I had the wonderful opportunity to speak to a group of learning professionals and others at SAP Customer Experience LIVE earlier this month as part of the larger SAPPHIRE NOW conference, SAP’s annual 3-day celebration of business and technology, which drew 30,000 guests from more than 100 countries to Orlando, Florida. SAP Litmos offered a […]

Before I jump into today's post, All Roads Lead to Customer Experience, please allow me to invite SAP Customer Experience LIVE attendees to join my session in the SAP Litmos Thought-leader Track on Wednesday, May 8 at 9AM (ET) in Room C. It will be a really fun, but insightful talk on how to Wow Your […]

Do you know how your learners feel about their learning experiences? The more we learn about emotions, the more we realize they influence everything we think and do.   1.Emotions drive decisions for learners and customers alike. Emotions are driving our decisions, and usually more than we believe they are. According to Harvard Professor, Gerald […]

Training is more than we often think it is. It’s a way to teach standards, procedures, processes. It’s also a way to lead by example to show what sort of experience you want your customers to have. It is in fact "setting the stage" for how you expect your people to perform in order to deliver […]

Transformations are everywhere lately. We’re talking about and hearing about digital transformation, business transformation, transformation acceleration and cultural transformation in just about every other business article or conversation. Cultural transformation is essentially aligning your people, processes and business tactics with a new “north star” for your organization. I would argue everyone should be putting customer […]

The best customer experiences are outcomes of the best employee experiences. Employees can only deliver on great experiences by feeling confident and knowledgeable about the processes, systems and outcomes used to deliver on those experiences. So the best employee experiences demand accessible, relevant and personalized learning. Learners today are demanding better education in less time, […]

This holiday season, the trends around gifts for adults can be classified by one word – comfort. Adults are asking for comfy blankets, super soft socks, cozy pajamas, etc. You get the idea. Some trend trackers will say this has to do with the overall world we live in. As a rule, adults are seeking […]

In the United States alone, the amount invested in sales training each year is staggering – a whopping $800 billion! (Yes, with a B!) It’s not new to say sales is the lifeblood of a business. It’s no wonder there is such a willingness to invest in the success of our sales teams. What if […]

There is a strange dichotomy in customer service organizations. Customer service, at its core, should be joyful. It feels good to help customers solve problems, perhaps have a moment of delight, and feel better about their relationships with brands. But the truth is that those same customers, the ones we are happy to serve, are […]

Customer experience, in all its complexity, really is about one thing to your customers. Expectations. Think about your own customer journeys. Have you ever been disappointed? Most likely, your story starts with a “They promised me...” and ends with a “They just refused!” Consider the classic Jerry Seinfeld "reservation scene" where he and Elaine show […]

We live in a complex world, and many of our products and services are reflecting that. In many organizations, it’s up to marketing to help educate those who will eventually use these products and services. It’s up to marketers to educate customers before they even become customers. Let’s think of this in dollars and cents […]

A simple question often stumps the best of leaders. It’s one of those questions that should be on every corporate strategy document, and yet often isn’t. “What sort of experience do you want to deliver?” Sure, it might be answered ten different ways by ten different people, all of whom believe they are correct. But […]

There are superheroes in your organization.   They handle customer issues with ease and understand how to juggle many tasks at once. They turn an angry customer into a loyal fan. They find ways to improve processes. They are always learning, often setting THE example for others, and typically happy to do their jobs. These […]

Have you thought about ways your learning paths support your customers? Sometimes we don’t connect the dots between what our employees are learning and the experience we expect them to deliver to customers. When it comes to learning, it’s important an organization tie its business goals with employee education. This can’t be just about process […]

The goal of learning in any workplace is to be, well, better. Better at serving customers. Better at increasing efficiency. Better at employee development. Better at staying ahead of the competition. All of that is achievable with the options in learning today, but how often are we really taking advantage of it? The learning paths […]