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The Time is Now! Reskilling the Frontline Workforce

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The employee learning experience is a balancing act: employees must develop the knowledge to excel at their day-to-day work and develop the skills they need to succeed in the future. In today’s constantly changing workplace, this can be challenging — especially for frontline employees. However, effective reskilling can set frontline employees — and organizations — up for success both now and in the future. In this session, we explore the practical realities of reskilling the frontline workforce and show you how to provide the continuous support employees need to balance today’s performance and long-term development.

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The Time is Now! Reskilling the Frontline Workforce

  1. 1. THE TIME IS NOW! Reskilling Today’s Frontline Workforce
  2. 2. JD Dillon Chief Learning Architect Founder + Principal
  3. 3. Axonify helps frontline employees develop the knowledge and skills they need to do their best work every day.
  4. 4. Pixabay Let’s begin with a to reinforce just how important frontline employees are to a successful organization. BIG PILE OF STATISTICS
  5. 5. 80%of the global workforce works in frontline roles. International Labor Organization, 2015
  6. 6. Pixabay 1/3 of customers will leave a brand they love after 1 bad experience Source: PWC 72% of companies have made CX transformation a priority Source: Forrester 70% of CX transformations fail due to employee resistance Source: McKinsey
  7. 7. Unsplash in retail 1/3 in contact centers of shoppers rate salespeople as the winning strategy most likely to impress them when they walk into a store. #1reason people dislike calling companies: not being able to speak with a real person right away. Source: GetApp Lab Source: NewVoiceMedia
  8. 8. Frontline performance is a critical part of delivering a high-value customer experience.
  9. 9. Pixabay We have a problem. 87%of employees are not engaged at work. Source: Gallup 2018
  10. 10. 42 6.6million US job openings days to fill a position HireVue (2019) US Department of Labor (March 2019)
  11. 11. Automation is fundamentally changing the nature of work. Deloitte Human Capital Trends Report (2019) McKinsey – Susan Lund (2019) 90% of organizations are in the process of redesigning jobs. 50% of the tasks people do today can be automated. Only 5% of jobs can be entirely automated. Pixabay
  12. 12. Unsplash 54%of employees will require significant reskilling in just three years. Last stat! I promise … Source: World Economic Forum 2019
  13. 13. Providing right-fit support for your frontline workforce isn’t just the right thing to do. It’s also necessary to maintain a competitive advantage in today’s disruptive business world.
  14. 14. Pixabay Do your frontline employees get the learning and development support they deserve?
  15. 15. Pexels There is a disconnect between workplace learning strategy and frontline workplace reality.
  16. 16. Axonify 2019 State of Frontline Workplace Training Study Connected Busy Unique Disengaged Eager
  17. 17. Ongoing Skill Development Day-to-Day Performance Great learning cultures can maintain a delicate balance.
  18. 18. How can L&D balance the current and future development needs of frontline employees?
  19. 19. Pixabay BIG IDEA #1 Adopt a modern learning mindset before trying to transform the frontline learning experience.
  20. 20. a critical part of the workflow takes advantage of the full ecosystem applies data to guide and accelerate decision-making provides a personal experience at scale drives clear business impact fosters ongoing organizational agility Modern Learning Mindset
  21. 21. Pixabay BIG IDEA #2 Design learning and support solutions that fit the modern frontline employee persona.
  22. 22. Agree on a clear, measurable business result Define the observable behavior required to achieve the result Define the knowledge required to execute the expected behavior Determine the right-fit solution DESIGN + MEASUREMENT Access Engagement Value Confidence Motivation Opportunity Practice Feedback Support
  23. 23. Shared Knowledge Performance Support Reinforcement Coaching Pull Training Push Training AVAILABILITY PRIORITY The Modern Learning Ecosystem FrameworkTM NEED NICE
  24. 24. Pixabay CONTEXT when and where does the person need help? CRITICALITY how problematic is failure for this topic? COMPLEXITY how challenging is this topic to master? TIMELINESS how quickly is an intervention required?
  25. 25. Shared Knowledge Performance Support AVAILABILITY PRIORITY ? New Process quick, targeted solution
  26. 26. Shared Knowledge Performance Support Reinforcement Coaching Pull Training Push Training AVAILABILITY PRIORITY ? New Skill expanded, blended solution
  27. 27. Pixabay BIG IDEA #3 Frontline managers are the most important people in modern workplace learning, especially for frontline employees.
  28. 28. Align support with established priorities. Help managers become better coaches, not teachers. Provide managers with the same level of support.
  29. 29. Pixabay BIG IDEA #4 Select tools and technologies that enable a continuous learning experience for frontline employees.
  30. 30. Pexels Learning and support must emerge from the back room and become part of the everyday working experience.
  31. 31. Pexels L&D must leverage the same tools employee use as part of their work.
  32. 32. AI and improved measurement practices will help L&D meet frontline development needs in new ways.
  33. 33. AI-enabled technology can support personalized development at the speed and scale of modern business. Personalization Recommendation Gap Identification Impact Analysis Coaching Mentoring
  34. 34. Pixabay Select tools and technologies that enable a continuous learning experience for frontline employees. Frontline managers are the most important people in modern workplace learning, especially for frontline employees. Design learning and support solutions that fit the modern frontline employee persona. Adopt a modern learning mindset before trying to transform the frontline learning experience.
  35. 35. Reinforcement Analytics Motivation Shared Experience On-Demand Resources Events Online Content Experience Messaging Knowledge Growth Business Results Coaching continuous learning experience
  36. 36. TODAY Business challenges TOMORROW Onboarding Compliance Change Enablement Performance Support Coaching Messaging EMPLOYEE EXPERIENCE Ongoing skill development Reskilling Reinforcement Self-Directed Learning Management Training Expertise Matching Curation
  37. 37. Whether developing within their current roles or getting ready to take on new positions, frontline employees deserve the support they need to do their best work every single day.
  38. 38. info.axonify.com/2019-ipsos-report
  39. 39. axonify.com/take5 TAKE5your monthly burst of microlearning Keep pace with the evolving L&D profession with a curated selection of resources, articles, events plus a featured video – all in less than 5 minutes per month.
  40. 40. @JD_Dillon axonify.com jdillon@axonify.com slideshare.net/JDDillonJD Dillon
  41. 41. THE TIME IS NOW! Reskilling Today’s Frontline Workforce

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