• Building a data-driven culture is a meticulous task, one that is well rewarded over time.

• Organisations must attach goals and milestones around data acquisition when embedding a data-first approach.

All AI and CX projects need structured data.

Regardless of the phase and organizational hierarchy there are 4 principles organisations must adhere to for effective data governance:

1. Data Value: Organisations need to make stakeholders understand data is a strategic asset, it’s value must be unequivocally embedded across the whole organization from the board – to all functional team members.

2. Data Culture: Building a data-driven culture is a meticulous task, one that is well rewarded over time. Organisations must attach goals and milestones around data acquisition when embedding a data-first approach.

For good data governance, the data must be compliant as per GDPR and other regulatory guidelines.

3. Organisational Alignment: The data governance policy must articulate and support the strategic priorities of the organisation.

Data must be captured and stored to service the needs of stakeholders, identify conflicts and opportunities, and patterns of behavior.

4. Lean Methodology: Lean methodology is a good strategy to adopt. The leadership team must exercise judiciousness and evaluate the needs and set goalposts as the project advances, or the organization matures.

Data governance must be adhered till the very end of a project if ROI is to be maximized.

Adopting AI and emerging technologies to amplify the CX journey is important. Read on.