How Should the Learner’s Journey Fit into the Employee Journey?
I’m really encouraged by the amount of focus and attention leaders are beginning to put on the employee experience. Not...
Onboarding Employees for Great Experiences
It’s generally accepted that onboarding employees is a critical first step in their employee experience. It’s also good for the...
Customer experience isn't my job
Is customer experience everyone’s job? Yes… and no. It’s a little too easy to state that it’s everyone’s job because...
Why Non-Customer-Facing Teams Need Customer Experience Training
There is a common refrain (dare I say, excuse?) from teams who don’t see themselves as dealing with customers. They...
Salespeople: It's Halloween but Don't Be Creepy
A little more than a year ago, SAP implored other tech companies, "Don't be creepy!" The request was in regard...
Your Company's Growth Demands CX Training
We joke about the way some people can just get things to go their way simply by being them. You...
Your Culture Needs More CX Training
Business leaders are concerned about keeping up with future demands from customers, and rightfully so. In a recent survey conducted...
Does Your Sales Team Have Bad CX Habits?
Leaders want to deliver exceptional experiences. We all want to deliver for our customers, starting with a sales experience that...
Expectations, Education and Exceptional Experiences
I had the wonderful opportunity to speak to a group of learning professionals and others at SAP Customer Experience LIVE...
All Roads Lead to Customer Experience
Before I jump into today's post, All Roads Lead to Customer Experience, please allow me to invite SAP Customer Experience LIVE...
How emotions influence education
Do you know how your learners feel about their learning experiences? The more we learn about emotions, the more we...
How training sets the stage for your customer experience
Training is more than we often think it is. It’s a way to teach standards, procedures, processes. It’s also a way...
3 customer-centric ideas to rock your cultural transformation
Transformations are everywhere lately. We’re talking about and hearing about digital transformation, business transformation, transformation acceleration and cultural transformation in...
Engaging Employees to Learn as Part of Your Customer Experience Strategy
The best customer experiences are outcomes of the best employee experiences. Employees can only deliver on great experiences by feeling...
Three ways to make learners more comfortable with L&D
This holiday season, the trends around gifts for adults can be classified by one word – comfort. Adults are asking...
The DNA of a Customer-Focused Sales Team
In the United States alone, the amount invested in sales training each year is staggering – a whopping $800 billion!...
3 ways to prevent employee burnout in the contact center
There is a strange dichotomy in customer service organizations. Customer service, at its core, should be joyful. It feels good...
Your salespeople need more education about customer experience
Customer experience, in all its complexity, really is about one thing to your customers. Expectations. Think about your own customer...
How much education does your marketing require?
We live in a complex world, and many of our products and services are reflecting that. In many organizations, it’s...
How Your Mission Defines Your Customer Experience, And How to Train for it!
A simple question often stumps the best of leaders. It’s one of those questions that should be on every corporate...
Leverage your customer service superstars to train for success!
There are superheroes in your organization. They handle customer issues with ease and understand how to juggle many tasks...
Is your learning path a mission toward the best customer experience?
Have you thought about ways your learning paths support your customers? Sometimes we don’t connect the dots between what our...
How Learning Well Can Improve the Experience for Customers
The goal of learning in any workplace is to be, well, better. Better at serving customers. Better at increasing efficiency....