Last year, model and cookbook author Chrissy Teigen put in a grocery order with a shopping service. She ordered 5 limes. She received 5 bags worth: 200 limes. Teigen’s response to this overabundance of limes was both good-natured and delicious; she made key lime pies, documenting the event on Instagram. But the fact remains that […]
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 […]
There are a lot of reasons not to invest in training for gig workers. For one thing, mandatory training for contract workers is illegal in the U.S., but there's a lot more to this story, so let's dig into it. Most companies in the sharing economy rely on independent contractors to provide their services — […]
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 […]
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, […]
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 […]
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 […]
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 […]
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 […]
I’ve a personal mantra that you have to generate a lot of ideas to get a collection of good ones. It’s somewhat of a joke, as I like to believe I have lots of good ideas, but it’s also true. Since systematic creativity isn’t an oxymoron, there are practices we can use to increase the […]
Of late, I find a number of my posts are about taking down silly articles. And, I find that the claims are increasingly irritating. Now this probably isn’t new, I’m just more ‘sensitized’, but I see some recurrent themes, and I think it’s worth thinking about what they’re doing and what you should watch out […]
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 […]
Happy Halloween! And Feliz Día de los Muertos to our friends in Mexico and Latin America! Before you get decked out in full zombie costume to take the kids trick or treating, or to take yourself to a super spooky party, please take a few bone-chilling minutes to make sure you’re not scaring your learners […]
Artificial intelligence is a term that comes with a lot of baggage, thanks to popular culture. From Asimov to Westworld, machines that act and think like humans are a mainstay in science fiction. In reality, however, there are limits to what artificial intelligence can do: machines don’t make good decisions on their own, and they’re […]
The ATD 2017 International Conference and Expo in Atlanta is THE place to be May 21-24! This is an awesome event with tons of info-packed sessions, so be sure to come prepared to learn the latest trends and best practices to design, deliver, and measure your learning programs. We’d love to hear what you think […]
Every month I contribute a short video segment as the US correspondent for LearningNow.TV. For January, I compiled a brief recap of my experience at CES2017. I did not focus too much on the training/learning potential of these gadgets in my report. However, I think it's important to note that I did not capture these moments […]
Don’t expect better results from your training programs if you aren’t willing to change how you think about corporate training. If you have specialized in online learning or eLearning for your entire career, it’s time to get back to the human side of your chosen profession. Get back into the classroom. And if you’ve always […]
There are over 700 LMS on the market. It's a minefield. Choosing the correct LMS can make or break a project. In this 2-part article, we'll outline some common mistakes that should be avoided when you choose your next LMS. I spoke at length with a client last night who was looking to choose an […]
Several years ago now, some colleagues and I shared our disappointment in the state of eLearning. We felt that the promise wasn’t being lived up to, and wanted to do something about it. Out of that frustration was born the Serious eLearning Manifesto, a plea for eLearning quality. We created a site and asked colleagues […]
I'm not talking about creating a training course about employee engagement and happiness. I believe the training department can directly impact employee happiness and satisfaction by empowering employees to teach. And you need a cloud based LMS platform to do it. Employee engagement is a hot topic. There is a lot of data to support […]
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