Human Resources



Developing talent for the service industry

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In a competitive marketplace and faced with high turnover rates, the consumer goods and services industry has to overcome a unique set of talent management challenges.

The ability to retain the right talent – and provide constant training for them – is imperative to ensuring service excellence in a fast-moving economy.

At Talent Management 2014, Susan Lansing, vice president of global learning and development at DFS Group, will deliver a case study about developing talent which excels in the service industry, and will share how DFS has built a learning strategy which supports high annual growth.

Lansing will also explain in detail how to capture business insights on service excellence in the field – like developing user-generated content from 9,000 employees – and how companies can successfully train more than 1,000 new hires in 30 days while maintaining high service standards.

Talent Management 2014 will take place on 17-19 March at the InterContinental Hotel in Singapore.

For more information on the event and speaker line-up, please visit the website here.

Lansing has a record of achievement in both public and private sectors on four continents providing innovative leadership in learning and development. At DFS, she is responsible for the creation, evolution, management and execution of learning and development related strategies around the DFS globe in the form of a corporate university to support talent development and the achievement of strategic business goals.


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