Governance as the Foundation of CX with Steve Kunkle

Major technology investments rarely fail because of technical limitations. They falter when governance, leadership alignment, and organizational capability are not deliberately designed.In this episode, Matt Egol speaks with Steve Kunkle, Founder of Mainly Governance and former SAP executive, about the structural and cultural dynamics that determine whether enterprise platforms deliver sustained ROI.Their discussion moves beyond implementation milestones to examine:Why governance is the decisive moment in large SaaS programs.How misaligned definitions of value undermine transformation efforts.The importance of a unified outcome story that connects personal leadership goals to enterprise strategy.The tension between adopting leading practices and preserving meaningful differentiation.Why go-live is simply the start of a cyclical capability-building journey.Steve emphasizes that governance is not a meeting cadence. It is a way of working that integrates accountability, decision-making clarity, and long-term capability development.For CX leaders, transformation executives, and organizational change leaders, this episode offers a strategic, experience-centered perspective on how technology, culture, and leadership intersect to produce real value.Listen tofull episodes on Spotify.⁠https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM?si=-1nDvG10QuGSnoxYfsRmUQ