The customer does not experience departments

A customer experiences one company.

They do not care that the confusing promise came from marketing, the delay came from operations, and the unhelpful response came from support. Those internal boundaries are invisible from the outside.

Organisations, however, measure and manage each function separately. The result is a fragmented experience produced by individually successful teams.

Customer experience is therefore a systems problem. Someone must follow the journey across the organisational seams and take responsibility for the whole.

The handoff is often where trust is lost.