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
The phrase “digital transformation” is used with increased frequency these days. It is one of those terms people invoke in business conversations while everyone nods in agreement, saying, “Yes, we must digitally transform.” But does anyone in that conversation know what it really means — and does it mean the... more
A simple question often stumps the best of leaders. It’s one of those questions that should be on every corporate strategy document, and yet often isn’t. “What sort of experience do you want to deliver?” Sure, it might be answered ten different ways by ten different people, all of whom... more
In the past few years, we’ve all heard a lot of references to “modern learning,” a term which can be difficult to pin down, depending on several factors, including what we define as “modern.” You could argue that “modern” refers to any current learning practices, just by the nature of... more
Gamification in training has aged well. In the few years gamified e-learning has been around, it has grown from a buzzword into a mainstay of online training. The fact that it’s been around for a few years hasn’t dampened the corporate training market’s enthusiasm for adding points, badges, and leaderboards... more
Among the many areas drawing interest of late is that of adaptive learning. Enabled by technology advances, we can now begin to change learning on the fly. This can be a good thing, but it can also be used poorly, and can be a source of unnecessary confusion. The origin... more
Often we when think of enterprise learning, our minds go to “employee training,” but in our digitally and globally connected world, this is a sweeping over-simplification. The definition and boundaries of enterprise learning have rapidly expanded to include any link in the business value chain, including customers, partners, franchisees, vendors,... more
Recently, workplace learning expert Donald Taylor released the results of his annual L&D Global Sentiment Survey. In that survey, Taylor asked 885 people from 60 countries one single question: “What will be hot in workplace L&D in 2017?” The top answer, beating out social learning, micro-learning, and augmented reality, was personalized... more
Gamified learning has been in the public eye for a while now. The term was coined in 2002 by Nick Pelling, a programmer, but most most people probably became aware of gamification around 2010, when businesses started adding gamification to things like reward systems. It quickly became a buzzword when... more
Data security has been front page news the past couple weeks with data-sharing scandals and allegations that personal data may have been used to attempt to influence the outcomes of the 2016 U.S. presidential election and the Brexit vote. Companies involved in these types of scandals face more than potential drops... more
