It’s hard to believe that SAP Customer Experience LIVE is over! Time flies when you’re having fun and learning how to optimize your training with customers, partners, and colleagues. To celebrate the conference in all its glory, we wanted to recap why SAP Customer Experience LIVE was THE place to be. The Numbers: With so […]

During SAP Customer Experience LIVE, we were honored to showcase our winners for our annual Lenny Awards! The Lenny Awards celebrate exceptional businesses using training to create positive experiences for customers every day.   These awards were driven by hundreds of submissions from our customers across many different use cases. I’m always blown away by […]

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 […]

In Implementing E-Learning, Jay Cross and Lance Dublin suggested that implementing eLearning was an organizational change. That is, the introduction of any such program requires change management. And, it turns out, this is true for training and likely all organizational learning interventions. In a recent article, The Great Training Robbery, Harvard professor Michael Beer and […]

In the second part of this guest series, David Wilson, Founder and CEO at Fosway Group, Europe’s #1 HR industry analyst, builds on his last post for us and reveals practical ways to create learning journeys that help your people and your organisation’s performance. ~~~ If your organisation’s goals are customer centric (and let’s face […]

David Wilson, Founder and CEO at Fosway Group, Europe’s #1 HR industry analyst, joins us to share his thoughts on how learning contributes directly to your customers’ experience – and ultimately your organisation’s bottom line results. ~~~ If you break it down, learning should be a key foundation of any organisation’s success. Hitting sales targets, […]

Analytics are generally used to market and attract new customers to your brand. Big Data can also help you determine how your corporate learners are faring and if the online training content is on target. In this article, I’ll share six tips to measure online training with the help of LMS metrics. How To Measure […]

Imagine you’re a major company in the B2B space. Your sales are mostly handled by your channel partners, and to support them, you maintain a robust partner program. You offer a partner portal with comprehensive documentation, an incentive program to motivate them, and marketing materials they can use in their own efforts. But are you […]

How important is customer satisfaction and experience, and what does it have to do with learning and development? There is the old adage, “The customer is always right,” and countless books and papers outlining business strategies that put customers at the forefront of everything. Brandon Hall Group research says that the number one business priority […]

The countdown leading up to SAP Customer Experience LIVE is on and we have some exciting news and updates around the event. With numbers on the brain, we’ve put together the perfect equation to justify why you should attend. 3 Days + 1 Certification Training + 1 SAP Litmos Happy Hour + 8 Lenny Awards […]

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 […]

It’s St Patrick's Day weekend and millions of people around the globe are about to get their green on and go “Irish for a Day,” even if they don’t have a drop of Irish blood. Not an issue! That’s part of the fun. St Patrick’s Day is celebrated in more countries around the world than […]

The Gig Economy is a thing. What I mean here is that there are an increasing number of companies using independent contractors instead of employees. And, there are complex and limiting constraints about how you can work with these folks. Most importantly, you can’t require them to take training! So, what can you do? In […]

Today, the world is celebrating the achievements of women! A heartfelt cheers to that from our team to yours.  If you’re not familiar with International Women’s Day (IWD), it’s a global celebration of “the social, economic, cultural and political achievements of women” and a call to action to accelerate gender parity. The original IWD in […]

The aviation industry is facing a major personnel shortage. According to Boeing’s 2018 Pilot and Technician report, airlines will need 790,000 commercial pilots and 890,000 new cabin crew members in the next 20 years. This is a concern for several reasons, including the fact that airline positions require a lot of training. Commercial pilots, for […]

Learners are inching closer to the center of learning but still have a way to go. For the better part of a decade, learning professionals talked about making learning more learner-centric and it’s only increased with the renewed focus on the learner experience. But in terms of actual results, the shift has been much slower […]

Are you offering your customer service team the resources they need to keep your customers loyal? In this article, I highlight eight skills that are often overlooked in customer service online training. Customer Service Online Training: 8 Overlooked Skills To Consider Your customer service staff deals with any number of challenges every day, ranging from […]

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 […]

In our increasing drive for data, we’re inclined to want to know more information from people. The move is to evidence-based decision-making. And, increasingly, we have tools that make it easy. Surveys are one powerful tool. You likely have a feedback capability built right into your LMS or if not, you can use a third-party […]

How to make learners fall in love with training Sometimes, L&D people may feel that they're forcing people to learn. After all, the company does have regulatory commitments, specific skills needs, and cultural or internal processes, policies, and programs that must be upheld. You'll find yourself telling learners: "It's required for compliance." "It's mandatory for […]

You’ve got a great idea for a gig economy business and you’re anxious to join Amazon, Uber, Lyft and a host of other companies in the sharing economy, employing independent contractors as your workforce. But wait — you also want to make sure those contractors know how to do their jobs, and represent your company well. […]

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 […]

You’re a sales manager, and your sales team needs training on a specific aspect of their jobs. Your organization intends for this training to be just-in-time learning — if they need a little help, they take a learning module in your LMS, and then they return to what they were doing in the CRM, and perform […]

Even with the many changes to the learning-technology space in 2018, I do believe that 2019 is the year the lens will focus, and companies truly begin to understand the possibilities in front of them — just in time for all those 2020 predictions to come to fruition. This will be the year organizations realize […]