Personalization is changing the retail landscape. But how can this powerful tool be realized in customer service? In the past, contact centers have used a one-size-fits-all approach. This made sense for the sheer size and scale of operations. But today, people expect more when interacting with their favorite brands. According to McKinsey, 71% of customers

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In the rush to adopt remote work in early 2020, businesses may not have been equipped with the proper digital tools, leading to disparate communication even within the same teams. This is why, in times of uncertainty, organizations should not leave employees to their own devices expecting them to figure things out by themselves. In

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Scaling cloud knowledge across a quickly growing team — and across distributed geographies — is no easy feat. See how 3M Health Information Systems is using A Cloud Guru to create training “waves” to build skills quickly across the organization.

Capital One is a leader in cloud adoption Capital One was one of the first enterprises to understand the potential of the public cloud, recognizing the unmistakable value in the agility, productivity, security, and efficiency that building on it provides. To help achieve their cloud-based transformation, Capital One developed Tech College to serve as its

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We analyzed millions of responses to hundreds of our hardest questions based on the performance of our learners in those questions. From that, we analyzed some of the top terms and concepts that can trip us up—and help us all get on the same page when we know what they are. In this guide, you’ll

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Disconnect Between Cloud Technologists and Business LeadersFindings of this report reveal a disconnect between organizational and individual cloud maturity. Business leaders reported high confidence in their organizations’ cloud strategies while individual contributors report feeling new to cloud technologies. Despite employee skills gaps, growing cloud skills internally was not one of the top strategies business leaders

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Our Technology Skills Development (TSD) Workbook walks you through TSD best practices with questions to help you create a custom strategy that fuels growth, produces measurable return on investment (ROI) and boosts employee engagement and retention. These courses align to the workbook and dive deeper to help take your TSD strategy to the next level.

CIOs are tasked with more today than ever before, including their organization’s speed, growth, innovation and efficiency. In order to have the capabilities on their teams to execute on these opportunities, skill development needs to be a strategic priority. For most organizations, this isn’t true today. In this guide, you’ll learn the five mistakes companies

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Upskilling is a pivotal tool in your organization’s success roadmap. That’s no longer up for debate. However, what that upskilling looks like can vary, and your approach can transform your results.We surveyed 750+ technologists across all industries to get a clear picture of the state of upskilling in tech today. The results might seem like

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Welcome to Perspectives on Technology Skill Development, a collection of articles by leaders who recognize their organization’s success depends on their ability to consistently and predictably build tech skills. The speed of technological change and pressure to deliver innovations to the market means the old ways of “training” teams aren’t cutting it anymore.