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 […]
ATD 2019 is the largest event for talent development professionals worldwide and SAP Litmos was proud to be a Platinum sponsor. With more than 2,000 visitors to our booth and a wide variety of SAP Litmos activities, we needed a concise way to wrap up the event. The end result? A basketball-themed acrostic highlighting all […]
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 […]
Before I jump into today's post, All Roads Lead to Customer Experience, please allow me to invite SAP Customer Experience LIVE attendees to join my session in the SAP Litmos Thought-leader Track on Wednesday, May 8 at 9AM (ET) in Room C. It will be a really fun, but insightful talk on how to Wow Your […]
In Implementing E-Learning, Jay Cross and Lance Dublin suggested that implementing eLearning was an organizational change. That is, the introduction of any such program requires change management. And, it turns out, this is true for training and likely all organizational learning interventions. In a recent article, The Great Training Robbery, Harvard professor Michael Beer and […]
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, […]
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 […]
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 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 […]
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 […]
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 […]
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 […]
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 […]
We perceive time subjectively. The past year simultaneously crept along at a snail’s pace and flew by, and here we are in 2019! Things that happened in January 2018 feel like last week but events from a month ago seem like ancient history. This annual paradox makes me want to look back to try to […]
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