This week's interview from 2016 with John Hernandez (then COO & SVP of Service Cloud at Salesforce) is a powerful reminder of what happens when the right people connect at the right time, with the right purpose.
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Organisations are re-evaluating how progression schemes can remain sustainable and meaningful in light of shifting pay frameworks - including recent increases to the Real Living Wage.
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More than 200 senior service and CX execs agree a re-think is required to develop, coach and mentor Team Leaders.
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