workplace learner as consumer : can l&d reorient to deliver value ?
TRANSCRIPT
Learning Cafe Online Forum
Workplace Learner
As Consumer :
Can L&D Reorient to
Deliver Value ?
1
Thu, Aug 6, 2015
12 -1 pm AEST
Ways to participate:
• Q&A Box - comment, whinge & opinions
• Twitter Backchannel - #lrncafe
Knowledge
Sharing
Better Practices
Experienced
Panel
Introductions
Jenelle West – Manager Learning
Governance, Strategy & Policy at Suncorp
Group
Kara McLeod – Asia-Pacific Employer
Branding Manager at Ernst & Young.
Jeevan Joshi – Producer – Learning Cafe
Webinar Dashboard
Start Up/
Experiment
Organisation
/Industry Adoption
Why Bother ? Remove Fog
Maturity/
Effectiveness
Busin
ess
Valu
e
Low
Low
High
High
Now
Vision
Novice Explorer Practitioner Expert
Design Business
Get
Answers
Get the
Questions
Just Right
Looking for Answers
Content/Pace
Too Packed
Expertise Level
Focus
Next Steps ?
Not Much A Lot
- Link up with Customer Centric Initiatives at work
- Attend Melbourne UnConference – Aug 19 Wed
- Get your organisation to join TinCan/xAPI@Work
Consumer centric
Customer centric
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TinCan/xAPI MOOCs Gaming
•Sample Size – 69
•Responses may not add up as some participants may not have answered all questions.
•These polls are not scientific and reflect the opinion only of visitors who have chosen to participate.
Do Learners commence or complete non
mandatory training ?
Does Learning (online or classroom) need
to be marketed ?
•Sample Size – 69
•Responses may not add up as some participants may not have answered all questions.
•These polls are not scientific and reflect the opinion only of visitors who have chosen to participate.
Which is the most common Learner
complaint ?
Customer Centric Approach
An ‘outside-in’, solutions-oriented approach
A deep understanding of the customer across the lifecycle
Empowerment at the point of interaction
Efficient, tailored business processes
Cross-company consistency
Transparency
Data-driven decisions
http://inform.tmforum.org/features-and-analysis/featured/2014/11/7-principles-customer-centric-companies/
Customer Centric Approach
An ‘outside-in’, solutions-oriented approach
A deep understanding of the customer across the lifecycle
Empowerment at the point of interaction
Efficient, tailored business processes
Cross-company consistency
Transparency
Data-driven decisions
OK
WOW
Employees
as
Customers
Consumer Centric Approach
Employees as
Consumers
Employees as
Customers
Employees can
choose what
Learning they do
and where they get
it from
Employees buy
Learning from L&D
Consumer Centric Approach
Learners as
Consumers
Employees as
Customers
Value for Time
Value for Money
Value for Cognitive
Bandwidth
Relevance -Does it solve
my problem ?
Does it help the
organisation I work for ?
Services Branding Model
Presented Brand
External Brand
Communication
Customer Experience
Brand Awareness
Brand Meaning
Brand
Equity
Leonard Berry – Services Marketing
Brand Promise
Brand Marketing
Brand Experience
Observations from Café Discussions
• You have a brand whether you want it or not.
• Don’t overpromise but it is fine to be aspirational (don’t
overdo it)
• Your e-Learning capability is now increasingly defining
your customer experience and brand.
• Move away from the use of the word ‘training’ as a
function of learning and development. This is not always
correct ?
Sydney
Tips on how to encourage
engagement in mandatory
learning as opposed to just
something learners have to
complete in minimal time
Kathryn Clark
Challenger Inst of Tech
Leaner as a consumer (pull
not push) is a shift in
culture, how has this been
managed by the panel's
organisations?
Amanda El Bahou , Qantas
Tips on how to encourage
engagement in mandatory
learning as opposed to just
something learners have to
complete in minimal time
Kathryn Clark
Challenger Inst of Tech
Leaner as a consumer (pull
not push) is a shift in
culture, how has this been
managed by the panel's
organisations?
Amanda El Bahou , Qantas
Which is the most common Learner
complaint ?
Customer centric design approach is
now being increasingly used.
Consumer view of Learner is a
relatively new angle, but may not be
essential as L&D have a captive
market as sole supplier
How do you get input from
learners as to the format they
want to consume in? e.g.
mobile/PC/F2F?
Ian MacLean, Headspace
Strategies for moving to a
Learner Centric model
Marcus Jenkins, CBA
What is involved in
becoming learner
centric ? Is it just a
mindset or a whole new
way of doing things in
L&D ?
How do you get input from
learners as to the format they
want to consume in? e.g.
mobile/PC/F2F?
Ian MacLean, Headspace
Strategies for moving to a
Learner Centric model
Marcus Jenkins, CBA
Customer centric design approach is
now being increasingly used.
Consumer view of Learner is a
relatively new angle, but may not be
essential as L&D have a captive
market as sole supplier
• Ask them
• Monitor usage patterns on
intranet, LMS etc
Need to provide Learning
ideally in all formats so that they
can choose. Does have cost
implications.
Placing on the Relevance Map
Start Up/
Experiment
Organisation /
Industry
Adoption
Why Bother ? Remove Fog
Maturity
Busin
ess
Valu
e
Low
Low
High
High
Prediction –
Customer Centric
Become
commonplace in 2
years.
Consumer Centric
Not sure but
LearningCafe will
evangelise this
concept
Customer
CentricityConsumer
Centricity
Next Steps
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