The document outlines five tips for creating a customer-centric learning strategy aimed at enhancing learner engagement and improving organizational performance. It emphasizes the importance of understanding staff learning preferences, simplifying access to learning resources, and fostering an environment that encourages collaboration and personal learning strategies. Towards Maturity aims to help organizations benchmark and refine their learning and development practices based on comprehensive research and insights.

1. All content © 2015 Towards Maturity CIC Ltd. Not to be distributed or copied.
laura@towardsmaturity.org
www.towardsmaturity.org/2016benchmarkAll content © 2015 Towards Maturity CIC Ltd. Not to be distributed or copied.
laura@towardsmaturity.org
www.towardsmaturity.org/2016benchmark
@LauraOverton
@TowardsMaturity
5 Tips for Creating
a Customer-Centric
Learning Strategy

2. We
Facilitate
We
Communicate
We
Investigate
learning
innovation that
delivers
business impact
and fulfils
potential
Turning
Data
into
Insight
into
Action

3. The big challenge
3 in 5 L&D
managers
struggle to
engage
learners.
Why?

4. Today’s Agenda
Learner-centric L&D
The customer perspective
5 tips for moving to a customer-
centric learning strategy

5. Learner-centric L&D
The customer perspective
5 tips for moving to a customer-
centric learning strategy

6. Comment in
the chat area!
What does a
learner-centric
L&D strategy
look like?

7. Learning Aspirations
PERFORMANCE AGILITY
PROCESSEFFICIENCY

8. PERFORMANCE AGILITY
PROCESSEFFICIENCY
Learning Aspirations
CULTURE

9. PERFORMANCE
29% achieved
AGILITY
24% achieved
PROCESS
39% achieved
EFFICIENCY
41% achieved
Some way still to go
CULTURE
21% achieved

10. About Benchmarking
Who is reporting the best results?
What are they doing differently?
The top 10%

11. 25%
22%
12%
10%
6%
37%
30%
24%
17% 18%
42%
39%
29%
24% 19%
61% 63%
47%
42%
37%
72% 73%
63%
56%
48%
Efficiency Processes Productivity Responsiveness Culture
Q4 Q3 Q2 Q1 Top deck
Top Deck
x3 x5 X8x5x3
The Top Deck are achieving their goals

12. The Top Deck help us get there
More
for
Less
Learner
Centric
Strategy
But first…

13. Learner-centric L&D
The customer perspective
5 tips for moving to a customer-
centric learning strategy

14. © Towards Maturity 2015, Learner Voice Part 3:
www.towardsmaturity.org/learnervoice3
How do
knowledge
workers learn
what they need
to do their job?
86% team collaboration
82% conversations / meetings
58% support from mentor / coach / buddy
42% internal networks / communities
78% manager support
70% web search
45% online performance support tools
49% Job aids and checklists
57% classroom courses
47% self-paced e-learning
39% Live online learning
18% games and simulations
FORMALSOCIALWORK

15. 91%
of staff like to be
able to learn at
their own pace

16. 80%
are willing to share
what they know
with peers
18% overall need help getting started
87% 84% 76% 71% 69%
21-30 31-40 41-50 51-60 Over 60

17. 61%
of staff
are motivated by
using technologies
that allow them to
network and learn
with others
73% 64% 58% 40% 45%
21-30 31-40 41-50 51-60 Over 60

18. 48%
of staff
use their
personal mobile
to access work
related learning
apps

19. The danger
of boxing
staff in
CONSTRAINS OUR
THINKING & ACTIONS

20. Learner-centric L&D
Challenging assumptions
about learners
5 tips for moving to a customer-
centric learning strategy

21. 5 tips for moving to a
customer-centric learning
strategy
What can we learn from the Top Deck
learning organisations?

22. 86%of the Top Deck
are proactive in
understanding
how their staff
learn
(30% average)
CONSUMER-DRIVEN

23. 82%of staff
know what
they need to
learn

24. The Top Deck are
2x
as likely to
involve users
in design
(67% vs 29% avg.)
LISTEN

25. Tip 1. Provide staff with an active voice

26. What motivates staff to learn?
69%
want to do their job
better and faster

27. 97%Top Deck
agree learning
initiatives
support the
skills the
business needs
(60% on average)
“HAVE NOTHING IN YOUR HOMES THAT
YOU DO NOT KNOW TO BE USEFUL OR
BELIEVE TO BE BEAUTIFUL.”
~ WILLIAM MORRIS

28. What puts staff off?
35%
are put off by
uninspiring content

29. 2x
User generated
External video
Blogs
Curation
Content in the cloud
Badges
4x
As likely to
blend technologies
including social for
collaboration
(85% vs 21%)
THINK DIGITALLY
LATERALLY

30. Tip 2. Be useful!

31. What motivates staff to learn?
65%
just like to learn

32. The Top Deck are
2x
more likely to
encourage staff to
define their own
personal learning
strategies
(73% Top Deck
vs 35% avg.)

33. The Top Deck
helpstaff
learn how
to learn
79% offer study skills
training (51% avg.)
78% encourage staff to
learn from mistakes (41%)

34. Tip 3. Be Helpful

35. 59%
say lack of
time is a barrier

36. 59%
say lack of
time is a barrier
43% evenings
and weekends
46% at point of need
28% travelling
to/from work
But we make time…
What are the other
barriers to learning?

37. 26%of staff
can’t find what
they need

38. The Top Deck
simplify
ACCESS
TO COMMUNITY
TO CONTENT
TO TECHNOLOGY
TO CLEAR COMMUNICATION
AT THE RIGHT PLACE AND
TIME

39. Tip 4
Simplify the
Experience

40. Tip 5
Let Go
WE NEED TO LET
GO OF OUR PAST

41. 1. Listen more
Provide staff with an active voice
2. Be useful
3. Be helpful
4. Make life simple
5. Let go
5 tips for moving to a customer-centric
learning strategy

42. What are you going to do
differently as a result of
today?
@LauraOverton
@TowardsMaturity
resources@towardsmaturity.org

43. Q&A
@LauraOverton
@TowardsMaturity
resources@towardsmaturity.org

44. ABOUT US
Towards Maturity is a benchmarking practice that provides authoritative research
and expert consultancy services to help assess and improve the effectiveness and
consistency of L&D performance within organisations. It leverages the data
gathered from the largest learning and development benchmark in Europe.
Download our case studies to support your business case for change at:
www.towardsmaturity.org
Benchmark your learning strategy to prioritise actions and improve performance
at: www.towardsmaturity.org/benchmark