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The First Lever of a Successful CLO: Performance Transformation

InfoPro Learning

To read more see the whole guide “ The Three Levers of a Successful CLO ”. Most L&D organizations consist of people who have been rewarded on their ability to get learners to consume training, and as an added bonus, they create training programs that learners enjoy. It is up to the CLO to continue driving this issue center-stage by making it a pivotal part of their success criteria.

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Accidental CLO, Intentional Learning

CLO Magazine

A self-proclaimed “accidental CLO,” Jesse Jackson has served in numerous roles at the multinational banking and financial services firm JPMorgan Chase & Co. “As jobs are being destroyed, new jobs are being created. ” About four years ago, Jackson moved into his current role as CLO of consumer and community banking. As CLO, Jackson is responsible for strategy and execution of the learning approach and delivery across the enterprise.

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Innovation and the CLO

CLO Magazine

All of this creates the need to show more results in a timely manner. The CLO Role. Given these conclusions, the CLO is in a great position to make a difference in innovation. Because innovation comes from employees, and not necessarily investment in research and development, the key is to make sure the culture is created to spark, support and facilitate innovation. So, what can the CLO do? Jack J. Phillips is chairman and Patti P.

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Podcast 28: How Tasty Is Your Product Training? – With Mike Martin, CLO of SAP Litmos

Talented Learning

Our guest is Mike Martin , Chief Learning Officer at SAP Litmos , a leading training platform for customer-focused companies. For example, when product training is an employee imperative, everyone in the organization becomes aligned with the customer experience. Also, for new customers, early access to training makes onboarding more efficient and successful. What led you to this current role as CLO at SAP Litmos? We need to be doing everything we ask of our customers.

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Excellence in Community Service

CLO Magazine

Excellence in Community Service recognizes vendors that have provided significant investment of company resources and time in support of a community service project or initiative. Since 2001, SweetRush has been helping businesses create custom online training and e-learning solutions that help drive talent engagement and success. The post Excellence in Community Service appeared first on Chief Learning Officer - CLO Media.

My Customer Service Reps Are Better Than Yours

CLO Magazine

Working on the front line in customer service, whether in person or over the phone, can be tough. “No No customer picks up a phone and calls a call center, sends an email or asks to chat with an agent because they’re super happy with their service,” said Marilyn Tyfting , senior vice president and chief corporate officer for TELUS International. Customer service roles are a challenge to fill for those reasons.

Transforming the CLO Role

CLO Magazine

A lot of work has been done on standardization of content, lots of work has been done to create self-service experience — search, multi-modality of delivery and different delivery models. I have customers like Sundar [Nagarathnam] at NetApp and Nick van Dam at Deloitte. I have seen how Cisco leveraged the same technology they use for employees to provide the same service capabilities for their partner network.

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Managing Career Paths: The Role of CLO

CLO Magazine

For some organizations, the shortage of skilled executives, middle managers and individual contributors in critical roles already is having quantifiable ramifications — from decreased production capacity to drops in customer satisfaction. The most acute problems are in health care, financial services, industrial manufacturing and some segments of the professional services sector. What’s a CLO to Do? Employee self-service does not imply complete employee independence.

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The CLO’s Critical Role: Nine Areas for Action

CLO Magazine

The previous Business Intelligence column presented an instrument designed to assess the extent to which the CLO and the learning enterprise add value to the organization. The 30-question instrument detailed specific areas that define this critical role of the CLO. Creating a Strategy and Setting the Investment Level. It also involves identifying the stakeholders, audiences, services and scope of the function. Maintaining a Customer Focus.

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Marketing Never Ends – How Does Product Education Help?

Talented Learning

Today we feature excellent customer education advice from Ruairi Galavan , Senior Manager of Customer Engagement at Intercom. Every New Customer Counts. Customer acquisition is an obsession among startups. This is especially true for software-as-a-service (SaaS) companies, where each new customer adds revenue that can help your business grow. But I’ve found that even a modest product education effort can keep new customers from leaving.

Customer Training: Are You Ahead of the Curve?


In recent years, the Experience Economy has been reshaping the business world, as companies everywhere pursue new methods to enhance customer experience. Yet, when organizations forge stronger customer relationships, they’re choosing a proven path to competitive advantage. Surprisingly however, some companies (still) overlook customer education as a pillar in their customer experience strategy. Customer Training is Ready.

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CLO Podcast: Stephanie Speights of Children’s Health on Centralizing Learning

CLO Magazine

Since this episode was recorded, Stephanie took on the CLO role at Parkland Hospital and Health System, one of the largest health systems in Dallas. Plus, co-host Justin Lombardo talks about the three things to look for in a new CLO role and why he thinks centralization is the way to go for the modern learning function. She just landed a new gig, it’s still in Dallas, as senior vice president, talent management and development and CLO at Parkland Hospital and Health System.

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A Taste for Growth: CLO of the Year Rob Lauber

CLO Magazine

To solve Yum Brands’ challenges, CLO Rob Lauber has created a learning strategy that helps the business and employees grow, making him this year’s CLO of the Year. After graduating in 1985 from the University of Scranton in Pennsylvania with a degree in communications and marketing, he began working at Dun & Bradstreet Information Services as a business analyst. Be restaurant and customer maniacs.

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Creating Conscious Capital

CLO Magazine

The global ride-hailing service will now offer access to a fully funded college degree for Uber Pro drivers — and their families. Howard’s vision for the company has always been about creating amazing interactions between customers and baristas,” Regier said. Providing these customer-facing employees with a free education is one more way to create an environment where they are happy to come to work. “It

Listen: Discover Financial Services’ Jon Kaplan on tuition assistance programs and the importance of building trust among your learning team

CLO Magazine

He worked his way up from aspiring academic to public school teacher to corporate instructional designer and eventually into the top learning job at Discover Financial Services, a Chicago-area firm with 17,000 employees. Jon Kaplan was, until May of this year, vice president of training and development for Discover Financial Services. They’re a large financial services provider headquartered outside of Chicago. And I guess how much a CLO is tied in with company culture.

Chief Learning Officer reveals the 2020 LearningElite award winners

CLO Magazine

This awards program was created with the guidance of a group of chief learning officers and top L&D practitioners to be a comprehensive evaluation of organizational learning and development. Customs and Border Protection. Caterpillar Financial Services. The post Chief Learning Officer reveals the 2020 LearningElite award winners appeared first on Chief Learning Officer - CLO Media. Measurement 2020 LearningElite CLO LearningElite Awards LearningElite

Why Custom Courseware is the Future of Enterprise Learning

Training Industry

Almost without exception, these corporate leaders proceed to explain how their products and services are faster, better and more cutting-edge – whatever the unique qualities are that distinguish their business from industry rivals. With this knowledge, we have just uncovered an ideal subject for your first piece of custom courseware. You can use a custom courseware initiative to define what makes your company unique and why somebody would want to do business with you.

Obsession with efficiency is creating more impatience and less happiness

CLO Magazine

In our tap-an-app society, efficiency is creating more impatience and less happiness. In fact, a Wegmans cashier is coached to scan a customer’s groceries at a designated “items per minute,” or IPM.

Beyond the status quo: how enlightened CLOs can enable true employee readiness

CLO Magazine

It’s a perfect storm of pressure, in which chief learning officers weigh ROI and manage digital disruption across industries as they pivot from the age of the customer to the age of the employee. Not only does a legacy approach overlook the critical, bottom-up insights that come from employees such as those in customer service, sales reps and marketers working on the front lines, it stifles collaboration among those employees as well. 5 Capabilities of an Enlightened CLO.

CLO Joe Ilvento is unlocking potential at Commvault

CLO Magazine

They created a role for me that didn’t exist,” said Ilvento, who became their first CLO and director of talent development in 2011. The company also used separate vendors for performance management, learning management and other HR services, which made it difficult to get a clear view of the human capital data. For his first act as CLO, Ilvento brought together the leaders of every business unit to agree on a single learning management platform.

How Learning Leaders Can Create Accountable Cultures to Drive High Performance

CLO Magazine

I first saw the connection between high performance and peer accountability years ago when consulting with a successful financial services company. It had an unparalleled return on capital, breathtaking sales growth and the highest customer renewal rate in the industry. Paul didn’t have to monitor latecomers or ask Lydia hard questions because he had created a culture of universal accountability. Here are some ways managers can create this kind of norm: Set expectations.

Trish Holliday Teaches Tennessee a Lesson

CLO Magazine

During that time she created programs for local youth and families and helped build clean water systems and repair homes so the people of the community could live a better life. In 2005, Holliday left the ministry for a job as training officer with the state of Tennessee, where she quickly moved up the ranks to assistant director, then director, and ultimately CLO. Service is an important part of government,” Holliday said.

AT&T: Committed to the Future

CLO Magazine

Further, in April that year, the firm committed to only creating new content that is 100 percent mobilized. AT&T Senior Vice President and CLO John Palmer said this mobilization has also had significant payoffs from an engagement perspective. “We focus on creating a culture of continuous learning,” Palmer said. “We proved you can train customer experience virtually, you can train sales people to sell virtually,” Palmer said.

There and Back Again: A Journey of Learning

CLO Magazine

Paul, Minnesota-based Ecolab, a global water, hygiene and energy technologies and services company. Prior to it, she oversaw learning strategy and execution for one of the company’s largest global lines, the institutional business that provides clients with products and services like onsite employee training and inspections. Ecolab’s culture is also customer-focused, Tsai said. If we can help our customers be successful, we will be successful,” she said.

Five Myths of Social Learning


Home > Social Learning > Five Myths of Social Learning Five Myths of Social Learning December 3rd, 2009 Goto comments Leave a comment There is no question that the rise of social networks is creating a profound shift in the way training departments are delivering knowledge to their employees, partners, and customers. Home About Podcasts Videos Xyleme Inc.

Why Chief Learning Officers Should Care About Learning Experience

InfoPro Learning

Around the world, customers – irrespective of the service they consume – expect their experience to be consistent, personalized, responsive, and convenient. Create Learning Journeys, Not Events. To ignore the learning experience is to ignore the largest customer base for CLOs, which naturally makes it an important metric for success. Match the Demands of Today’s Learners, Or Someone Else Will.

Cammy Beans Learning Visions: Building Measurement into Our Training-Development Process

Learning Visions

Guest speaker today is Roy Pollock, CLO of Fort Hill Company. If program is about improving customer service -- then ask customers. Creating Social Presence in Online Classroom (ID.

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Outsourcing: Satisfaction Is Up, Spending Is Down

CLO Magazine

Effective training programs transfer knowledge and skills to employees, customers and partners, help retain employees, and ultimately improve speed to proficiency for everyone. Training outsourcing is typically defined in research as the ongoing transfer of management and execution of one or more complete training processes to an external service provider. Companies that outsource spend about 20 percent of their training budget on outsource services.

Employee-generated Learning is now mainstream

Challenge to Learn

We now have over 1,000 customers in 70 countries. They try to offer products and services similar to Easygenerator’s. CLO Award. We won the golden “Excellence in e-Learning” award at the 2018 CLO Learning in Practice Awards, presented by Chief Learning Officer magazine. This one was awarded for the “Easygenerator enterprise plan for Employee-generated Learning” and for our product innovation in creating a subject matter ex pert-friendly learning tool.

Rockstars on the Road: Hear Marty Rosenheck Speak at These Events

eLearning Brothers

Marty Rosenheck recently joined our team as the director of talent development consulting, enabling our Custom Solutions team to provide an even wider array of services to our clients. You can catch him at any of these, or contact our Custom Solutions team for more information on how we can help you create learning and performance strategies for your organization. The digital economy is creating change at an unprecedented and accelerating rate. Custom Solutions.

Something is Going on Down there in the LMS Market

eLearning 24-7

One of the most irritating things I see in the market, is when a feature or service that is commonly free turns into a fee based. Especially, when it can mislead end users, who maybe unaware that the feature or service is not needed. You can purchase any 3rd party course authoring tool product or use a free course authoring tool product to create your courses and upload them into the Topyx LMS, as long as it is SCORM compliant.

The Employee Experience Imperative

CLO Magazine

Successful digital transformation rests on four pillars: technology, operations, customer experience and culture. It will have operations and customer experience for breakfast, too. Employees are no longer the malleable delivery function of a product or service. They’re central to the delivery of competitive customer experience and the CLO can be a force in building digital solutions alongside cultural and behavioral changes.

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Something is Going on Down there in the LMS Market

eLearning 24-7

One of the most irritating things I see in the market, is when a feature or service that is commonly free turns into a fee based. Especially, when it can mislead end users, who maybe unaware that the feature or service is not needed. You can purchase any 3rd party course authoring tool product or use a free course authoring tool product to create your courses and upload them into the Topyx LMS, as long as it is SCORM compliant.



The training manager, who sees their job as ‘doing training’, responds by creating a training course. Apart from these skills and capabilities, there are others that every L&D professional should have; such as business skills (how many L&D professionals can read a balance sheet or a P&L account, yet how many of their customers and stakeholders will be focusing on these every day?). What would be the role of a future CLO?

Becoming a Learning Culture: Competing in an Age of Disruption

The Performance Improvement Blog

Social media allows restaurants, hotels, airlines, and travel services to market directly to us based on our personal interests. Apps give us car services and meals on-demand – no waiting. These services are competition for established companies and are changing the industry and guest expectations. In that kind of culture, trainers (under the direction of a CLO) drive learning. The CLO, or HR, or a training department controls the resources for learning.

Excellence in Content

CLO Magazine

Excellence in Content recognizes vendors that have created superior customized and/or off-the-shelf learning content. Tasked with making a funny, innovative and, above all, captivating program to increase the Bridgestone sales team’s understanding of Bridgestone tires, SweetRush created Consumer Tire Education. The main challenge lies in creating an engaging program to learn the fine details and minutiae of 40 types of tires.

Culture Is Key to Sustained Design Thinking-Based Practice

CLO Magazine

Innovation is about more than creating something fresh and popular in the marketplace. The concept of testing new ideas is simple — talk to actual customers. But talking to actual customers is one of the cornerstones of design thinking. Seek validation at all levels — when you identify the initial problem or opportunity, to looking at co-design through the solution or ideation process and then ongoing dialogue as a preemptive process to customer service.