Learning, what is it good for?
David Wilson, Founder and CEO at Fosway Group, Europe’s #1 HR industry analyst, joins us to share his thoughts on...
The importance of partner training
Imagine you’re a major company in the B2B space. Your sales are mostly handled by your channel partners, and to...
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 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...
Supporting Gig Worker Performance
The Gig Economy is a thing. What I mean here is that there are an increasing number of companies using...
How technology is changing training in the airline industry
The aviation industry is facing a major personnel shortage. According to Boeing’s 2018 Pilot and Technician report, airlines will need...
Learning still isn’t very learner-centric
Learners are inching closer to the center of learning but still have a way to go. For the better part...
8 Skills That Are Often Overlooked In Customer Service Online Training
Are you offering your customer service team the resources they need to keep your customers loyal? In this article, I...
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...
How to make learners fall in love with training
How to make learners fall in love with training Sometimes, L&D people may feel that they’re forcing people to learn....
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...
What’s the focus for learning technology in 2019?
Even with the many changes to the learning-technology space in 2018, I do believe that 2019 is the year the...
Emotion in learning (Part 2)
Before reading this post, please take a few minutes to read Part 1 for important context and info on why...
Emotion in learning (Part 1)
The secret behind learning design? Emotion. You know the old saying:”leave the emotion out of it.” I’m here to advise you...
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...
2018 in the Rearview Mirror
We perceive time subjectively. The past year simultaneously crept along at a snail’s pace and flew by, and here we...
The CLO Holiday Wish List
It’s that time of year again, when we get to give and receive gifts. How festive and how fun, regardless...
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...
Optimizing Ideation
I’ve a personal mantra that you have to generate a lot of ideas to get a collection of good ones....
Training Gen Z: What Your Youngest Employees Expect From the Workplace
Once again, it’s time to start worrying about a new generation coming into the workforce. In fact, the worrying has...
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....
5 Steps L&D Can Take to Support HR Employee Advocacy Projects
Employee advocacy is about allowing employees to share your company story and messages with their networks. In some cases the...