Creating A Training Digital Nervous System

Customer Experience Creating a Training Digital Nervous System Featured Webinar Presented by Mzinga & DTCC September 2011MZINGA l #1 IN ON‐DEMAND SOCIAL SOFTWARE l MZINGA.COM 1

Introductions Mike Merriman Director of Strategic Services Mzinga @MerrimanMzinga Kaliym Islam Vice President DTCC LearningMZINGA l #1 IN ON‐DEMAND SOCIAL SOFTWARE l MZINGA.COM 2

We’d love your participation Session Follow-Up • Being social is about interacting & engaging each other & sharing ideas… After the event, the so the best way to understand it, is to just following materials will do it! be made available to all of you: • Don’t feel limited: Join in the chat & feel free to tweet about our discussion. • Presentation slides (#mzinga) • Webinar recording • Chat transcript • We also know some of you will prefer to listen; that’s cool tooMZINGA l #1 IN ON‐DEMAND SOCIAL SOFTWARE l MZINGA.COM 3 3

Today’s Agenda Topic The evolution of learning Measuring business results DTCC’s Digital Nervous System Q&AMZINGA l #1 IN ON‐DEMAND SOCIAL SOFTWARE l MZINGA.COM 4

“ Todays 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 MZINGA l #1 IN ON‐DEMAND SOCIAL SOFTWARE l MZINGA.COM 5

Ok, now let’s start with the basics… What is meant by “Social ROI”? Content, behaviors, activities & interactions Business resultsMZINGA l #1 IN ON‐DEMAND SOCIAL SOFTWARE l MZINGA.COM 6

Food for thought… “ 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. ” - ForresterMZINGA l #1 IN ON‐DEMAND SOCIAL SOFTWARE l MZINGA.COM 7

Mzinga’s Social Business Ecosystem • Streamlined client acquisition • Customer engagement • Loyalty & retention • Listening & engagement • On-demand support • Brand building Customer • Demand generation Experience • Social commerce Brand Experience Social Business Employee Ecosystem Experience • Engagement & Partner collaboration Experience • Satisfaction & retention • Social business • On-boarding & outsourcing recruiting • Indirect revenue • Social learning streams • Developer networksMZINGA l #1 IN ON‐DEMAND SOCIAL SOFTWARE l MZINGA.COM 8

The Digital Nervous System 1. What is a DNS? 2. Why do training depts. need a DNS? 3. How does DTCC use its DNS COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 2

but ﬁrst...... COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 3

What is DTCC? • Worlds largest post trade infrastructure organization • Settled more than $1.48 quadrillion in securities transactions in 2009. • Operates through 10 subsidiaries COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 4

The DTCC Learning Group is responsible for teaching customers of the DTCC subsidiaries how to use the products and services of those subsidiaries. COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 5

COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 6

Critical to: Critical to: The Business Student/Learners Process Partners Stakeholder Return on Investment CTQ’s CTP’s CTQ’s Learning Performance Business Performance CTP’s COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 6

Kaliym Islam - VP Bobbi Edwards Nashid Salahuddin Director Trish Ryan Roger Roess Manager Learning Application Manager Manager Analytics + Design Learning Business Delivery Services Technology Consultants COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 7

Managing With Facts COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 8

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” COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 9

Think, Act, React, and Adapt Basic Operations Business Reﬂexes Digital Nervous Strategic Thinking System Customer Interaction A digital process that knowledge workers use to make better decisions COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 11

Basic Operations Business Reﬂexes Digital Nervous Strategic Thinking System Customer Interaction COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 12

Basic Operations Business Reﬂexes Digital Nervous Strategic Thinking System Analytics Customer Interaction COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 12

Digital Nervous System Analytics COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 13

Think, Act, React and Adapt Basic Operations Business Reﬂexes Digital Nervous Strategic Thinking System Analytics Customer Interaction COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 13

Learning Solutions e-Learning Blog Wiki Simulation Classroom Training Workbook COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 15

Are my products any good? Are they needed? Are they useful? Learning Solutions e-Learning Blog Wiki Simulation Classroom Training Workbook COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 15

Can I deliver what I’m Are my products any being asked to do? good? Do I have the capacity? Are they needed? Am I efﬁcient enough? Are they useful? Learning Solutions e-Learning Blog Wiki Simulation Classroom Training Workbook COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 15

Digital Nervous System COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 16

Digital Nervous System Learning Output e-Learning Blog Wiki Simulation Classroom Training Workbook COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 16

Digital Nervous System Business Process Learning Output e-Learning Blog Wiki Simulation Classroom Training Workbook COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 16

Digital Nervous System Customer Business Process Learning Output Feedback e-Learning Blog Wiki Simulation Classroom Training Workbook COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 16

Digital Nervous System Customer Business Process Learning Output Feedback What is our capacity? e-Learning What is our capability? Blog How efﬁcient are we? Wiki How effective are we? What do our internal Simulation customers think? Classroom Training Workbook COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 16

Digital Nervous System Customer Business Process Learning Output Feedback What is our capacity? e-Learning Are users satisﬁed? What is our capability? Blog Is the solution useful? How efﬁcient are we? Wiki Is the solution being How effective are we? used? What do our internal Simulation Who is using it? customers think? Classroom Training Workbook COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 16

Digital Nervous System Project Management System Customer Business Process Learning Output Feedback What is our capacity? e-Learning Are users satisﬁed? What is our capability? Blog Is the solution useful? How efﬁcient are we? Wiki Is the solution being How effective are we? used? What do our internal Simulation Who is using it? customers think? Classroom Training Workbook COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 16

Digital Nervous System Project Learning Management Management System System Customer Business Process Learning Output Feedback What is our capacity? e-Learning Are users satisﬁed? What is our capability? Blog Is the solution useful? How efﬁcient are we? Wiki Is the solution being How effective are we? used? What do our internal Simulation Who is using it? customers think? Classroom Training Workbook COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 16

Are we efﬁcient? COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 19

Are we efﬁcient? Over Budget COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 19

Late COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 20

Do we have the capacity? COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 21

Do we have the capacity? Capacity COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 21

Are my products any good? COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 23

Are they needed? COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 24

Are they useful? COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 25

Warning A digital nervous system is useless unless you measure the right things. COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 27

• Start with an organizational vision and mission • Understand what’s important to your customers and measure those things • It takes time so be patient COPYRIGHT KALIYM A. ISLAM 2011Wednesday, August 3, 11 28

QuestionsMZINGA l #1 IN ON‐DEMAND SOCIAL SOFTWARE l MZINGA.COM 1

Thank you! mzinga.com @mzingaMZINGA l #1 IN ON‐DEMAND SOCIAL SOFTWARE l MZINGA.COM 2

Creating A Training Digital Nervous System

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