Customers live the journey in the cabin. Employees coordinate it in the cockpit. Right now, too many orgs are flying without intercom.

The Gist

CX often masks a coordination failure. Many organizations blame customer experience when the deeper issue is disconnected ownership, metrics and decision-making across teams.

Journeys should run the business, not decorate slides. Customer journeys create value when they guide handoffs, accountability and real operational decisions.

Systems thinking beats silo thinking. Brands improve performance when CX, EX, data and frontline execution work toward shared outcomes.

Most organizations don't have a customer experience problem. They have a coordination problem.

Research shows that a 10% increase in employee commitment can drive a 22% increase in customer spending.…