Elevating our CX and EX

In this episode of the L&D Transformation podcast, Jack Gottlieb interviews Lou Tedrick, the VP for Global Learning and Development at Verizon. Lou explains that her role involves supporting employees and external learners who contribute to Verizon's customer experience. She emphasizes the importance of the intersection between employee development, organizational culture, and customer engagement. Lou discusses the exciting opportunities in learning and development at Verizon, as the work directly impacts frontline team members who deliver a great customer experience and contribute to the company's revenue and growth. She also highlights the need for upskilling and reskilling the workforce to keep pace with the rapidly changing demands of the digital and business transformation. Lou stresses the importance of aligning learning initiatives with business priorities and leveraging technology that meets the high expectations set by consumer-grade applications. She shares insights on staying connected with learners and incorporating their input in solution development. Lou advises talent development leaders to understand their clients' business needs, stay curious, and actively participate in discussions. She also recommends staying updated on learning technologies and observing how people learn outside the enterprise to ensure a seamless learning experience from personal to work life. Lou emphasizes the significance of creating touch points and engaging directly with various stakeholders, customers, and employees to align learning initiatives with organizational goals. Lou mentions her sons' influence in recognizing the potential of commercialized learning and highlights the importance of being inspired by the next generation of learners.