Here is a confusion with regards to how best GOVERN Customer Experience. Whose responsibility is it?

Thanks Mr Heavenly for invitation:

that is the company's leader ship responsibility with a large percentage so it has better management and after it is affect by customer service employees

Govern Customer experience is the responsibility of the whole orgnization starting with top management which setting the policies which definds the outlines with customers and ends with every employee 

GOVERN Customer Experience will happened due to whole team memers should have the responsibility. They have to dedicate thier responsibility with whole heart.

Thanks

Many beautiful answer here and i agree with them , nothing to add from my side

Customer service experience starts with the management which is suppoesed to develop, train & equip service providers with the best & relevant or up to date skills, then it will be the duty & responsibility of the service provider to fulfill the result of desired customer service experienced.

Thanx for the invitation

Having someone at the ‘top table’ – the ‘c-suite’ – who is accountable for ‘holding up the mirror’ when it comes to Customer Experience is advisable. The guardian of Customer Experience (CX) measurement, all organisations need someone who will ensure that CX is always prominently on the agenda and that strategic decisions are made with a conscious awareness of the effect they will have on customers. However, it is vital that EVERYONE in the organisation from top to bottom recognises their RESPONSIBILITY in delivering the intended CX – the role they play in continuously improving every touch-point in the customer journey and every step in their business processes.

We had spent a lot of time developing ‘employee HEROES’ – the equivalent of a customer persona for employees – a brilliant way of ensuring that all employees know the role they play in delivering the CX this particular organisation wants their customers to have.

If you are unclear as to who is leading your CX charge – how your organisation is doing – what your customer focused priorities are – what role you and your team play in delivering the CX – your business is crying out for much greater governance.

Thanks for your kind invitation....but I leave the answer to the experts.