Sarah Marrs & Leonie Brown: Relationship between CX and EX | Qualtrics

How to empower employees to deliver fantastic CX

In their X4 London presentation, EX expert Sarah Marrs and CX expert Leonie Brown analysed the relationship between their two disciplines.
They discovered a gulf between what brands think customers want, and customers actually value.
And that frontline staff had a better idea of customer needs – but needed to be supported in the right way in order to deliver fantastic CX.

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