Journey Governance
Assigning owners to customer stages and event definitions
Decide who owns each lifecycle stage’s meaning, event data and use in customer journeys.
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Journey Governance
Journey Governance
Documenting changes to a live journey
Record a live journey change’s rationale, affected customers, approvals, deployed settings and verified outcomes.
Journey Governance
Lifecycle content mapping
Build a lifecycle content map around customer questions, supporting evidence, content jobs and the conditions that make a message stale.
Journey Governance
Lifecycle marketing across the customer journey
Plan lifecycle marketing around customer needs, observable progress, message controls and meaningful outcomes across the journey.
Journey Governance
Lifecycle message rules and exclusions
Define entry, permission, exclusion, priority, send and exit rules so lifecycle messages remain accurate and appropriate.
Journey Governance
Lifecycle operations and monitoring
Keep live customer journeys visible, monitor entry and sending separately, respond to data outages and review operational faults.
Journey Governance
Lifecycle programme governance
Assign owners for lifecycle definitions, live journey changes, shared outcomes and retirement decisions.
Journey Governance
Lifecycle programme measurement
Build a lifecycle measurement plan around eligible customers, verified progress, cohort windows, exceptions and a fair assessment of impact.
Journey Governance
Running a quarterly lifecycle journey review
Run a quarterly review of live journeys using current rules, exceptions, customer histories and specific follow-up decisions.