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Social Learning InnovationA Mzinga Financial Services Focus Group<br />
Event Agenda<br />
Mzinga<br />Strategy & Vision<br />
Today, the pressure on businesses is higher than ever to…<br />4<br />
Develop & attract new talent…<br />Up to 80% of effective employee development occurs informally, through team collaborati...
Work smarter & more efficiently…<br />According to IDC, the cost of NOT easily finding information = $3,300 per employee e...
Improve loyalty & satisfaction<br />More than 90% of customers' issues haven't been unearthed in most organizations, and i...
How can today’s learning organizations rise to the occasion despite the mounting challenges?<br />
Mzinga Vision<br />We lead the on-demand social learning solutions market by providing our customers unique and compelling...
Social Learning Solution Ecosystem<br />
Mzinga Next-Generation Solution Framework<br />Content<br />Role-based Applications<br />Open Platforms<br />Open Protocol...
There’s More!<br />Content<br />Analytics<br />Role-based Applications<br />Mobile and Tethered<br />Open Platforms<br />O...
Role-based Solution Value<br />HR<br />Customer experience<br />Learning & talent<br />Marketing<br />Mkt Research<br />…<...
Improve employeedevelopment & productivity.<br />Streamline recruiting & on-boarding<br /><ul><li>Expand access to talent ...
Speed time to competency by making mentors/experts more accessible
Provide ready access to blended new hire and training resources</li></ul>Increase productivity & performance<br /><ul><li>...
Gain up to 30% productivity by blending formal and social learning
Reduce project timelines by 34% through peer-to-peer interaction</li></ul>“<br />      Today, we use Mzinga for learning a...
Increase knowledge retention by addressing general learning styles
Empower employees to participate in innovation & business strategies</li></ul>Grow market awareness<br />”<br />- Steven B...
15<br />Measurable business results…<br />
Improving the overall<br />customer experience.<br />Improve customer response times<br /><ul><li>36% of consumers prefer ...
Online chat costs only $5 and is 63% more effective, and web-based customer  self-service costs just a few cents per conta...
Measurable business results…<br />17<br />
Leveraging Multi-Site<br />Capabilities of OmniSocial 2<br />George Patsouris<br />VP, Training & Development<br />Natixis...
Agenda<br />Firm background and learning needs<br />OmniSocial solution and challenges<br />Using multi-site function as a...
Firm Overview<br />Natixis Global Associates is the distribution affiliate of Natixis Global Asset Management, a $719 bill...
375 employees
Over 125 sales people
Over 50 located in field or satellite offices </li></ul>*as of 12/31/2010<br />
Learning needs and challenges<br /><ul><li>Company has experienced rapid growth over the past 5 years
Many new employees (sales staff)
Expanding product line</li></ul>9 fund launches in 18 months<br /><ul><li>Newly acquired affiliates </li></ul>Four acquisi...
Omni Social solutions<br />Omni Social  offers multiple solutions to our learning issues:<br />Blogs – Product Specialists...
OS2 Implementation Challenges<br /><ul><li>Social media still somewhat new</li></ul>Untested as a learning tool<br />If “w...
No external social media presence
Limited resource needs
No policies, processes, and procedures
Compliance concerns</li></ul>Moderation<br />Record keeping<br />Access/administration<br />
Alternate Solution<br /><ul><li>Needed a way to alleviate Compliance concerns needed to identify content that fit outside ...
New corporate Community Initiative launched while upgrading to OS2
Opportunity to use social media functionality on non-industry content</li></ul>Proof-of-concept of social media<br />Low-r...
Community Initiative and Site<br />Community Initiative<br /><ul><li>8 charity partners
Teams of 10-15 people led by EVP working with each charity
Create and implement annual plan of educational, volunteer and fundraising events</li></ul>Community Connection site<br />...
Natixis CommunityConnection<br />
Questions, comments or suggestions<br />Contact me:<br />George Patsouris<br />Vice President, Training & Development<br /...
Mzinga<br />Analytics & Social Intelligence<br />Navdeep Alam<br />Director, Data Architecture<br />Mzinga<br />
Knowledge Continuum<br />Use knowledge to establish and achieve goals/ROI<br />Wisdom<br />Knowledge<br />Analyze & synthe...
Mzinga Analytics & Reporting Vision<br />Analyze your community<br />Benchmark your community to others<br />Analyze your ...
Roles
Content
Behaviors
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Social Learning Innovation

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  • We now know that developing talent isnt only about the learning we as businesses want to provide, but the learning they need to do their jobs better. Yet, very few companies have made the shift to thinking of learning as a continual part of the employee workday…
  • It costs real money for employees to not have efficient access to the information they need to do their jobs… $3,300 per person per year. There’s opportunity to make big efficiency gains there, but we need to think about learning differently to get there.
  • But learning isnt just about employees either. Your customers, partners, etc. need to be knowledgeable about your business as well, and research shows that most companies don’t even know all of the concerns and challenges their customers are facing, much less being well prepared to help solve them.
  • Social search takes many forms, ranging from simple shared bookmarks or tagging of content with descriptive labels to more sophisticated approaches that combine human intelligence with computer algorithms.[2][3]The search experience takes into account varying sources of metadata, such as collaborative discovery of web pages, tags, social ranking, commenting on bookmarks, news, images, videos, knowledge sharing, podcasts and other web pages. Example forms of user input include social bookmarking or direct interaction with the search results such as promoting or demoting results the user feels are more or less relevant to their query.[4]
  • Notes:- Incentive/reward for participation in survey– If I participate, I will receive a free fiserv consultation &amp; participation in their exclusive community
  • For further detail:http://joshbersin.com/2009/05/24/modern-corporate-training-the-enterprise-learning-framework/
  • http://joshbersin.com/2009/05/24/modern-corporate-training-the-enterprise-learning-framework/
  • Transcript of "Social Learning Innovation"

    1. 1. Social Learning InnovationA Mzinga Financial Services Focus Group<br />
    2. 2. Event Agenda<br />
    3. 3. Mzinga<br />Strategy & Vision<br />
    4. 4. Today, the pressure on businesses is higher than ever to…<br />4<br />
    5. 5. Develop & attract new talent…<br />Up to 80% of effective employee development occurs informally, through team collaboration and conversations. <br />Yet, employee programs are still focused on organizational approaches, rather than solutions that are employee-centric<br />
    6. 6. Work smarter & more efficiently…<br />According to IDC, the cost of NOT easily finding information = $3,300 per employee each year <br />(That’s $3.3M in annual lost opportunity cost for a business of 1000 people)<br />
    7. 7. Improve loyalty & satisfaction<br />More than 90% of customers' issues haven't been unearthed in most organizations, and in addition, often the organization doesn't have answers for them, according to Forrester Research. <br />These issues lead to long support calls, poor issue resolution, cost increases and customer dissatisfaction.<br />
    8. 8. How can today’s learning organizations rise to the occasion despite the mounting challenges?<br />
    9. 9. Mzinga Vision<br />We lead the on-demand social learning solutions market by providing our customers unique and compelling insights into their constituents’ needs to connect, interact and excel.<br />9<br />
    10. 10. Social Learning Solution Ecosystem<br />
    11. 11. Mzinga Next-Generation Solution Framework<br />Content<br />Role-based Applications<br />Open Platforms<br />Open Protocols<br />Fully <br />Commoditized<br />Open<br />Networks<br />
    12. 12. There’s More!<br />Content<br />Analytics<br />Role-based Applications<br />Mobile and Tethered<br />Open Platforms<br />Open Protocols<br />Open<br />Networks<br />
    13. 13. Role-based Solution Value<br />HR<br />Customer experience<br />Learning & talent<br />Marketing<br />Mkt Research<br />…<br />Solution “roles”<br />Mzinga Platform<br />The platform<br />Analytics & Reporting<br />
    14. 14. Improve employeedevelopment & productivity.<br />Streamline recruiting & on-boarding<br /><ul><li>Expand access to talent & establish extended workforce networks
    15. 15. Speed time to competency by making mentors/experts more accessible
    16. 16. Provide ready access to blended new hire and training resources</li></ul>Increase productivity & performance<br /><ul><li>Eliminate duplicate work efforts by repeating best practices
    17. 17. Gain up to 30% productivity by blending formal and social learning
    18. 18. Reduce project timelines by 34% through peer-to-peer interaction</li></ul>“<br /> Today, we use Mzinga for learning and development for both employees and customers, and we'll be extending that to include powerful social interactivity, web collaboration and analytics - all managed from one environment…. <br />Increase satisfaction & retention<br /><ul><li>Give employees a voice and enable them to provide feedback
    19. 19. Increase knowledge retention by addressing general learning styles
    20. 20. Empower employees to participate in innovation & business strategies</li></ul>Grow market awareness<br />”<br />- Steven Brewer, Training & Development Manager at The Philadelphia Insurance Companies<br />
    21. 21. 15<br />Measurable business results…<br />
    22. 22. Improving the overall<br />customer experience.<br />Improve customer response times<br /><ul><li>36% of consumers prefer using websites to get answers to questions rather than via telephone or email- and 57% are very likely to abandon purchases if they cannot find quick answers to questions. </li></ul>Drive satisfaction, loyalty & retention<br /><ul><li>Live chat, peer-to-peer forums, just-in-time customer education and direct access to experts help customers get answers questions quickly- improving satisfaction and reducing abandonment.</li></ul>Reduce support costs<br /><ul><li>Telephone support costs $6 to $12 or higher per contact.
    23. 23. Online chat costs only $5 and is 63% more effective, and web-based customer self-service costs just a few cents per contact.</li></ul>“<br /> We wanted to create an interactive forum where job seekers could find information to further their career goals. It allows our members to connect with both our experts and their peers to plan the next steps in their career path.<br />”<br />- Michael Harvey, Chief Executive at Monster.com’sCareerOne<br />
    24. 24. Measurable business results…<br />17<br />
    25. 25. Leveraging Multi-Site<br />Capabilities of OmniSocial 2<br />George Patsouris<br />VP, Training & Development<br />Natixis Global Associates<br />
    26. 26. Agenda<br />Firm background and learning needs<br />OmniSocial solution and challenges<br />Using multi-site function as a proof-of-concept model<br />
    27. 27. Firm Overview<br />Natixis Global Associates is the distribution affiliate of Natixis Global Asset Management, a $719 billion* firm, offering a multi-boutique structure, giving clients a single point of access to a diverse range of specialized, affiliated money managers worldwide.<br /><ul><li>Headquartered in Boston
    28. 28. 375 employees
    29. 29. Over 125 sales people
    30. 30. Over 50 located in field or satellite offices </li></ul>*as of 12/31/2010<br />
    31. 31. Learning needs and challenges<br /><ul><li>Company has experienced rapid growth over the past 5 years
    32. 32. Many new employees (sales staff)
    33. 33. Expanding product line</li></ul>9 fund launches in 18 months<br /><ul><li>Newly acquired affiliates </li></ul>Four acquisitions in four years <br /><ul><li>Affiliates investment manages are independent</li></ul>Access to PMs limited<br />Need to leverage knowledge within firm<br /><ul><li>Best practices shared live</li></ul>Not usually captured in print or media<br /><ul><li>Compliance risk</li></ul>Too many sources of information<br />Sales people saving info to desktops/files<br />
    34. 34. Omni Social solutions<br />Omni Social offers multiple solutions to our learning issues:<br />Blogs – Product Specialists can routinely share updates to portfolios and share insights on industry trends<br />Wikis – Dynamic reference resource<br />Discussions – Centralized location to share best practices and ask questions<br />File Sharing – One-stop shop for storing learning-related content<br />
    35. 35. OS2 Implementation Challenges<br /><ul><li>Social media still somewhat new</li></ul>Untested as a learning tool<br />If “we build it, will they come?” <br /><ul><li>Uncertainty around social media regulations
    36. 36. No external social media presence
    37. 37. Limited resource needs
    38. 38. No policies, processes, and procedures
    39. 39. Compliance concerns</li></ul>Moderation<br />Record keeping<br />Access/administration<br />
    40. 40. Alternate Solution<br /><ul><li>Needed a way to alleviate Compliance concerns needed to identify content that fit outside of the industry
    41. 41. New corporate Community Initiative launched while upgrading to OS2
    42. 42. Opportunity to use social media functionality on non-industry content</li></ul>Proof-of-concept of social media<br />Low-risk test for Compliance<br />
    43. 43. Community Initiative and Site<br />Community Initiative<br /><ul><li>8 charity partners
    44. 44. Teams of 10-15 people led by EVP working with each charity
    45. 45. Create and implement annual plan of educational, volunteer and fundraising events</li></ul>Community Connection site<br /><ul><li>Separate site and URL for:</li></ul>Event registration and tracking<br />Blogs – general corporate Blog and charity-specific blogs<br />Discussions <br />General audience-ask/answer questions about charities, corporate policies, etc; and, solicit ideas and feedback about program<br />Charity teams-to communicate among the teams; and to share ideas, provide updates on projects and voice questions or concerns<br />
    46. 46. Natixis CommunityConnection<br />
    47. 47. Questions, comments or suggestions<br />Contact me:<br />George Patsouris<br />Vice President, Training & Development<br />Natixis Global Associates<br />george.patsouris@ga.natixis.com<br />P: 617.449.2542<br />M: 617.899.5200<br />
    48. 48. Mzinga<br />Analytics & Social Intelligence<br />Navdeep Alam<br />Director, Data Architecture<br />Mzinga<br />
    49. 49. Knowledge Continuum<br />Use knowledge to establish and achieve goals/ROI<br />Wisdom<br />Knowledge<br />Analyze & synthesize derived information<br />Information<br />Give meaning to obtained data<br />Data<br />Obtain the raw facts<br />Baker’s depiction of the Knowledge Continuum, 2007<br />
    50. 50. Mzinga Analytics & Reporting Vision<br />Analyze your community<br />Benchmark your community to others<br />Analyze your community PLUS interactions on the social web<br /><ul><li>Members
    51. 51. Roles
    52. 52. Content
    53. 53. Behaviors
    54. 54. By role
    55. 55. By industry
    56. 56. By company size
    57. 57. By community size</li></ul> 1 2 3<br />(Other sites)<br />Your site<br /><ul><li>Sentiment
    58. 58. Competitive analysis
    59. 59. Social graphing
    60. 60. Business intelligence</li></li></ul><li>What is Social ROI?<br />Content, behaviors, activities & interactions<br />Business results<br />
    61. 61. What is Social Intelligence?<br />Social gaming dynamics<br />Social behaviors<br />Social graph<br />+<br />+<br />
    62. 62. 33<br />Marketplace (Social Web Analytics)<br />Mzinga Ecosystem(Meta-dataBenchmarking)<br />Client CommunityCommunity Analytics<br />Best-in-Class Analytics & Reporting Platform<br />Listening & monitoring <br />Our Data<br />(Analytics)<br />(Reporting)<br />
    63. 63. Mzinga Social Media Listening & Monitoring<br /><ul><li>New partnership with Radian6
    64. 64. Radian6 provides a complete social media monitoring, measurement & engagement platform to engage with customers across the entire social web.
    65. 65. A self-serve and real-time platform for monitoring, measuring and engaging in conversations online.
    66. 66. Understand what influencers are saying and sharing about your brand.
    67. 67. Access via web browser and your data is displayed in an easily configurable dashboard that is updated in real-time. </li></li></ul><li>Comprehensive Actionable Intelligence<br />User Info<br />Business Data<br />Voices<br />Content<br />Social Graphs<br />Behaviors/Interactions<br />Mzinga Analytics Platform<br />(Flexible, extensible, integrated)<br />Visualizations<br />Intelligence Applications<br />Drive business decisions and connect with employees and/or customers<br />Analyze data for insights, trends, patterns and discover assets<br />Consolidate and associate data from various sources<br />35<br />
    68. 68. Social Analytics & Reporting Offerings<br />36<br />Dashboards& Analytics<br />Social Network Graphing<br />Member Engagement & Influence<br />Popular Topics & Applications<br />Ad Hoc Social Dashboards<br />Social IntelligenceApplications<br />Connective Tagging<br />User Reputation<br />Benchmarking<br />Recommendation<br />Predictive Recommendation<br />Economics & Reward Engine<br />Analytical Search<br />
    69. 69. Sample Measures That Matter<br />Analyze users & behaviors<br /><ul><li>User activity, adoption & retention
    70. 70. User engagement, influence, & trends
    71. 71. User reputation & ranking</li></ul>Track content & apps<br /><ul><li>Popular topics, rankings, & trends
    72. 72. Popular applications </li></ul>Use Cases<br /><ul><li>Executive & manager dashboards for tracking goals and results
    73. 73. Identify subject matter experts for incentives based on activities and growth
    74. 74. Identify positive and negative trends that may impact your social learning strategy</li></li></ul><li>Let’s consider an example.<br />
    75. 75. Me<br />Financial Services- Premiere Community <br />Incentive/reward for survey participation<br />Colleague(Blogger)<br />Leading Financial Services Company Blog<br />Network of Financial Services subject matter experts<br />
    76. 76. Social Intelligence Dynamics<br />Social interactions<br />Persistent expansion<br />Social ROI<br />Community<br />Business Processes<br />More precise personalization<br />Social intelligence<br />
    77. 77. Questions?<br />
    78. 78. Workshop:<br />Strategies for Social Innovation<br />Mike Merriman<br />Director, Strategic Services<br />Mzinga<br />
    79. 79. Traditional Learning Approach<br />Learners<br />LMS<br />Expert<br />Performance<br />Reporting<br />Designer<br />User Experience<br />Delivery<br />Development<br /><ul><li>Managed
    80. 80. Structured
    81. 81. Top-down approach
    82. 82. Passive recipient
    83. 83. Limited voice
    84. 84. Episodic
    85. 85. SMEs drive content
    86. 86. Unique skill sets required
    87. 87. Continual upkeep</li></li></ul><li>New Model for a New Way of Thinking<br />Collaborative Content Sources<br />Social Applications<br />Authoring Tools<br />LMS<br />Performance<br />Reporting<br />User Experience<br />Delivery<br />Development<br /><ul><li>Continual vs. event based
    88. 88. Mirrors how people really learn
    89. 89. Learn from each other
    90. 90. Focus on context & content
    91. 91. Bite-sized & digestible
    92. 92. Content as conversation
    93. 93. Everyone’s an expert
    94. 94. Everyone contributes
    95. 95. New content daily</li></ul>More content; lower cost<br />Contextual; more compelling<br />Collaborative; continual<br />
    96. 96. New Frameworks are Emerging<br />
    97. 97. New Frameworks are Emerging<br />
    98. 98. But how do you get started?<br />
    99. 99. Putting It Into Practice<br />
    100. 100. Are You the Pipe or the Plumber?<br />
    101. 101. Sample Social Learning Initiatives & Programs<br />
    102. 102. Social Business Maturity – Altimeter Group<br />
    103. 103. Social Business Maturity – Altimeter Group<br />Figure 9: Match Your Spending Priorities to Your Social Business Maturity<br />Source: Altimeter Group<br />
    104. 104. DTCC Learning’s<br />Digital Nervous Center<br />Kaliym Islam<br />DTCC<br />
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