There's a lot of buzz about how digital adoption will make things easier, better for your customers. And that's right, it will. But it will also put a enormous strain on how companies prepare their workforce to deal with this new digitally enabled environment. To be successful, companies will need to rethink their approach to training, performance, support, and knowledge management.
This talk is primarily for the L&D community - those that serve large populations of employees in contact with customers (think call centers, sales, …) or those that need a better model for thinking through employee development.