Customers don't experience your org chart. They experience the company. When the experience fragments, the cause is rarely the journey map — it's the ownership map.
If no one owns the end-to-end outcome, no one is accountable when it breaks. That is The Ownership Gap™ in its most visible form: every team did its job, the customer experience still failed, and no one in the room is the wrong person to escalate to.
Engineer ownership around the outcome the customer actually cares about. Resolution. Effort. Trust. The journey map will follow.