You have a business model that delivers products and/or services across channels, brick and mortar, online, phone. You have multiple locations doing the same things in the same way, such as a retail network, call centers, service facilities. There are numerous touchpoints for customers throughout their life time value journey with you. There is a significant amount of cost because of inconsistency across the networks, channels, and touchpoints. How do we make sure there is a high degree of consistency across the business, that we eliminate the inconsistencies, that we close gaps, prevent gaps and then begin to differentiate for creating distance with the competition? Why are we not getting the results that we projected or expected?