Petra is an advocate of involving all organization layers to participate in customer experience. To understand customer centricity is not only connecting the service to customers, but making everyone at the company to be responsible for the result. “This is not my responsibility, I don’t know how..” is something Petra is not willing to listen to. Instead, she challenges everyone to say “YES, I can!" Petra has nearly twenty years of management experience in aerospace and finance industries, in both the US and in Europe. For over a decade, she has trained hundreds of people, from entry level employees all the way to board members to improve not only their attitude but also a broader understanding throughout the organization. Petra carries always three things in her purse: Attitude for value and engagement Passion for making everyday business worth while Initiative for those who want to take a chance on change.
Three experienced thought leaders will be invited to give a short and sharp first-hand perspective on how they are approaching their talent management at the current unprecedented times. Each thought-leader is challenged to provide 3 practical takeways from their journey and 1 burning question for the audience to actively participate and share their views. A perfect opportunity for peer-led benchmarking!
· What is required of a new agents: looking for different type of candidate attributes
· How are you differentiating yourself as an employer to attract and retain the new type of knowledge based super agents?