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April 13, 2021 26 min

It’s important for those leading a company’s CX efforts to make certain the customer experience delivered by your front-line employees matches the customer’s expectations. And that means your employees need to understand your brand and the expectations it promises. Host Steve Walker welcomes Chris Wallace, co-founder and president of the InnerView Group, for a discussion on how to ensure your front-line employees deliver the experience promised by your brand.

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