She said it is common for these functions to roll up to three separate leaders, which produces overlapping strategies rather than one integrated experience. She has repeatedly seen support and sales use different segmentations, which she considers unworkable, and has seen marketing spend misaligned with where sales puts people. Owning all of it makes aligning them her problem.

“one of the things companies don't nail is the human-based customer experience is a product just like the actual product.”

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