Using Big Data to deliver the Right training at the Right time
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In this session you will learn how LinkedIn mashes up learning data from their Cornerstone Portal with data from platforms like LinkedIn Recruiter & Salesforce.com to help target the right training to its customers to help them be successful in finding the best talent for their organizations
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Using Big Data to deliver the Right training at the Right time
- 1. @CSODConvergence @CornerstoneInc #CSODConf15 UsingBigDatatodelivertheRighttraining attheRighttime AniMukerji LearningCenterArchitect,LinkedIn
- 2. @CSODConvergence @CornerstoneInc #CSODConf15@CSODConvergence @CornerstoneInc #CSODConf15 350MM Members 100k+ Recruiters 3000+ Relationship Managers & Product Reps 13 Customer Learning Team members Cornerstone Learning & Extended Enterprise Cloud
- 3. @CSODConvergence @CornerstoneInc #CSODConf15 Maria in 2013 Boss bought Recruiter license Not Tech Savvy & doesn’t have the time Doesn’t know about the Learning Center
- 4. @CSODConvergence @CornerstoneInc #CSODConf15 Juan in 2013 Too many accounts to manage & monitor Doesn’t have a good reason to call No access to Learning Data
- 5. Customers Who Took At Least 1 Training Were 30% More Likely To Be Highly Satisfied
- 6. @CSODConvergence @CornerstoneInc #CSODConf15@CSODConvergence @CornerstoneInc #CSODConf15 How Do We Get Maria Engaged In Training? Right Training @ Right Time Awareness Close the Loop With Internal Teams Big Data
- 7. @CSODConvergence @CornerstoneInc #CSODConf15@CSODConvergence @CornerstoneInc #CSODConf15 Where the Data Goes SSO/ API CSOD Outbound Data Feed Data Warehouse Tableau Dashboards BI Analytics (Crystal Ball) E-mails CRM
- 8. @CSODConvergence @CornerstoneInc #CSODConf15@CSODConvergence @CornerstoneInc #CSODConf15 Learning Engagement Dashboard Adoption Impact Modality Filters
- 9. @CSODConvergence @CornerstoneInc #CSODConf15@CSODConvergence @CornerstoneInc #CSODConf15 Dashboard: Insights
- 10. @CSODConvergence @CornerstoneInc #CSODConf15@CSODConvergence @CornerstoneInc #CSODConf15 Dashboard: Insights
- 11. @CSODConvergence @CornerstoneInc #CSODConf15@CSODConvergence @CornerstoneInc #CSODConf15 Crystal Ball Alerts Behavioral Trigger Suggested Solution No Learning Center access 30 days since provisioning Learning Center Link Low Engagement User /No Training Completed Send link to Introductory Self-Paced Tutorial Low InMail response Send link to Basic InMail Tutorial High Profile views or search ratio to InMails sent Send link to Boolean Search Tutorial
- 12. @CSODConvergence @CornerstoneInc #CSODConf15@CSODConvergence @CornerstoneInc #CSODConf15 Direct Emails
- 13. @CSODConvergence @CornerstoneInc #CSODConf15 Juan in 2015 Receives Alerts Has easy visibility Can compare clients side by side Has a good reason to call
- 14. @CSODConvergence @CornerstoneInc #CSODConf15 Maria in 2015 She can’t imagine doing her job without us! Takes basic training Gets notifications More engaged with the RM Recommends training to peers
- 15. @CSODConvergence @CornerstoneInc #CSODConf15@CSODConvergence @CornerstoneInc #CSODConf15 400,000 Members Started New Opportunities Via Recruiters We Trained In 2014! 300% Increase in Training Hours Delivered
- 16. @CSODConvergence @CornerstoneInc #CSODConf15@CSODConvergence @CornerstoneInc #CSODConf15 What’s next? USER/S INPUTS OUTCOMES
- 17. @CSODConvergence @CornerstoneInc #CSODConf15@CSODConvergence @CornerstoneInc #CSODConf15 Planning for Your Success BUILD CONSENSUS DON’T REINVENT THE WHEEL PARTNER
Editor's Notes
- Hi I am Ani Mukerji - I run the Learning Center Platform for LinkedIn's flagship Talent Solutions business . Today I'll share our journey on how we started using data, not just from the LMS- but a number of our systems, to help our customers master our product so they could find the best talent for their organization. While my examples will be primarily in a technology domain and focused on customer training - I'll try to provide a few suggestions on how you might use some of these methods in your industry and for your organizations Note: Icons used in this presentations were taken from http://www.freepik.com from http://www.flaticon.com and is licensed under Creative Commons BY 3.0
- Maria is a recruiter – Boss bought LinkedIn’s Recruiter platform Not tech savvy Believes she is successful without the tool Very limited time Doesn’t talk to RM Juan Unaware learning center exists
- Juan is a Relationship Manager who works at LinkedIn - he manages Maria’s account Is afraid to suggest training, because he has no visibility into what they have taken and has little knowledge of which classes to suggest Has dozens of accounts and has very limited time and no access to CSOD reporting He doesn’t have a good reason to talk to Maria except at renewal time
- After the Learning Center was in operation for 1 year, we did a point in time study of the impact of training on our business – we pulled a whole bunch of reports and mashed it together with existing measures of customer success Renewal, Usage & NPS (Satisfaction) – the study concluded that…Customers Who Took At Least 1 Training Were 30% More Likely To Be Highly Satisfied. Knowing where we were in 2013 and the result of this study, what are some measures you might have taken?
- Since we knew training could impact customer satisfaction – it was important that we got customers like maria engaged in training. We needed to use all the data we had at our disposal to target the right training to her and make this data available to Juan – so he could more effectively partner with the customers in his accounts
- With the outbound transcript, user, curriculum feeds we could bring all our CSoD data into the DWH.
- LHS Panels show Training Adoption by a customer (% of total seatholders taking training), Impact of training measured using a composite metric called Engagement Grade & Modality of training taken (Online Self Paced Tutorial, Tip Sheet/ Job Aid, Webinar or ILT Workshop)
- Easy way to check impact of a quarterly training program with a customer on their platform engagement grade
- Allows us to drill down into the details – in this case we can see seat holders in India prefer ILT training. Show of hands if you have a learning analytics dashboard? How does our approach compare with yours?
- These alerts leverage the same data set in the Data warehouse - using data on action taken in our platform LinkedIn Recruiter and comparing it to the data (or lack of) in the Learning Center
- We haven’t fully automated this yet – but this is an example of where deep links to specific pieces of content are used to direct a customer/seat holder
- Gets alerts when his customer is having trouble, along with suggestions of classes to solve their problem Has easy visibility into the progress his customer is making on training Can compare customers side by side to suggest similar learning paths when something is working well in his region Has good reasons to call Maria, and build the relationship by adding value to her career & can shares data with Maria’s Boss to advocate for investing time in training
- Takes basic training after provisioning integration triggers marketing nurture campaign w/ deep link, and is 80% more effective with 1 hour invested Gets push notifications when she wasn’t even aware she was having an issue, with training recommendations to remediate the issue (e.g. did you know you could save your searches?) LinkedIn employees see what she has taken and can prescribe the right training if she opens a ticket or in quarterly check-ins & RM checks in on learning progress and encourages her to stay engaged Maria recommends training to her peers She can’t imaging doing her job without us
- Our current dashboard includes a few outcome measures and a few way to select users. When I speak with our consultants I often hear them talk about subsets of users within an account and specific outcomes they want to achieve with them. In 2015 – we might work on a project that provides more flexibility in this area.
- Build consensus before starting Don’t reinvent the wheel – tie your metrics to existing metrics & benchmarks being collected If you are planning to track the effectiveness of your new hire orientation training effectiveness, get attrition and performance metric already being collected by the Partner with a group that is already doing Business Intelligence or Analytics work