Unlocking the Secrets of Effective Customer Education

On today’s episode, we’re breaking new ground with our first-ever in-person interview, featuring the amazing Melissa Lapiane, the Training Manager of Freedman’s Home Improvement! Melissa is a true thought leader in learning and development (L&D) and brings a ton of experience and practical tips to this conversation. If you’re looking to take your employee training to the next level, you’re in for a treat.Melissa also shares her exciting vision for the future of L&D, full of ideas to inspire and empower your team. Whether you’re in L&D or leading a team, this is an episode you won’t want to miss!Together we discuss:How to truly connect with and engage your audience for lasting impact,Practical ways to keep training relevant and effective, no matter the size of your L&D teamWhy microlearning is changing the game for employee training.

How can the rise of AI and intuitive skills revolutionize learning and development while keeping human engagement front and center?In today’s episode, we chat with Alexandra, Head of Functional Learning & Culture at Kraft Heinz, about how technology is transforming workplace learning. She shares sharp insights on evolving internet skills and the role of human practice in harnessing AI’s full potential. Alexandra and David dive into how managers can create a vibrant learning culture, the art of clear communication, and the power of small, incremental wins. Plus, they explore strategies for aligning learning with business goals and tackling the all-important "What's in it for me?" question to keep learners fired up.Join us as we discuss:The captivating shift from Boolean searches to intuitive Google queries and its connection to today’s AI, highlighting the need for tech skills evolution through practice.How to engage managers as learning partners and arm them with tools that supercharge post-training application and team performance.Why focusing on the learner’s perspective and connecting their contributions to business objectives boosts engagement and motivation.

Join us for an eye-opening discussion with Dr. Stella Lee, Director of Paradox Learning, as we debate over the world of AI. Discover why the rush for innovation calls for stronger regulations and explore AI's transformative potential, from automating simple tasks like writing emails to navigating complex environments with autonomous vehicles.Dr. Lee shares how AI is reshaping learning and development, revolutionizing assessments, and fostering critical thinking. Her AI literacy framework offers a roadmap for understanding AI's broader societal impacts and preparing for a future defined by human-AI collaboration.In this episode, we discuss:The effects of rapid AI deployment without adequate regulation and the implications of machines making high-stakes decisions.The challenges of implementing driverless buses in South Korea and insights from Stella's AI literacy framework, emphasizing societal impacts and ethical considerations.How AI is transforming education and reshaping the workforce, highlighting the importance of retraining displaced workers and ensuring ethical AI adoption.

Today we sit down with industry expert Danny Klein to discuss the impact of inflation on the restaurant sector and the evolving perception of value in fast food establishments. Danny sheds light on the role of technology, such as kiosks and robotics boosting efficiency, while addressing the broader implications of labor costs. The challenges we are facing with rising prices, causing us to focus on the importance of internal promotions for cutting costs and fostering career growth, Flexibility and adaptability have never been more important to navigating the fast-paced, ever-changing landscape of the restaurant industry.Join us as we discuss:How rising prices are reshaping customer behavior and the need for restaurants to reassess their value propositions.The role of kiosks and AI in optimizing operations, enhancing employee roles, and improving efficiency. The financial benefits of internal promotions and providing growth opportunities to keep the workforce motivated and aligned with brand values.

Today, we’re joined by John Leh, CEO of Talented Learning, to shed light on the often-overlooked but vital role of customer education in business success. John underscores the importance of aligning training with business goals, tackling the complexities of globalizing customer education, and the promising future of embedding learning into everyday work environments. He also explores the pivotal role of AI in personalized learning, highlighting how effective customer education not only boosts loyalty and advocacy but also drives significant positive impact on the bottom line.Join us as we discuss:The connection between learning and development and customer experience, and how external groups are hiring experts directly.The potential for L&D to become a revenue generator through strategic customer education The future of integrating learning into daily work, the role of AI in personalized learning, and showing tangible results to justify training investments.

In today's episode we sit down with Kelly Palmer, the Chief Strategy Officer at Southern New Hampshire University. Kelly, brings her extensive experience in skills development to the table as they explore the ever-evolving nature of skills in the modern workplace.Together, they address the challenges of maintaining relevant skills in a rapidly changing environment, the role of technology and AI, and the necessity for ongoing professional development.Join us as we discuss:How skillsets have been slowly outshining the significance of traditional degrees in the face of rapidly evolving job demands.The challenges within organizations to adjust their hiring criteria and the communication gap between universities and employers.How the future of online education could lead to the closure of many traditional universities due to lack of adaptability.

From the role of AI in corporate settings to the potential of virtual reality, our host, David, is joined by special guest Lefteris Ntouanoglou the Founder & CEO of Schoox, to dig into the realistic applications and common misconceptions of technology in the workplace. This episode is a must-listen for anyone interested in the intersection of technology and corporate development. Together, they dive into the critical issue that plagues many organizations: the misalignment between the continuous nature of learning and the often non-continuous approaches to improve performance management.Join us as we discussHow technology, particularly AI, could revolutionize how we identify skills gaps and tailor learning.The role of AI in corporate settings to the potential of virtual realityThe complex terrain of AI, corporate training, and the small, calculated steps organizations can take towards future learning and development

Listen in as we speak with  Vincent Lebunetel, the Co-founder of Boostrs, to unpack the crucial role of measurement in learning and development.. In this discussion, we tackle  the challenges that professionals face in the analytical side of HR, especially those who might find data analytics rather intimidating. With the emergence of Gen AI, the stakes are higher than ever for integrating analytics into our HR practices.Join us as we discussDealing with Data and the challenges of embracing analytics for L&D in the workplace.How AI and natural language processing are revolutionizing the way we think. The importance of understanding and upskilling HR in the wake of Gen AI advancements

We sit down with Felicia White, Director of Scooter's Coffee. We discuss the practical application of learning strategies in business, and focusing on the quick-service industry. She shares her experiences implementing effective training and engagement techniques at Scooter's Coffee. We also explore how these strategies enhance employee skills and contribute significantly to business growth and customer satisfaction. Felicia emphasizes the importance of adapting training to meet diverse customer needs and the role of technology in modern learning environments.Key takeaways from this episode:Innovative methods like 'quick upsell' for practical sales training.The impact of tailored training on customer service and employee engagement.Exploring the future of training with a blend of human interaction and technology use.

We sit down with Charles Jennings, managing director at Duntroon Consultants and a renowned expert in learning and development, to explore the complex relationship between skills development and organizational performance. Charles discusses the nuances of building high-performing teams and organizations, challenging the conventional wisdom prioritizing skill accumulation and collaborative team dynamics. We also talk about the role of AI in reshaping learning strategies and the potential pitfalls if not aligned with a performance-centric mindset.Key Points:Charles emphasizes the limitation of focusing solely on skills acquisition, arguing for a more holistic approach that integrates skills within the broader context of team dynamics and organizational objectives.The dialogue underscores the need for shifting from a traditional learning-centric approach to a performance-oriented mindset, advocating for learning strategies that directly contribute to tangible organizational improvements.Charles predicts challenges in effectively integrating AI into learning and development, stressing the need for a paradigm shift in operational models beyond conventional content-centric methodologies.