Watch this interview as Jen Jackson, SVP of Customer Service at Litmos, and Michael Rochelle, Chief Strategy Officer and Principal Analyst at Brandon Hall Group™, discuss the pivotal role that reskilling and upskilling plays in building the best customer experience teams.

The world of work has undergone massive shifts in recent decades, yet many organizations still rely on outdated leadership development approaches from the 1950s.

According to research by McKinsey, only 11% of executives strongly believe their leadership programs are successful. Similarly, estimates suggest a mere 10% of the $60 billion spent annually on leadership training generates concrete results. 

These dismal numbers stem from an overreliance on skill-based training that fails to address the increasing complexity and context-driven nature of modern leadership.

As Lori Mazan, co-founder and president of Sounding Board, explains in the latest Brandon Hall Group™ Excellence at Work podcast interview with Rachel Cooke, COO and Principal HCM Analyst at Brandon Hall Group™, leadership is just as complex and can be life and death. The whole of employee development, including leader development, is built on this training model. We still constantly talk about upskilling and reskilling, and there is a need for this. But this is only the most basic.

Speakers: Andrea Sampson, Vice President, Brand & Solutions Marketing, Docebo; Jay Kolbenson, Product Marketing Manager, Docebo; Vince De Freitas, Product Marketing Content & AI Products, Docebo; Kristy Holmes, Product Marketing Manager, Docebo, and Raísa Holmo, Product Marketing Manager, Docebo.

Speakers: Darryl Wilson, Vice President, Kyndryl Consultant; Risham Sahni, (CIO team) Lead, Application Architecture, Kyndryl.

Speakers: Bob Szostak, Director of Customer Solutions, VPS; Steve Thompson, Director of New Business Development, EMEA, VPS; Talat Riaz, Learning and Engagement Consultant, VPS; and David Spano, Senior Lead Software Engineer, VPS