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Creating a Training Digital Nervous System
Customer Experience
Featured WebinarPresented by Mzinga & DTCC
September 2011
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Introductions
Mike MerrimanDirector of Strategic Services
Mzinga@MerrimanMzinga
Kaliym IslamVice President DTCC Learning
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We’d love your participation
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• Being social is about interacting & engaging each other & sharing ideas… so the best way to understand it, is to just do it!
• Don’t feel limited: Join in the chat & feel free to tweet about our discussion.(#mzinga)
• We also know some of you will prefer to listen; that’s cool too
Session Follow-Up
After the event, the
following materials will
be made available to all
of you:
• Presentation slides
• Webinar recording
• Chat transcript
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Topic
The evolution of learning
Measuring business results
DTCC’s Digital Nervous System
Q&A
Today’s Agenda
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Today's workplace is diverse, distributed and full of context
shifts. Companies with existing investments in learning will look
to squeeze even more value from this expenditure.
“”
More techniques and technologies will emerge that
incorporate social software, and the lines between
learning, talent management and human capital
management systems will continue to blur.
“”
Source: Gartner
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Business results
What is meant by “Social ROI”?
Content, behaviors, activities & interactions
Ok, now let’s start with the basics…
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ROI should be measurement to all corporate objectives, not just revenue.
It’s actually more useful to think of it as ROO— return on objectives, rather than merely counting dollars.
“”
- Forrester
Food for thought…
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Mzinga’s Social Business Ecosystem
Partner Experience
Employee Experience
CustomerExperience
Brand Experience
• Streamlined client acquisition
• Customer engagement
• Loyalty & retention
• On-demand support
• Listening & engagement
• Brand building
• Demand generation
• Social commerce
• Social business outsourcing
• Indirect revenue streams
• Developer networks
• Engagement & collaboration
• Satisfaction & retention
• On-boarding & recruiting
• Social learning
Social Business Ecosystem
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The Digital Nervous System
2. Why do training depts. need a DNS?
1. What is a DNS?
3. How does DTCC use its DNS
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but first......
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• Worlds largest post trade infrastructure organization
• Settled more than $1.48 quadrillion in securities transactions in 2009.
• Operates through 10 subsidiaries
What is DTCC?
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The DTCC Learning Group is responsible for teaching customers of the DTCC
subsidiaries how to use the products and services of those
subsidiaries.
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Return on Investment
CTQ’s
CTP’s
Critical to:The BusinessProcess PartnersStakeholder
Critical to:Student/Learners
CTP’s
Business Performance
CTQ’s
Learning Performance
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Kaliym Islam - VP
Bobbi EdwardsDirector
Learning Application Design
Trish RyanManager
Learning Business Consultants
Roger RoessManager
Delivery Services
Nashid SalahuddinManager
Analytics + Technology
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Managing With Facts
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Managing With Facts
“The winners will be the ones who develop a world class digital nervous system so that information can easily flow through their companies for maximum and constant learning”
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The Digital Nervous System
2. Why do training depts. need a DNS?
1. What is a DNS?
3. How does DTCC use its DNS
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Basic Operations
Strategic Thinking
Customer Interaction
Business ReflexesDigital Nervous
System
Think, Act, React, and Adapt
A digital process that knowledge workers use to make better decisions
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Basic Operations
Strategic Thinking
Customer Interaction
Business ReflexesDigital Nervous
System
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Basic Operations
Strategic Thinking
Customer Interaction
Business ReflexesDigital Nervous
SystemAnalytics
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Digital Nervous System
Analytics
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Digital Nervous System
Strategic Thinking
Basic Operations
Business Reflexes
Customer Interaction
Analytics
Think, Act, React and Adapt
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The Digital Nervous System
2. Why do training depts. need a DNS?
1. What is a DNS?
3. How does DTCC use its DNS
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e-LearningBlog Wiki
SimulationClassroom
TrainingWorkbook
Learning Solutions
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e-LearningBlog Wiki
SimulationClassroom
TrainingWorkbook
Learning Solutions
Are my products any good?
Are they needed?Are they useful?
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e-LearningBlog Wiki
SimulationClassroom
TrainingWorkbook
Learning Solutions
Are my products any good?
Are they needed?Are they useful?
Can I deliver what I’m being asked to do?
Do I have the capacity?Am I efficient enough?
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Digital Nervous System
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e-LearningBlog Wiki
SimulationClassroom
TrainingWorkbook
Learning Output
Digital Nervous System
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e-LearningBlog Wiki
SimulationClassroom
TrainingWorkbook
Learning OutputBusiness Process
Digital Nervous System
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e-LearningBlog Wiki
SimulationClassroom
TrainingWorkbook
Learning OutputBusiness ProcessCustomer Feedback
Digital Nervous System
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e-LearningBlog Wiki
SimulationClassroom
TrainingWorkbook
Learning OutputBusiness ProcessCustomer Feedback
What is our capacity?What is our capability?How efficient are we?How effective are we?What do our internal customers think?
Digital Nervous System
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e-LearningBlog Wiki
SimulationClassroom
TrainingWorkbook
Learning OutputBusiness ProcessCustomer Feedback
What is our capacity?What is our capability?How efficient are we?How effective are we?What do our internal customers think?
Are users satisfied?Is the solution useful?Is the solution being used?Who is using it?
Digital Nervous System
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Project Management
System
e-LearningBlog Wiki
SimulationClassroom
TrainingWorkbook
Learning OutputBusiness ProcessCustomer Feedback
What is our capacity?What is our capability?How efficient are we?How effective are we?What do our internal customers think?
Are users satisfied?Is the solution useful?Is the solution being used?Who is using it?
Digital Nervous System
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Learning Management
System
Project Management
System
e-LearningBlog Wiki
SimulationClassroom
TrainingWorkbook
Learning OutputBusiness ProcessCustomer Feedback
What is our capacity?What is our capability?How efficient are we?How effective are we?What do our internal customers think?
Are users satisfied?Is the solution useful?Is the solution being used?Who is using it?
Digital Nervous System
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The Digital Nervous System
2. Why do training depts. need a DNS?
1. What is a DNS?
3. How does DTCC use its DNS
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Learning Management
System
Project Management
System
e-LearningBlog Wiki
SimulationClassroom
TrainingWorkbook
Learning OutputBusiness ProcessCustomer Feedback
What is our capacity?What is our capability?How efficient are we?How effective are we?What do our internal customers think?
Are users satisfied?Is the solution useful?Is the solution being used?Who is using it?
Digital Nervous System
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Are we efficient?
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Are we efficient?
Over Budget
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Late
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Do we have the capacity?
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Do we have the capacity?
Capacity
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Learning Management
System
Project Management
System
e-LearningBlog Wiki
SimulationClassroom
TrainingWorkbook
Learning OutputBusiness ProcessCustomer Feedback
What is our capacity?What is our capability?How efficient are we?How effective are we?What do our internal customers think?
Are users satisfied?Is the solution useful?Is the solution being used?Who is using it?
Digital Nervous System
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Are my products any good?
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Are my products any good?
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Are they needed?
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Are they needed?
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Are they useful?
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Are they useful?
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WarningA digital nervous system is
useless unless you measure the right things.
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• Start with an organizational vision and mission
• Understand what’s important to your customers and measure those things
• It takes time so be patient
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The Digital Nervous System
2. Why do training depts. need a DNS?
1. What is a DNS?
3. How does DTCC use its DNS
29Wednesday, August 3, 11
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Questions
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mzinga.com@mzinga
Thank you!