Creating a great client experience doesn’t happen by accident. It takes intention, alignment, and authority—and that starts with a clear, executive-backed Client Experience (CX) Program Charter.
What is a CX Charter?
A CX charter is more than a formal document. It’s a declaration of commitment to transforming the way your organization engages clients. Signed by top leadership, a CX charter connects executive sponsorship with the teams responsible for delivering change. It empowers your people to act with confidence, knowing their decisions align with the organization's vision for client experience.
Think of it as your internal constitution for CX—anchoring the why, outlining the how, and inspiring the who.
Why it Matters
CX management isn’t just a project—it’s a cultural shift. The charter articulates the strategic, cultural, and business drivers behind that shift. It gives your people a reason to care and, more importantly, permission to act.
- It helps answer critical questions:
- How will we know we’re succeeding?
- Why are we doing this?
- How does this align with our mission?
- What’s expected of me?
What a Great CX Charter Includes
Here’s what to focus on when creating your own CX charter:
Purpose and Cause for Action
Ground the charter in your firm’s mission. For example: “We exist to improve the human condition. We cannot achieve that without understanding and meeting our clients’ unique needs.”
Cultural Impact
Acknowledge how CX drives internal culture as well as client satisfaction. Excellence for clients leads to excellence for staff.
Scope
Outline the phases of your CX journey, from initial feedback pilots to a fully embedded client listening strategy.
Roles and Responsibilities
Everyone plays a part, from the executive champion to the front-line project manager. The charter should clearly define those roles.
Desired Behaviors
This isn’t about rigid processes—it’s about empowering the right behaviors:
- Making empathetic decisions
- Seeking client clarity
- Acting on feedback
- Collaborating with partners
- Measuring what matters
Metrics
Include both behavior and business metrics:
- Win rates and churn
- Participation in feedback
- CX ideas generated
- Net Promoter Score (NPS)
- Client lifetime value
A Charter is a Rallying Cry
When written well and backed by leadership, your CX charter becomes a visible signpost of commitment. It tells everyone—staff, partners, and clients—“This is who we are.”
The charter creates clarity, unity, and momentum by aligning incentives and expectations. With momentum, culture changes.
Ready to Get Started?
A CX Program Charter is your first step if you're serious about improving your client relationships and turning feedback into growth.
📥 Download our complete guide, Creating a Client Experience Program Charter, or contact us. We’re here to help you build a culture of client-centered excellence.
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