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Posts tagged "training"

Spring Training: Three Ways L&D Can Learn from Baseball
Mar 12, 2020 | Articles, Enterprise Learning

Spring Training: Three Ways L&D Can Learn from Baseball

Here in the U.S., we’re right in the heart of Major League Baseball (MLB) Spring Training season. This is the time of year when teams travel to practice facilities in the warm climates of Arizona and Florida to play exhibition games before the regular season begins. Spring Training gives young... more

Your Culture Needs More CX Training
Aug 7, 2019 | Articles, Customer Experience, Customer Service Training, Employee Experience, Enterprise Learning

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 by The Conference Board, CEOs globally expressed concern over the idea that customer experience will be more important than products. From The C-Suite Challenge, 2019: “Worldwide, CEOs agree they need... more

What’s L&D’s Role in Supporting the Brand Promise?
Jul 25, 2019 | Articles, Customer Experience, Enterprise Learning

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 of lack of ‘engagement’. Another important promoted issue, particularly in the area of customer experience and success is ‘brand promise’. Here, it’s about an offer to the customer that’s enticing... more

Managers are the key to learning and development
Jun 13, 2019 | Articles, Employee Experience, Enterprise Learning, Instructional Design, Learning, Training Management

Managers are the key to learning and development

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... more

All Roads Lead to Customer Experience
May 6, 2019 | Articles, Customer Experience, Customer Service Training, Learning, Sales Training

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 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... more

How do Lucky Learning Pros Find their Pot of Gold?
Mar 15, 2019 | Articles, Course Content, Customer Experience, Enterprise Learning, Learning Management System

How do Lucky Learning Pros Find their Pot of Gold?

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... more

What NOT to do in L&D
Jan 16, 2019 | Articles, Course Content, Course Design, Enterprise Learning, Learning

What NOT to do in L&D

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... more

Engaging Employees to Learn as Part of Your Customer Experience Strategy
Dec 19, 2018 | Articles, Customer Experience

Engaging Employees to Learn as Part of Your Customer Experience Strategy

The best customer experiences are outcomes of the best employee experiences. Employees can only deliver on great experiences by feeling confident and knowledgeable about the processes, systems and outcomes used to deliver on those experiences. So the best employee experiences demand accessible, relevant and personalized learning. Learners today are demanding... more

Critical consumption of content
Dec 4, 2018 | Articles

Critical consumption of content

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... more

There is no eLearning! Only Zuul!
Aug 27, 2015 | Articles

There is no eLearning! Only Zuul!

What is eLearning? (Please pardon the gratuitous movie line as a blog title.) Every few years it’s important to step back and look at our industry. I’ve had conversations with colleagues recently covering the state of the industry. And sadly, the conversation ends up feeling more like the state of... more

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