Enemy #1 to any CX Program is the notion that "It's not my job." Even though job descriptions sometimes say "other duties as assigned," many employees feel they need to limit their duties to maintain control over work scope creep, or to avoid stepping on the toes of fellow employees. Moreover, labor contracts will often reserve certain kinds of work for only certain positions, and this is often for good reason - such as to protect jobs. For example, customer service agents ma