Businesses today are deeply invested in improving the customer experience. It takes a significant investment in workplace education to refocus roles so that customers feel supported, assisted, and willing to come back for more. Customer experience improves dramatically when leaders invest in initial and ongoing learning that is relevant for their employees.
Most business leaders recognize that success in today’s environment demands much more than exceptional products. Companies must also create great experiences for their customers by leveraging the increasingly complex technology landscape. To do this, employees need to develop new sets of skills on a regular basis. Indeed, learning and development is now a $140 billion industry. However, much of this money is wasted.
By Juliana Stancampiano. This article originally appeared on StrategyDriven on 2/7/19. In many work situations, random things are created because people are not focused on a specific outcome. They do things, launch programs, take actions, but they have no business outcome in mind. The problem usually occurs, because people don’t understand the difference between an outcome and an output. There is
Proven strategy for enabling your people to excel By Juliana Stancampiano. This article originally appeared on HR.com on 1/31/19. What does it take to move a team from being ordinary to extraordinary, to perform at the highest levels? We have found that in today’s environment, where organizations are complex, change is rapid, and customer needs are
by Juliana Stancampiano. This article originally appeared on CLO Media on January 11, 2019. Focus on outcomes to create extraordinary teams that get tangible results. The world has changed. Consumers and buyers today have information at their fingertips, more discerning criteria for how they spend their money along with continuously shifting expectations. To keep up with customers,
To bridge the gap between businesses and their customers, people must be empowered and enabled to fully play their role.
Every day, we hear about businesses that are launching initiatives, spending money and restructuring their organizations, but are they actually getting results?
By Juliana Stancampiano Oxygen recently ran a study of Learning & Development providers and their internal customers, to better understand the perceptions and gaps between the two groups. What we found: L&D gave themselves a failing grade when it came to putting metrics in place to gauge the impact of the training they create; moreover,
Oxygen recently ran a study of Learning & Development providers and their internal customers, to better understand the perceptions and gaps between the two groups. What we found: while providers believe they should have a major impact on the business, and have established decent relationships with their business constituents, they aren’t able to fulfill needs very