This service is for you if…
CEO / MD
You have CX metrics but no one to analyse them, prioritise and turn them into concrete decisions each month.
CX Director
You run initiatives in silos, with no clear governance or regular committee to align the teams.
CFO / COO
You need to connect CX performance (NPS, churn, satisfaction) to measurable business results.
The deliverables of your governance.
Recurring deliverables, not one-off documents. Governance is built over time.
Monthly CX committee
A working session with leadership and teams: KPI review, priority pain points, actionable decisions.
Monthly KPI and insights report
NPS, CSAT, CES and verbatims analysed. Prioritised recommendations and tracking of actions in progress.
Quarterly strategic report
Trends, sector benchmark, a review of initiatives and a 90-day roadmap.
Ongoing support
Available by email/video for your ad hoc questions between committees.
How governance works with Onivio.
1Strategic scoping
Together we define your CX priorities, the KPIs to track (NPS, CSAT, CES, churn) and the scope of journeys involved. This step ensures the governance focuses on what truly matters for your business.
2Governance & tracking
We put recurring committees in place, track the indicators and activate quick wins. Governance becomes the steady rhythm that keeps customer experience on the leadership agenda.
3Continuous improvement
We analyse trends and verbatims to produce actionable recommendations each cycle. Governance does not just measure — it moves things forward.
4Strategic optimisation
We align CX performance with business objectives and plan for the medium and long term. Customer experience becomes a decision lever, not just another dashboard.
Frequently asked questions.
What is CX Governance?
It is an ongoing engagement that involves tracking your customer experience indicators, running the governance (regular committees), analysing trends and turning those insights into actionable decisions — month after month. Unlike a one-off project, governance is built over time to bring your CX strategy to life day to day.
Why put CX Governance in place?
Because many organisations have CX metrics (NPS, CSAT, churn) but no one to analyse them, prioritise and draw regular decisions from them. Governance installs a clear cadence, aligns teams and connects CX performance to measurable business results.
Who is this service for?
For leaders who have CX metrics but no one to put them to work each month, for CX directors running initiatives in silos with no regular committee, and for CFOs/COOs who want to connect CX performance (NPS, churn, satisfaction) to business results.
How does CX Governance work with Onivio?
In four recurring stages: strategic scoping (CX priorities, KPIs to track, scope), governance and tracking (recurring committees, indicator tracking, quick wins), continuous improvement (trend analysis, verbatims, recommendations), and strategic optimisation (CX/business alignment, medium- and long-term planning). Monthly engagement, recommended minimum: 3 months.
How long does CX Governance last?
It is a recurring engagement — monthly, quarterly or annual — with no imposed end date. We recommend a minimum of 3 months to install the governance and measure the first effects. Annual engagement benefits from a preferential rate.
What deliverable will I receive?
Recurring deliverables, not one-off documents: a monthly CX committee, a monthly KPI and insights report, a quarterly strategic report, ongoing support between committees, and a permanent CX dashboard updated every month — which stays with you after the engagement.
Do you support the implementation of the actions?
Yes. Governance is not just about measuring: every committee leads to decisions and tracking of the actions in progress. We help prioritise, arbitrate and keep on course between sessions through ongoing support.
How much does CX Governance cost?
From €3,500/month excl. VAT. The engagement can be monthly, quarterly or annual to suit your needs, with the annual option benefiting from a preferential rate. A precise quote is drawn up after an initial scoping conversation.
How is this different from a one-off CX audit?
An audit is a one-off diagnosis — a snapshot at a point in time. Governance is an ongoing engagement that brings the strategy to life over time: indicator tracking, governance, continuous improvement. Governance is, in fact, most effective after an audit, which serves as the baseline.
Which sectors can benefit from CX Governance?
Any sector where customer experience is a driver of lasting performance: banking, insurance, healthcare, retail, B2B SaaS, services. The method adapts to your context — B2B, B2C or B2B2C — in France and internationally.
Where to go next.
Set the baseline before steering: friction points and prioritised opportunities.
ExploreDefine what you steer: the commitment your teams keep day to day.
ExploreOur editorial hub on customer and employee experience.
Browse insights