For as much time as we spend talking about learning management, companies do not seem to spend a lot of time thinking about learning and managers. This creates huge blind spots within organizations because managers play critical roles in every aspect of learning and development — from strategy to design to delivery to measurement. As […]

The Experience Economy has changed the way businesses compete. Today, good experiences are table stakes; it takes GREAT experiences to win. The gap between what customers expect and what actually gets delivered is real. 80% of CEOs think they’re delivering a superior experience, but only 8% of customers agree (Bain & Company)." Meeting, exceeding and […]

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 […]

My Internet Time Alliance colleague, Charles Jennings, pointed me to this interesting article by Andries De Grip, titled "The importance of informal learning at work" that has interesting implications for the design of learning experiences, particularly when employees are not desk-bound, and/or in high-turnover situations. The key is to get clear about what informal learning […]

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 […]

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 […]

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 […]

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 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 […]

Before reading this post, please take a few minutes to read Part 1 for important context and info on why emotion is so important to learning and why Emotional Intelligence needs to be considered in learning design. Enjoy, and then meet me back here! ~~~ Emotion in Learning (Part 2) Lead a horse to water.  Here's […]

The secret behind learning design? Emotion. You know the old saying:"leave the emotion out of it." I'm here to advise you to leave the emotion in, at least in regard to creating your training programs. Training at its core, is a change management effort, with any training program something needs to change. A skill needs to […]

As do most articles in the L&D space, I frequently talk about what we should do. And, it occurred to me, that I could (and should) also talk about what we shouldn’t do. So here’s my list of things to avoid. There’s no claim that this list is comprehensive, but it is grounded in a […]