Onboarding Employees for Great Experiences
It’s generally accepted that onboarding employees is a critical first step in their employee experience. It’s also good for the...
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 emotions influence education
Do you know how your learners feel about their learning experiences? The more we learn about emotions, the more we...
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 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...