Learning to Transform: Bringing people with you during times of change
September 2019 Agenda
• Intro • Context – business is transforming • Culture – the transformation accelerator • Tomorrow’s learners and their mindset • Enablers for engagement and alignment Who’s on the line caller?
Olivia Lory Kay
Brightwave, Senior Consultant Engagement and emergent technologies.
INITION, Strategy Director Immersive and emergent technologies.
CTN Communications, Creative Director Employee engagement, brand and campaigns.
MPhil Communication, Art and Design, Royal College of Art Where does effective transformation come from?
Market Tech Culture Culture The times they are a changing… Industry 1.0. Industry 4.0
Autonomous Robots
Big Data Simulation
Augmented System Reality Integration
Additive Internet of Manufacturing Things
Cloud Cyber Computing Security The world of work today
Machine Facial Learning Recognition Predictive behaviour and workplace Information on customer scenario planning journeys around the store, shopping behaviours and Wellbeing emotional state Bio monitoring across financial, physical, and mental health
Streamlined Automation Communications Increasing productivity Chat apps and by simplication collaborative documents Data creation and changing tech outpace adaptation
Mary Meeker Internet Trends 2019 Maturity provides acceleration, but its still people power
Transformative use of Business Intelligence tools involve changing the culture, even in mature organisations.
It’s just as much about human factors as numbers.
Leveraging Business Intelligence require wider organisational knowledge of how to use it effectively.
Gartner 2018 The human factor
There is a need to In order to be close this gap able to exploit this new value Quintessential human skills
• Problem solving • Leadership • Adaptability • Creativity • Innovation
PwC CEO Survey 2017 Catalyst to the future – HR Director Digital 4.0
Skills Recruiting and retaining talent
Succession planning
Automation and AI adoption
Knowledge Employee experience
Matrixed and cross functional teams Expert coach
Behaviour Purpose and values
Learning, iteration and experimentation Catalyst to the future – The Apprentice Digital
Skills Online research
STEAM foundations
Degree apprenticeships
Emerging digital Knowledge platforms
Interdisciplinary collaboration
Proactive and pragmatic
Behaviour Commercial
Lifelong learning Blended physical and Catalyst to the future – The Engineer digital environments
Skills Critical thinking
Collaboration
Digital 4.0 platforms and interfaces
Personalised and Knowledge predictive learning
Access to data to inform decisions
Ambitious
Behaviour Challenge the status quo
Lifelong learning and coaching expectations The ‘P’ in Transformation
What’s the hurry?
Transformation is fast and many struggle to keep up.
Company longevity is not only decreasing fast, but recently listed firms are dying more quickly than ever.
To survive, you must transform.
But 50% of transformation initiatives fail.
Shortcomings in organisational culture are the main barrier to transformation, innovation and company success.
Gartner, 2018 McKinsey, 2017 Harvey Nash and KMPG, 2017 Harvard Business Review, 2016 Culture change leads
The stakes are high, and fast moving. You need to lead on culture change to get ahead of the game.
Culture must lead every transformation initiative, before even technology change or process change.
The experience of leading players like Nordstrom and GE bears this out.
Culture change is an accelerator for success in transformation initiatives. Change comes wearing one of three colours
The The You’re world is goal has changing changing changed Question for the floor: Which are you?
The The You’re world is goal has changing changing changed And creates three possible climates
Surviving Striving Thriving Blue Sky, 2019 87% of employees worldwide are not engaged at work
Gallup - based on 30 years of research with more than 30 million employees Companies with highly engaged workforces outperform their peers by 147% in earnings per share
Gallup - based on 30 years of research with more than 30 million employees The benefits of employee engagement
$70 000 more sold 20% lower staff 25% lower absence on average py turnover
Aon Hewitt Serco M&S How people engage The science of behaviour change How do you feel about our… AI strategy?
A. Scared: when something frightens me I switch off
B. Bored: when I can get on with my actual job?
C. Stressed: another day, another strategy…
D. Curious: I saw something that made me think differently… The science of behaviour change How do you feel about our… AI strategy?
A. Scared: when something frightens me I switch off
B. Bored: when I can get on with my actual job?
C. Stressed: another day, another strategy…
D. Curious: I saw something that made me think differently…
Which of these don’t you want from your learners? Our brains are hardwired to: • Only pay attention to things we care about
• Process visual information more quickly than words*
Potter, 2014 Create connections where it counts Why does learning help engagement?
JOB YOU LOVE VS JOB YOU HATE
AUTONOMY Feel in control Feel controlled
Feel like using full potential Feel like not using full MASTERY and growing potential; growth stagnated
Feel like work matters and Feel like work doesn’t matter and PURPOSE makes an impact doesn’t make an impact Why does engagement help learning? A precondition for effective learning Learning and communications both require the time and attention of the same people.
Join up the journey Delivering impact Rich immersive content is only as The Forgetting Curve impactful as the strategy around it.
Joining up the journey between learning and communications helps tackle the Forgetting Curve. From customer to learner journey
TOUCHPOINT Blog Social Ads Community Social Team sessions Review Forum Networks Nudges Email Blog Champions Online Ads Media Website Newsletter Learner aware engaged enabled active advocate Journey
PR Word of Email / Store FAQ Promotions Mouth Newsletters Knowledge Base
Forums Nudges Radio TV Print TOUCHPOINT
Diagnostic / Measure Feedback Adapt Measure Report / establish current future state state No silver bullet, but some very good science
The Behaviour Change Wheel Change people’s behaviour
• We are hardwired to only pay attention to things we care about – emotion is key Capability
• We are social, storytelling creatures, attuned to hierarchy: role model change – tell Nudge stories and do stories across the business
Opportunity Behaviour • Appeal to people’s interests: what’s in it for me?
Nudge • Address the question: why should I change?
Motivation What gets measured, gets managed
Peter Drucker If you’re failing to plan, you’re planning to fail
Kevin Read, Bell Pottinger AMECs integrated framework
International association for the measurement and evaluation of communication
AMEC AMEC taxonomy of evaluation
International association for the measurement and evaluation of communication
AMEC Many clever people whose fulltime job it is to prove ROI struggle with delivering meaningful metrics.
Measuring success isn’t easy, but you have to start somewhere. Enablers for engagement and alignment
Our challenge
• In event of no-deal Brexit, import/exporters will have new customs declarations processes. Probably
• Current process involves 50+ tick-boxes PLUS supplementary information
• Unknown number of possible learners
• Hard deadline: 29 March 2019… Fully blended solution
11 modules, 3- and 5-hour versions, partner branded, interactive workbook
1- and ½-day F2F training materials, TTT workshop for 40
Virtual classroom (3 x 90min) and capability building
3 x branded tessello LMS instances
Campaign collateral, dedicated website, PRs, social messaging, animations Engaging the market Pre-launch activity Launch activity: social / video / blogs The story so far…
8,400+ unique page views on customsdeclarations.co.uk
Development-delivery in three months
2600+ enrolments
94% postcode coverage – exceeding target
94% agreement with positive statements – exceeding target Transformation tools
Webinars / Web-based On-site training online Events digital learning (F2F) classrooms
Video and Interactive User Generated Interactive PDF animation video content
Champions and Social media e-Books Podcasts manager guides
Immersive Performance Serious games learning Simulations Support Tools (AR / VR) A transformation journey
Changes you Where are can make today you now? Time to value Testimonial PLATFORM Cohort Champions Learning app Nudges feedback Feedback Learner aware Journey engaged enabled active advocate
Teaser film Feedback Nudges Quality Share example of (Setting the loops G2G3 the benefit to me context) SIM and my clients Continuous DevOps intro – improvement registration
Diagnostic / establish current state Report / via Transformation future state Tracker A ‘smart’ transformation journey
Where are we? Changes you can make today External benchmarks – personalized content PLATFORM Time to value Testimonial Learning app with Nudges AI flywheel Cohort Champions feedback introduced Feedback
Learner Smart aware Smart engaged Enabled Active Advocate Journey
Teaser film Feedback Nudges Quality Share example of (Setting the loops G2G3 the benefit to me context) SIM and my clients Continuous improvement
Profiler - my role and DevOps
data data data data
Diagnostic / establish current state Report / via Transformation future state Tracker Transformation flywheel
data In the future we can develop a learning ecosystem that builds out the AI flywheel to G2G3 create a fully personalised and predictive SIM transformation engine. data data This platform transforms engagements with learning content from a series of linear PLATFORM interactions into an iterative process of Personalised and predictive continual improvement. transformation engine The more learners engage, the smarter the system becomes, creating a virtuous circle. data data What gets measured, gets managed
Peter Drucker If you’re failing to plan, you’re planning to fail
Kevin Read, Bell Pottinger Customer Experience platforms pave the way
IBM Watson Marketplace Any questions?
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