In a poll of enterprise contact centers by Deloitte, 82% view the customer experience as a competitive differentiator. But who in the organization is responsible for this customer experience? This topic has been one of much internal debate here at Skilljar, and we often have customers ask us what we recommend as they think through their organizational structure. Training and education is a function that spans all stages of the customer lifecycle, so determining who owns communication to customers is crucial to ensure a seamless customer experience if the responsibility transfers hands internally.