How can organizations ensure that all departments are consistently aligned towards a unified customer experience journey, especially in a rapidly changing business landscape, and what role does leadership play in driving and sustaining this alignment?

Organizations can ensure alignment towards a unified customer experience journey by clearly defining customer experience goals and expectations across all departments. This can be achieved through regular communication, training, and collaboration among teams. Leadership plays a crucial role in driving and sustaining this alignment by setting a clear vision, providing guidance and support, and fostering a culture of customer-centricity. Strong leadership can inspire and motivate employees to prioritize the customer experience, adapt to changes in the business landscape, and work together towards a common goal.