This document summarizes an online forum discussion hosted by Learning Cafe about adopting a consumer-centric approach to learning and development. The discussion included an introduction of the panelists, an overview of maturity models and relevance maps to assess where organizations are at in their adoption of customer-centric practices. There was also a discussion of how consumer views of learners as customers is a new perspective for L&D. The document outlines some tips provided, such as asking learners their preferred learning formats and monitoring usage patterns. Next steps mentioned include joining special interest groups and attending upcoming Learning Cafe events.

1. Learning Cafe Online Forum
Workplace Learner
As Consumer :
Can L&D Reorient to
Deliver Value ?
1
Thu, Aug 6, 2015
12 -1 pm AEST
Ways to participate:
• Q&A Box - comment, whinge & opinions
• Twitter Backchannel - #lrncafe
Knowledge
Sharing
Better Practices
Experienced
Panel

2. Introductions
Jenelle West – Manager Learning
Governance, Strategy & Policy at Suncorp
Group
Kara McLeod – Asia-Pacific Employer
Branding Manager at Ernst & Young.
Jeevan Joshi – Producer – Learning Cafe

3. Webinar Dashboard
Start Up/
Experiment
Organisation
/Industry Adoption
Why Bother ? Remove Fog
Maturity/
Effectiveness
Business
Value
Low
Low
High
High
Now
Vision
Novice Explorer Practitioner Expert
Design Business
Get
Answers
Get the
Questions
Just Right
Looking for Answers
Content/Pace
Too Packed
Expertise Level
Focus
Next Steps ?
Not Much A Lot
- Link up with Customer Centric Initiatives at work
- Attend Melbourne UnConference – Aug 19 Wed
- Get your organisation to join TinCan/xAPI@Work
Consumer centric
Customer centric

4. Blog
Magazine
Webinar
Discussions
UnConference
Twitter
Linkedin
Facebook
Coffee Catch
Ups
Capability
Building
Workshops
Community of Learning Professionals
with a focus on implementing ideas
Building
L&D
Capability
Please
Join our newsletter list
on learningcafe.com.au
Spread the word
Follow us @lrncafe
Join our initiatives

5. Upcoming Events
Register at learningcafe.com.au
Melbourne UnConference 19 Aug 2015
Sydney UnConference 25 Feb 2016
Content Curation
for Learning
Concepts, Process,
Systems & Skills
Sept 2015
Preparing your
Learning for
TinCan
Architecture
Process, Systems &
Skills Oct 2015
Business &
Commercial
Acumen for L&D
Experiential
Learning Workshop
Nov 2015
Using MOOCs for
Employee
Learning
Architecture
Process, Systems &
Skills Dec 2015
1 day Face to Face with Blended Learning Components
Interested ? Send email to enquiry@learningcafe.com.au

6. Melbourne UnConference –Aug 19. 120 Seats
400 + GST - Register before it sells out
Learning Labs, Experience Labs, Facilitated
Discussions. 20 + experienced facilitators.
17Dynamics
Accenture
Activatelearning
ANZ
APA
Aurecon
Cancer QLD
Canvass
Capgemini
CBA
CEB
CGU
Energy Australia
Ericsson
EY
Fairfax Media
Flinders University
Future Knowledge
IMC
K&L Gates
Kingston City Council
LCafe Community Mgr Melb
LearningCafe
Macquaire
Mindaustralia
My Outplacement
Obviouschoice
QBE
QUT
Aus Red Cross Blood Services
SCCV
Siemens Simplot
Wrestpoint

8. Ideasatwork.com.au
Collaborative explorations in innovative Learning
by Australian organisations
facilitated by LearningCafe
9 organisations
Explore
Experiment
Embed
20 organisations
Explore
Experiment
Embed
Starting Soon
Explore
Experiment
Embed
TinCan/xAPI MOOCs Gaming

9. LearningCafe - What comes to your mind ?

10. •Sample Size – 69
•Responses may not add up as some participants may not have answered all questions.
•These polls are not scientific and reflect the opinion only of visitors who have chosen to participate.
Do Learners commence or complete non
mandatory training ?

11. Does Learning (online or classroom) need
to be marketed ?
•Sample Size – 69
•Responses may not add up as some participants may not have answered all questions.
•These polls are not scientific and reflect the opinion only of visitors who have chosen to participate.
Which is the most common Learner
complaint ?

12. Customer Centric Approach
An ‘outside-in’, solutions-oriented approach
A deep understanding of the customer across the lifecycle
Empowerment at the point of interaction
Efficient, tailored business processes
Cross-company consistency
Transparency
Data-driven decisions
http://inform.tmforum.org/features-and-analysis/featured/2014/11/7-principles-customer-centric-companies/

13. Customer Centric Approach
An ‘outside-in’, solutions-oriented approach
A deep understanding of the customer across the lifecycle
Empowerment at the point of interaction
Efficient, tailored business processes
Cross-company consistency
Transparency
Data-driven decisions
OK
WOW
Employees
as
Customers

14. Consumer Centric Approach
Employees as
Consumers
Employees as
Customers
Employees can
choose what
Learning they do
and where they get
it from
Employees buy
Learning from L&D

15. Consumer Centric Approach
Learners as
Consumers
Employees as
Customers
Value for Time
Value for Money
Value for Cognitive
Bandwidth
Relevance -Does it solve
my problem ?
Does it help the
organisation I work for ?

16. Services Branding Model
Presented Brand
External Brand
Communication
Customer Experience
Brand Awareness
Brand Meaning
Brand
Equity
Leonard Berry – Services Marketing
Brand Promise
Brand Marketing
Brand Experience

17. Observations from Café Discussions
• You have a brand whether you want it or not.
• Don’t overpromise but it is fine to be aspirational (don’t
overdo it)
• Your e-Learning capability is now increasingly defining
your customer experience and brand.
• Move away from the use of the word ‘training’ as a
function of learning and development. This is not always
correct ?
Sydney

18. LET US TALK TO THE
PANELAND YOU

19. Tips on how to encourage
engagement in mandatory
learning as opposed to just
something learners have to
complete in minimal time
Kathryn Clark
Challenger Inst of Tech
Leaner as a consumer (pull
not push) is a shift in
culture, how has this been
managed by the panel's
organisations?
Amanda El Bahou , Qantas

20. Tips on how to encourage
engagement in mandatory
learning as opposed to just
something learners have to
complete in minimal time
Kathryn Clark
Challenger Inst of Tech
Leaner as a consumer (pull
not push) is a shift in
culture, how has this been
managed by the panel's
organisations?
Amanda El Bahou , Qantas
Which is the most common Learner
complaint ?
Customer centric design approach is
now being increasingly used.
Consumer view of Learner is a
relatively new angle, but may not be
essential as L&D have a captive
market as sole supplier

21. How do you get input from
learners as to the format they
want to consume in? e.g.
mobile/PC/F2F?
Ian MacLean, Headspace
Strategies for moving to a
Learner Centric model
Marcus Jenkins, CBA
What is involved in
becoming learner
centric ? Is it just a
mindset or a whole new
way of doing things in
L&D ?

22. How do you get input from
learners as to the format they
want to consume in? e.g.
mobile/PC/F2F?
Ian MacLean, Headspace
Strategies for moving to a
Learner Centric model
Marcus Jenkins, CBA
Customer centric design approach is
now being increasingly used.
Consumer view of Learner is a
relatively new angle, but may not be
essential as L&D have a captive
market as sole supplier
• Ask them
• Monitor usage patterns on
intranet, LMS etc
Need to provide Learning
ideally in all formats so that they
can choose. Does have cost
implications.

23. Placing on the Relevance Map
Start Up/
Experiment
Organisation /
Industry
Adoption
Why Bother ? Remove Fog
Maturity
Business
Value
Low
Low
High
High
Prediction –
Customer Centric
Become
commonplace in 2
years.
Consumer Centric
Not sure but
LearningCafe will
evangelise this
concept
Customer
Centricity
Consumer
Centricity

24. Next Steps
Join Special
Interest
Community
Attend
Workshops
Attend
UnConference
Melbourne
Brisbane
LearningCafe
LinkedIn Subgroup
Register interest
www.learningcafe.com.au
Register interest
www.learningcafe.com.au
Or send us an email - enquiry@learningcafe.com.au

25. www.learningcafe.com.au
lrncafe
http://bit.ly/lcafefb
blogs
learning conversations
free resources
workshops
UnConference 2015
Sydney Melbourne
Webinar recording, ebooks, L&D frameworks
Building Effective Employee Social Networks
25
Ideas@work Collaborations