Show report: CX and EX inextricably linked, with empathy as the glue
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MARCH 21, 2023
Delta Airlines CEO Ed Bastian’s announcement that in-flight wi-fi would be free for loyalty members went over with flying colors, drawing hoots and rousing applause. The event, held live after a three-year hiatus, is so named because it focuses on the four pillars of experience management: customer, employee, brand, and product experience.
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