In today's economy, it's the quality of the service worker that makes or breaks your experience. Our economic center has shifted. With more of our consumer life being digitized, the “non-digital part” becomes even more important than ever. We expect our Service reps to be knowledgeable, well-trained

Employers have to spend even more time and money on your service teams, service organization, and service workers. We need to start to think about service workers, the front-line staff, and the operations team the way we have thought about software engineers.

Hear from Josh Bersin as he discusses nthe importance of Capabilities and the importance of building a "capability taxonomy" -- something that Inkling's Content Strategy can and does help customers with all the time.

Josh Bersin
CEO, The Josh Bersin Company

Josh is a global research analyst, public speaker, and advisor on the topics of corporate human resources, talent management, recruiting, leadership, technology, and the intersection between work and life.

In 2001 Josh founded Bersin & Associates, known as the leading research and advisory company in corporate HR. In 2012 Bersin was acquired by Deloitte, and became Bersin by Deloitte. In mid-2018 Josh retired from Deloitte and started the Josh Bersin Academy, the world’s home for HR.

Josh and his team of experts offer offer research, advisory services, the Global HR Capability Project, and the Josh Bersin Academy, the only end-to-end professional development platform dedicated to HR leaders and their teams.

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