What to Do When Partners Don’t Take Your Training
Your partners are the face of your brand. They sell your product, service it and market it. They’re the ones...
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...
6 Ways to Overcome Resistance to Gig Worker Training
Last year, model and cookbook author Chrissy Teigen put in a grocery order with a shopping service. She ordered 5...
Chalk up a Win-Win with Customer Training
The Experience Economy has changed the way businesses compete. Today, good experiences are table stakes; it takes GREAT experiences to...
4 Reasons to Invest in Training Gig Workers
There are a lot of reasons not to invest in training for gig workers. For one thing, mandatory training for...
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...
Powering customer experiences that count
In the second part of this guest series, David Wilson, Founder and CEO at Fosway Group, Europe’s #1 HR industry...
The importance of partner training
Imagine you’re a major company in the B2B space. Your sales are mostly handled by your channel partners, and to...
What’s Learning’s Role in Customer Satisfaction
How important is customer satisfaction and experience, and what does it have to do with learning and development? There is...
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 do Lucky Learning Pros Find their Pot of Gold?
It’s St Patrick's Day weekend and millions of people around the globe are about to get their green on and...
How technology is changing training in the airline industry
The aviation industry is facing a major personnel shortage. According to Boeing’s 2018 Pilot and Technician report, airlines will need...
8 Skills That Are Often Overlooked In Customer Service Online Training
Are you offering your customer service team the resources they need to keep your customers loyal? In this article, I...
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...
Training in the gig economy
You’ve got a great idea for a gig economy business and you’re anxious to join Amazon, Uber, Lyft and a...
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...
2018 in the Rearview Mirror
We perceive time subjectively. The past year simultaneously crept along at a snail’s pace and flew by, and here we...
The CLO Holiday Wish List
It’s that time of year again, when we get to give and receive gifts. How festive and how fun, regardless...
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...
How Training Keeps Your Customers Coming Back For More
Customer churn. If you haven’t heard the term before, it refers to the upheaval that happens when existing customers end...
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!...
Customer training your clients will love
If you've ever been to the Apple store, you know that it's kind of an experience: you can buy products...
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...
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