In the second part of this episode, Leslie explains more about how customer experience can be further accelerated by not just focusing on the frontline. First, the back office also needs KPIs that relate to the customer and other aspects it has an impact on. Next, feedback about quality, prices and delivery should reach the back-end teams. Lastly, instead of calling them back-office departments, let's call them frontline supporting teams. By creating a feedback loop between frontline and those supporting teams, the customer experience will skyrocket. Houston, we have a solution!