With a unique and challenging year behind us, now is the time to reflect on how the pandemic is bringing digital conversations to the forefront in 2021. Sales success will be determined by how well these conversations flow and convert.

The lockdown has been hard on just about everyone. But for people working in training and development, it’s been particularly rough. Sure, they made the same shift to working from home that we all did, but, unlike the rest of us, the intensity of their work increased massively at the same time.

The events of the past months have us all questioning our business models, from where and how we work, to how we help our leaders, managers and employees adapt to change while they continue to run the business. One of the lessons that has become apparent is that many of our old learning and development paradigms have been broken and it’s time to question whether we bring them back.

Return on Investment (ROI) for customer-facing or coaching training programs has always been elusive. Ninety-four per cent of CEOs are looking to their L&D teams to drive results, but only 8% are satisfied that they are getting what they need. The big disconnect is measurement.