Sales-to-service. Service-to-fulfillment. Policy-to-frontline. Three operational gaps where CX quietly erodes — and what fixes them. The Gist CX breaks where departments disconnect. Customer experience failures often happen in operational gaps between teams, making ownership across handoffs more important than titles alone. Three seams shape customer outcomes. Sales-to-service, service-to-fulfillment and policy-to-frontline transitions determine whether customers experience consistency or friction. Authority matters more than a CX title. Senior experience leaders need decision-making authority, organizational visibility and executive positioning to improve outcomes across departments. A conversation has been happening about the chief experience officer role, whether the title is necessary or performative, whether it creates accountability or masks the lack of it. Both sides of that debate raise fair points. But the conversation keeps circling the title when the real question is about the work itself.…