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 ”. They need to be able to advise and guide the sales team on how to improve sales conversion, counsel the customer service team on how to acquire listening skills when dealing with irate customers, or empower the technology team to quickly deal with security breaches. 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. ” 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. Photo by David Lubarsky.

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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.

CLO perspective: Workforce transformation starts on the frontline


But frontline workers are essential for a reason that has nothing to do with COVID-19: they’re the people actively creating customer experience every day. It’s easy to trace a line from customer experience to business performance, and that line includes employee engagement.

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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. It also involves identifying the stakeholders, audiences, services and scope of the function. The CLO cannot be a strategic partner without developing key relationships throughout the organization.

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Continuous learning with a purpose

CLO Magazine

In fact, this past year during COVID-19, the company launched numerous promotions to support customers during the pandemic – all launches supported by the Global L&D team, a time when “it’s really important to stay connected,” Tedrick says.

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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ChoiceU supports thousands of hotel franchises with an agile learning strategy

CLO Magazine

The data analytics manager also discovered that even though much of the training available to leaders and employees focused on operational needs, what many people felt was lacking was content on customer service and handling difficult situations.

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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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. 5 Capabilities of an Enlightened CLO.

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. Cammy Beans Learning Visions Musings on eLearning, instructional design and other training stuff. Friday, February 06, 2009 Building Measurement into Our Training-Development Process Another lunchtime webinosh with Dr. Will Thalheimer. The topic today: Building Measurement into Our Training-Development Process.

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Busted: 5 top myths about VR and AR training

CLO Magazine

s National Health Service are already using the technologies at scale. For example, difficult conversations across leadership, HR, sales, customer service and more can be practiced with the aid of avatars.

Learning Pool adds 10 new US events to their calendar for 2020

Learning Pool

Financial Services L&D Innovations – Virtual event, March 17-19 ,2020. CLO Breakfast Briefing – Atlanta, March 16, 2020 . CLO Breakfast Briefing – Dallas, April 23, 2020.

Is automation enhancing or harming your employee experience?

CLO Magazine

In areas like e-commerce and customer service, the focus on digital transformation has been mostly positive, as retailers have upped their game by creating digital experiences that keep consumers engaged on shopping websites and with AI-fueled chat bots that replace customer service agents.

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Five Disney Inspired Words for Effective Talent Management

CLO Magazine

Companies that aim for the heart attract passionate employees eager to deliver purpose and customers who connect, buy and rave to others. Live better,” to Southwest Airline’s “LUV”, purpose engages, unites and inspires employees, customers and investors. Bad processes destroy service.

Creative ways to support managers of remote teams

CLO Magazine

Successful businesses bring together diverse teams of employees to serve a broad base of customers. Training helps managers understand performance is measured by the quality of service, timeliness of service and work produced.

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How to build the business case for Virtual Reality


Top business applications for VR – training for health & safety , operational efficiency , customer service , or soft skills – can all map to a variety of objectives. Another key area for many of Strivr’s customers is productivity.

Drop the hierarchy: Why people skills are more important than ever

CLO Magazine

The post Drop the hierarchy: Why people skills are more important than ever appeared first on Chief Learning Officer - CLO Media.

Creative Employees Improve Customer Satisfaction

CLO Magazine

Companies that want to improve their customer service levels may want to consider how well they’re investing in their employees’ creativity, suggests new research led by the University of East Anglia. According to study results, published this October in the Journal of Management , retail bank and cosmetic branch staffs that were on average rated more creative by their managers also received high customer satisfaction evaluations from customers.

The DevLearn eLearning Rockstar Stage Reveal

eLearning Brothers

Stephen and TGA have developed award-winning game-based solutions that have been used to onboard new employees for sales and product training, security, compliance, processes, customer service, and many other training topics. Audience: Novice to advanced project managers, managers, directors, and senior leaders (VP, CLO, executive, etc.). Audience: Novice to advanced project managers, managers, directors, and senior leaders (VP, CLO, executive, etc.).

A buyer’s guide for immersive learning technology

CLO Magazine

After H&R Block began using VR to help its employees gain important customer service skills , the company saw a 50 percent decrease in dissatisfied customers and a nearly 10 percent decrease in customer handling times among workers who took part in the program.

How to get your L&D budget approved

CLO Magazine

The former CLO for IBM once shared an interesting story with us. Another example is the customer service that the organization delivers. This may be reflected in an NPS for the organization or in customer satisfaction if there is a set of behaviors driven by the program.

Manager's Role in Learning and Performance Improvement

The Performance Improvement Blog

A hospital learns how to put the “wow” in customer service. Managers have control of their own learning, not corporate trainers, HR, or a CLO. What should be a manager’s role in employee learning? This is the question I will be answering in an ASTD-sponsored webcast on September 24, 2013 from 1:00 p.m. to 2:00 p.m. Eastern Time. .

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2018 Learning In Practice Award Winners Announced

CLO Magazine

2 at the Fall CLO Symposium in Houston, Texas. CLO of the Year. Customs and Border Protection. Division 1: Gold: Damodar Padhi, Vice President and Global Head, Talent Development, Tata Consultacy Services. Bronze: Alanna Corrigan, Senior Director, Customer Service Training Design & Transformation, Air Canada. Silver: Edward Bell, Director, Dell EMC Education Services. Silver: Charles Atkins, Vice President, Dell EMC Education Services.

Leadership and the return to the office

CLO Magazine

But even in dark times, there are positive messages to share about teamwork, customer service or the noble fight for survival. . The post Leadership and the return to the office appeared first on Chief Learning Officer - CLO Media.

Excellence in Content

CLO Magazine

Excellence in Content recognizes vendors that have created superior customized and/or off-the-shelf learning content. When EmblemHealth decided they wanted a comprehensive training program to turn their call center into a concierge service, Zelus Consulting Group created PACE.

Taking your training program digital? Ask these 3 questions

CLO Magazine

Does your competitive advantage lie in offering low prices or great customer service or niche products? Digital training options could improve customer service with consistent onboarding. Ask these 3 questions appeared first on Chief Learning Officer - CLO Media.

3 ways learning has become core to the new world of work

CLO Magazine

When faced with mandatory store closures, leaders were able to give employees a choice of career paths they can perform from home (like telesales or customer service) and offer personalized online learning recommendations to close skills gaps required for those new roles.

Why businesses need an internal career marketplace for skills, ASAP

CLO Magazine

For example, many companies have found that they can’t send out as many people to do in-person sales calls, but their call centers and online customer service centers have been overwhelmed.

Cloudy with a chance of budget approval

CLO Magazine

Case study: customer retention program. This particular organization would like to reduce the number of customers who are deciding not to continue the annual service contracts and cancelling their contracts.

Learning: your secret weapon to employee engagement

CLO Magazine

Overall, engaged employees contribute to better customer service, quality, profits, productivity and reduced employee turnover. Not engaged employees tend to be neutral, do just enough work to get by, and have little concern for the organization, customers or profits.

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Chief Learning Officer Announces 2018 Learning In Practice Award Finalists

CLO Magazine

Gold, silver or bronze award rankings will be announced during a special awards reception on Tuesday, October 2, at the Fall CLO Symposium Plus in Houston. Customs and Border Protection. Division 1: Alanna Corrigan, Senior Director, Customer Service Training Design & Transformation, Air Canada. Damodar Padhi, Vice President and Global Head, Talent Development, Tata Consultancy Services. Division 1: Edward Bell, Director, Dell EMC Education Services.

Excellence in Executive Education

CLO Magazine

Three years ago, Ernst & Young LLP had an ambitious idea — to increase growth in all service lines. This strategy, known as Vision 2020, focused on winning the market by providing top-notch customer service, creating high-performing teams by hiring the best people, and supporting member firms’ success. Tags: Learning In Practice Awards The post Excellence in Executive Education appeared first on Chief Learning Officer - CLO Media. Learning in Practice Awards 2016.

Thinking Beyond a Seat at the Table

CLO Magazine

It’s time to take the CLO role to a higher level, not just on the organization chart, but in terms of influence and organizational accomplishment. Chief Learning Officer ’s “2015 CLO Measurement and Metrics Survey” indicated that 36 percent of CLOs are using business impact to show the value of learning to the broader enterprise. Also, the CLO is responsible for talent development. There are five potential areas where the CLO can move beyond earning a seat at the table.

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Leadership in the Great Acceleration

CLO Magazine

Health care diagnostics, education, customer service, insurance and automobiles are some of the industries that are ripe for drastic change. Breakthroughs occur when managers and individuals make incremental improvements with customers in mind. It’s not your imagination.

SkyPrep, Bridge and Litmos LMS Top User-Friendly LMS List

CLO Magazine

Providers were measured by a combination of usability, customer service and customer reviews. Take advantage of the LMS companies’ customer support teams — they’re there to help.”. Tags: LMS The post SkyPrep, Bridge and Litmos LMS Top User-Friendly LMS List appeared first on Chief Learning Officer - CLO Media.

Culture Is Key to Sustained Design Thinking-Based Practice

CLO Magazine

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. In the service industry, Wendy’s is offering up limited time offer products and services every month.

Why companies must consider a strategic approach to employee education

CLO Magazine

Office support, food service, production work, customer service and retail sales jobs are most vulnerable. Meanwhile, the fields of healthcare, STEM occupations, creatives and arts management, and business and legal services are expected to create new job opportunities.

Walmart Grants the CWDC $4 Million for Career Advancement

CLO Magazine

Someone may start in a retail position and get to move up a few different levels to see what competencies they have and understand how those competencies they’ve developed in customer service can now translate into the IT industry and what that might look like if they want to make a career switch,” Wheeler-Berliner said. . The post Walmart Grants the CWDC $4 Million for Career Advancement appeared first on Chief Learning Officer - CLO Media.

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How the pandemic economy will shape business in 2021

CLO Magazine

Manufacturers are now using these solutions to overlay virtual or special digital environments to augment design, production, training and customer services uses. The post How the pandemic economy will shape business in 2021 appeared first on Chief Learning Officer - CLO Media.