Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Master fi serv_deck


Published on

Published in: Technology, Business
  • Be the first to comment

  • Be the first to like this

Master fi serv_deck

  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’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 /><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 />