You have decided that customer experience is a strategic imperative in your organization. Great investments have been made in defining the strategy to guide it and in a framework to help engineer it. You recognize that people, processes, systems and technology need to be aligned with the new imperative. But there are still questions and challenges in the organization. How do we know that we have the right culture for this strategy to be successful? Do we have alignment between the strategy and the brand definition and promise to the customer? Is everyone's understanding of the strategy and their role on the same page? Is cultural transformation top-down, bottom-up or both? How effective is our execution capability and readiness? How customer centric are we really? Are the right KPIs being measured? Do we clearly understand the driving factors and attributes of CE? Why are we not getting the results that we projected or expected?