Conference Presentation

Digital Credentials as Mileposts on the Customer Journey: IBM's Engagement Experience

This report is for Education Services members only

Get Access to Member Content

The customer lifecycle creates natural engagement points: first contact, RFP, proposal, sale, support. Education is a common thread running throughout that lifecycle, whether it is education related to the basics of a product in the marketing phases, training while a customer is deploying their new solution, or ongoing education to enable a customer to get the most out of their investment. Offering meaningful digital credentials (open badges and certifications) throughout the product training journey reinforces the relationship between the customer and the supplier, and can provide quantifiable proof of skills the customer has developed. Further, the presence of digital credentials in the workforce (inside or outside the company) shows that customer where pockets of capability may or may not exist, and may guide them to address gaps or exploit availability. Donna Walker, director of training and skills at IBM, will present opportunities created and lessons learned in this interactive session targeted at customers of all sizes.

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

Experience Our Community

Our thriving community of 35,000 services leaders rely on TSIA insights every day.