DCX Governance Needs Clear Ownership

Digital customer experience often fails when responsibility is spread across teams but no one has authority over the full journey. Claudia’s article explains why DCX governance requires clear ownership, decision rights, escalation paths, and accountability beyond cross-functional coordination. It compares likely ownership models across CMO, CDO, COO, and standalone CXO roles, showing where each model fits and where it can break down. Technology leaders should care because unresolved ownership turns experience gaps into recurring execution failures.