In this episode of METROspectives, METRO Magazine spoke with Inez Evans-Benson, SVP and deputy transit and rail market leader for WSP in the U.S., about the line between customer experience and customer satisfaction. Drawing on decades of industry experience, Evans-Benson offered insights into the differences between the two, along with tips for better customer engagement and more.

Topics include:

·         The differences between customer satisfaction and the customer experience.

·         How to prioritize the customer.

·         Innovating to increase customer satisfaction.

·         How to better engage customers.

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