What does Inez Evans-Benson emphasize in her discussions on leadership?

Inez Evans-Benson emphasizes the importance of understanding the differences between leadership and management to enhance organizational effectiveness.

How does Evans-Benson suggest improving customer engagement?

Evans-Benson suggests that improving customer engagement involves understanding customer needs and effectively communicating with stakeholders to build better relationships.

What is a key takeaway from Evans-Benson's insights on the future of transportation?

A key takeaway is the need for innovation and adaptability in transportation to meet evolving demands and enhance service delivery.

Why is Inez Evans-Benson's perspective on transportation valuable?

Her perspective is valuable due to her decades of industry experience, which provides her with a deep understanding of both current challenges and future opportunities in transportation.

Videos

WSP's Inez Evans-Benson on Customer Satisfaction and the Customer Experience

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.

Alex Roman・Executive Editor

Read Alex's Posts

February 16, 2026

Inez Evans-Benson shares insights from her extensive industry experience, highlighting the distinction between leadership and management in transportation.
She emphasizes the importance of effective customer engagement as a crucial aspect of successful transportation strategies.
Evans-Benson discusses future trends in transportation and the evolving needs of customers and communities.

*Summarized by AI

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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