You have decided that customer experience is a strategic imperative. A team has been put into place to design and deploy improvement in customer experience. As you embark on the journey, the team recognizes that transforming customer experience is more than just improving service at the call centers or training on how to deal with difficult customers at the stores. All functions in the organization impact some aspect of the customer journey and customer touchpoints. How do I ensure and validate the customer journey and all the touchpoints, making tight linkages between the various functions and each touchpoint, monitor the impact of the function on the touchpoint, create the right governance and cross-functional model to enhance the system wide customer experience? Why are we not getting the results that we projected or expected?