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...
What's L&D's Role in Supporting the Brand Promise?
One of the robust issues for organizations is purpose. It’s become a rallying cry for organizations to address the dilemma...
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...
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...
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 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...
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...
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...
Learning to Face Customers
Introduction Dealing with customers successfully is a critical skill for an organization, yet developing these abilities is not a given....