Workplace Learner As Consumer : Can L&D Reorient to Deliver Value ?

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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LearningCafe - What comes to your mind ?

•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

LET US TALK TO THE

PANEL AND YOU

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

Join Special

Interest

Community

Attend

Workshops

Attend

UnConference

Melbourne

Brisbane

LearningCafe

LinkedIn Subgroup

Register interest

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Register interest

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