Marc Havercroft - Global Chief Customer Officer - SAP Cloud Business Group| SAP SuccessFactors [Human Experience]

He talks about:

·       Individualization vs Personalization

·       Removing obstacles and listening to your people

·       The importance of Emotional Intelligence

The book that has influenced Marc the most in the past year:

✔️ Grit: The Power of Passion and Perseverance: https://amzn.to/39W5LJM

 Marc’s note all the customer service and CX professionals: 
“Delight your customers and be the subject at their dinner table.”

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BOOK RECOMMENDATIONS:

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