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Greg Sutherland: Pushing power to the edges

When rules dictate the course of every customer interaction, they limit an employee's ability to react in context, to preserve or develop a customer relationship. MIX Maverick Greg Sutherland, the executive general manager of strategy and innovation at National Australia Bank, describes how NAB is pushing power to the edges by developing a culture where frontline staff are empowered to do the right thing.

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