I am sure that you find a big challenge in the subject of Customers Experience is getting all parts of an organization to work together. A lack of coordination between departments is normally a one of the many causes of a poor experience and causes gaps / overlaps appear.
 
As I reflect back to my 25 years working in blue chip companies the reality is people are naturally very focused on their own department, overcoming their challenges, and working to achieve their targets. But who looks at the overall experience of the Customer?
 
It is vital for any organization trying to improve their overall experience look across the whole Customer journey either by appointing a person, a team or establish a mechanism where this review can take place. Without this the experience will be uncoordinated and will incur additional costs. For example one of our Utility clients was trying to improve their Customer Experience. We discovered their call centre was very focused on speed in which they dealt with the Customer, getting them on and off the phone as fast as possible to meet their targets
 
Read the entire CustomerThink article.