5 tips for creating a customer-centric learning strategy

All content © 2015 Towards Maturity CIC Ltd. Not to be distributed or copied.

laura@towardsmaturity.orgwww.towardsmaturity.org/2016benchmarkAll content © 2015 Towards Maturity CIC Ltd. Not to be distributed or

copied.

laura@towardsmaturity.orgwww.towardsmaturity.org/2016benchmark@LauraOverton

@TowardsMaturity

5 Tips for Creating a Customer-Centric Learning Strategy

WeFacilitate

We Communicate

We Investigate

learning innovation that delivers business

impact and fulfils

potential

TurningData

intoInsight

into Action

The big challenge

3 in 5 L&D managers struggle to engage learners.

Why?

Today’s Agenda

Learner-centric L&D

The customer perspective

5 tips for moving to a customer-centric learning strategy

Learner-centric L&D

The customer perspective

5 tips for moving to a customer-centric learning strategy

Comment in the chat

area!

What does a learner-

centric L&D strategy look

like?

Learning Aspirations

PERFORMANCE AGILITY

PROCESSEFFICIENCY

PERFORMANCE AGILITY

PROCESSEFFICIENCY

Learning Aspirations

CULTURE

PERFORMANCE29% achieved

AGILITY24% achieved

PROCESS39% achieved

EFFICIENCY41% achieved

Some way still to go

CULTURE21% achieved

About BenchmarkingWho is reporting the best

results? What are they doing differently?

The top 10%

Efficiency Processes Productivity Responsiveness Culture

25% 22%12% 10%

6%

37%30%

24%17% 18%

42% 39%

29%24% 19%

61% 63%

47%42%

37%

72% 73%

63%56%

48%

Q4 Q3 Q2 Q1 Top deck

Top Deck

x3 x5 X8x5x3

The Top Deck are achieving their goals

The Top Deck help us get there

More for

Less

Learner

Centric

Strategy

But first…

Learner-centric L&D

The customer perspective

5 tips for moving to a customer-centric learning strategy

© Towards Maturity 2015, Learner Voice Part 3: www.towardsmaturity.org/learnervoice3

How do knowledge

workers learn

what they need

to do their job?

86% team collaboration 82% conversations / meetings58% support from mentor / coach / buddy42% internal networks / communities 78% manager support 70% web search45% online performance support tools49% Job aids and checklists 57% classroom courses47% self-paced e-learning39% Live online learning18% games and simulationsFO

RMAL

SOCI

ALW

ORK

91%of staff like to

be able to learn at their own

pace

80% are willing to share what

they know with peers

18% overall need help getting started

21-30 31-40 41-50 51-60 Over 60

87% 84% 76% 71% 69%

61%of staff

are motivated by using

technologies that allow them to network and

learn with others

21-30 31-40 41-50 51-60 Over 60

73% 64% 58% 40% 45%

48%of staff

use their personal mobile to

access work related

learning apps

The danger of

boxing staff in

CONSTRAINS OUR THINKING & ACTIONS

Learner-centric L&D

Challenging assumptions about learners

5 tips for moving to a customer-centric learning

strategy

5 tips for moving to a customer-centric learning strategy

What can we learn from the Top Deck learning organisations?

86% of the Top Deck

are proactive in

understanding how their staff learn

(30% average)CONSUMER-

DRIVEN

82% of staff

know what they need to

learn

The Top Deck are

2x as likely to

involve users in design

(67% vs 29% avg.)

LISTEN

Tip 1. Provide staff with an active voice

What motivates staff to learn?

69%want to do their job better and faster

97%Top Deck

agree learning

initiatives support the

skills the business

needs(60% on average)

“HAVE NOTHING IN YOUR HOMES THAT YOU DO NOT KNOW TO BE USEFUL OR BELIEVE TO BE

BEAUTIFUL.”

~ WILLIAM MORRIS

What puts staff off?

35%are put off by uninspiring

content

2x User generated External video

BlogsCuration

Content in the cloudBadges

4xAs likely to

blend technologies including social for

collaboration(85% vs 21%) THINK DIGITALLY

LATERALLY

Tip 2. Be useful!

What motivates staff to learn?

65%just like to learn

The Top Deck are

2xmore likely to

encourage staff to define their own personal

learning strategies

(73% Top Deck vs 35% avg.)

The Top Deckhelp stafflearn

how to learn

79% offer study skills training (51% avg.)

78% encourage staff to learn from mistakes (41%)

Tip 3. Be Helpful

59% say lack of

time is a barrier

59% say lack of

time is a barrier

43% evenings and weekends

46% at point of need28% travelling to/from work

But we make time…

What are the other barriers to learning?

26% of staff

can’t find what they

need

The Top Deck

simplify ACCESS

TO COMMUNITY

TO CONTENT

TO TECHNOLOGY

TO CLEAR COMMUNICATION

AT THE RIGHT PLACE AND TIME

Tip 4

Simplify theExperience

Tip 5

Let Go

WE NEED TO LET GO OF OUR

PAST

1.Listen moreProvide staff with an active voice

2.Be useful3.Be helpful4.Make life simple5.Let go

5 tips for moving to a customer-centric learning strategy

What are you going to do differently as a result

of today?

@LauraOverton@TowardsMaturity

resources@towardsmaturity.org

Q&A

@LauraOverton@TowardsMaturity

resources@towardsmaturity.org

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and development benchmark in Europe.

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