Expectations, Education and Exceptional Experiences May 23, 2019 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 May 6, 2019 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 Mar 29, 2019 How important is customer satisfaction and experience, and what does it have to do with learning and development? There is...
How emotions influence education Mar 21, 2019 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 Feb 21, 2019 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 Oct 9, 2018 There is a strange dichotomy in customer service organizations. Customer service, at its core, should be joyful. It feels good...