What happens between the steps?

A customer journey can look complete when each team describes its own part.

Marketing captures the interest. Sales follows up. Operations delivers. Service supports the customer.

The question I want to explore is what makes the connections between those activities work.

The handoff is part of the experience

Consider a generic example, not a report from a particular company: a customer submits an enquiry, and the information reaches the right system. That says something about capture. It does not establish whether anyone has accepted responsibility for the response.

What tells the next person that the work is theirs? How do they know what has already been promised? What happens when nobody can take it?

A question worth keeping open

Should the owner of a customer outcome also own the handoffs that make it possible? Or does a shared operating agreement work better when responsibility crosses several teams?

There may not be one answer for every business. I would like to understand the conditions that make each approach work, and what evidence would show the difference.