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
I’ve a personal mantra that you have to generate a lot of ideas to get a collection of good ones. It’s somewhat of a joke, as I like to believe I have lots of good ideas, but it’s also true. Since systematic creativity isn’t an oxymoron, there are practices we... more
Once again, it’s time to start worrying about a new generation coming into the workforce. In fact, the worrying has already begun. A recent study showed that managers are not excited to welcome Generation Z, which has already begun to enter the workforce. They’re voicing concerns familiar to anyone who... more
There is a strange dichotomy in customer service organizations. Customer service, at its core, should be joyful. It feels good to help customers solve problems, perhaps have a moment of delight, and feel better about their relationships with brands. But the truth is that those same customers, the ones we... more
Introduction Dealing with customers successfully is a critical skill for an organization, yet developing these abilities is not a given. And for organizations that face high employee turnover, it’s even more challenging. How can you systematically develop and deliver great customer experience skills? The principles behind human learning are still... more
Artificial Intelligence (AI) – cognitive computing, machine learning, chatbots, etc – is hot. Everyone’s talking about it, whether hype (Watson does Dylan!), diligent consideration (where does AI fit in our strategy?), or ethical concerns (what about the jobs?). But some folks are already talking post-AI with a spin: it’s not... more
Enterprise Learning Culture Puts People Before Technology Your people are at the core of the new enterprise learning ecosystem. They’ve always been the most important part. But as our industry underwent it’s first transition away from the classroom in the ‘90s, we put the technology first and learner second. As... more
Can a training, or L&D, department be held accountable for the happiness of its employees? Probably not. But I do think we impact happiness. Unfortunately, I think in some small way training has contributed to unhappiness in the workplace over the past few decades. The last decade has corrected the sins... more
Feature post by Clark Quinn There’s been quite the spate of discussion of late about Artificial Intelligence (AI) and adaptive learning. You’ve no doubt seen the commercials where Watson conducts conversations with talents from Bob Dylan to teacher Ashley Bryant, the latter in which great learning outcomes are proposed. And... more
As the pressure of increasing change drives a need for organizational agility, the cry for innovation is heard. Executives recognize that there is a growing requirement for solving problems faster, for becoming more closely tied to customer needs, and for a tighter coupling between market changes and business response. And... more
