, Not a Replacement: AI and digital tools must enhance human roles, not replace them. The balance between tech and people is key to future CX success.

Chapters

00:00 Introduction and Guest Welcome

01:12 Eric's Background and Values

03:47 Importance of Governance in CX

05:20 Creating Effective Governance Frameworks

09:47 Addressing Resistance and Building Trust

11:43 Future of CX: Technology and Human Collaboration

17:31 Conclusion and Final Thoughts

Keywords: customer experience, CX governance, Eric Smuda, CX Goalkeeper, cross-functional collaboration, digital transformation, customer journey, seamless customer experience, AI in CX, servant leadership, CX podcast, Gregorio Uglioni, governance frameworks, customer-centric growth, tech and human collaboration, breaking silos, customer insights,

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