1. Customer Experience
Creating a Training
Digital Nervous System
Featured Webinar
Presented by Mzinga & DTCC
September 2011
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2. Introductions
Mike Merriman
Director of Strategic Services
Mzinga
@MerrimanMzinga
Kaliym Islam
Vice President
DTCC Learning
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3. We’d love your participation
Session Follow-Up
• Being social is about interacting &
engaging each other & sharing ideas… After the event, the
so the best way to understand it, is to just following materials will
do it!
be made available to all
of you:
• Don’t feel limited: Join in the chat & feel
free to tweet about our discussion. • Presentation slides
(#mzinga) • Webinar recording
• Chat transcript
• We also know some of you will prefer to
listen; that’s cool too
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3
4. Today’s Agenda
Topic
The evolution of learning
Measuring business results
DTCC’s Digital Nervous System
Q&A
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5. “ Today's workplace is diverse, distributed and full of context
shifts. Companies with existing investments in learning will look
to squeeze even more value from this expenditure.
”
“ More techniques and technologies will emerge that
incorporate social software, and the lines between
learning, talent management and human capital
management systems will continue to blur.
”
Source: Gartner
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6. Ok, now let’s start with the basics…
What is meant by “Social ROI”?
Content, behaviors,
activities & interactions
Business results
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7. Food for thought…
“ ROI should be measurement to all corporate objectives,
not just revenue.
It’s actually more useful to think of it as ROO— return on
objectives, rather than merely counting dollars. ”
- Forrester
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8. Mzinga’s Social Business Ecosystem
• Streamlined
client acquisition
• Customer
engagement
• Loyalty &
retention
• Listening &
engagement • On-demand
support
• Brand building
Customer
• Demand
generation Experience
• Social
commerce Brand
Experience Social Business Employee
Ecosystem Experience
• Engagement &
Partner collaboration
Experience
• Satisfaction &
retention
• Social business
• On-boarding &
outsourcing
recruiting
• Indirect revenue
• Social learning
streams
• Developer
networks
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9. The Digital Nervous System
1. What is a DNS?
2. Why do training depts.
need a DNS?
3. How does DTCC use its
DNS
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10. but first......
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11. What is DTCC?
• Worlds largest post trade infrastructure
organization
• Settled more than $1.48 quadrillion in securities
transactions in 2009.
• Operates through 10 subsidiaries
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12. The DTCC Learning Group is
responsible for teaching
customers of the DTCC
subsidiaries how to use the
products and services of those
subsidiaries.
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14. Critical to: Critical to:
The Business Student/Learners
Process Partners
Stakeholder
Return on
Investment CTQ’s
CTP’s CTQ’s Learning
Performance
Business
Performance
CTP’s
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15. Kaliym Islam - VP
Bobbi Edwards Nashid Salahuddin
Director Trish Ryan Roger Roess Manager
Learning Application Manager Manager Analytics +
Design Learning Business Delivery Services Technology
Consultants
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16. Managing With Facts
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17. Managing With Facts
“The winners will be the ones who develop a
world class digital nervous system so that
information can easily flow through their
companies for maximum and constant learning”
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18. The Digital Nervous System
1. What is a DNS?
2. Why do training depts.
need a DNS?
3. How does DTCC use its
DNS
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19. Think, Act, React, and Adapt
Basic Operations
Business Reflexes
Digital Nervous Strategic Thinking
System
Customer
Interaction
A digital process that knowledge workers use to make better
decisions
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20. Basic Operations
Business Reflexes
Digital Nervous Strategic Thinking
System
Customer
Interaction
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21. Basic Operations
Business Reflexes
Digital Nervous Strategic Thinking
System
Analytics
Customer
Interaction
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22. Digital Nervous
System
Analytics
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23. Think, Act, React and Adapt
Basic Operations
Business Reflexes
Digital Nervous Strategic Thinking
System
Analytics
Customer
Interaction
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24. The Digital Nervous System
1. What is a DNS?
2. Why do training depts.
need a DNS?
3. How does DTCC use its
DNS
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26. Learning
Solutions
e-Learning
Blog
Wiki
Simulation
Classroom
Training
Workbook
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27. Are my products any
good?
Are they needed?
Are they useful?
Learning
Solutions
e-Learning
Blog
Wiki
Simulation
Classroom
Training
Workbook
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28. Can I deliver what I’m Are my products any
being asked to do? good?
Do I have the capacity? Are they needed?
Am I efficient enough? Are they useful?
Learning
Solutions
e-Learning
Blog
Wiki
Simulation
Classroom
Training
Workbook
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29. Digital Nervous
System
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30. Digital Nervous
System
Learning Output
e-Learning
Blog
Wiki
Simulation
Classroom
Training
Workbook
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31. Digital Nervous
System
Business Process Learning Output
e-Learning
Blog
Wiki
Simulation
Classroom
Training
Workbook
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32. Digital Nervous
System
Customer
Business Process Learning Output
Feedback
e-Learning
Blog
Wiki
Simulation
Classroom
Training
Workbook
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33. Digital Nervous
System
Customer
Business Process Learning Output
Feedback
What is our capacity? e-Learning
What is our capability? Blog
How efficient are we? Wiki
How effective are we?
What do our internal
Simulation
customers think? Classroom
Training
Workbook
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34. Digital Nervous
System
Customer
Business Process Learning Output
Feedback
What is our capacity? e-Learning Are users satisfied?
What is our capability? Blog Is the solution useful?
How efficient are we? Wiki Is the solution being
How effective are we? used?
What do our internal
Simulation Who is using it?
customers think? Classroom
Training
Workbook
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35. Digital Nervous
System
Project
Management
System
Customer
Business Process Learning Output
Feedback
What is our capacity? e-Learning Are users satisfied?
What is our capability? Blog Is the solution useful?
How efficient are we? Wiki Is the solution being
How effective are we? used?
What do our internal
Simulation Who is using it?
customers think? Classroom
Training
Workbook
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36. Digital Nervous
System
Project Learning
Management Management
System System
Customer
Business Process Learning Output
Feedback
What is our capacity? e-Learning Are users satisfied?
What is our capability? Blog Is the solution useful?
How efficient are we? Wiki Is the solution being
How effective are we? used?
What do our internal
Simulation Who is using it?
customers think? Classroom
Training
Workbook
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37. The Digital Nervous System
1. What is a DNS?
2. Why do training depts.
need a DNS?
3. How does DTCC use its
DNS
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38. Digital Nervous
System
Project Learning
Management Management
System System
Customer
Business Process Learning Output
Feedback
What is our capacity? e-Learning Are users satisfied?
What is our capability? Blog Is the solution useful?
How efficient are we? Wiki Is the solution being
How effective are we? used?
What do our internal
Simulation Who is using it?
customers think? Classroom
Training
Workbook
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39. Are we efficient?
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40. Are we efficient?
Over Budget
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43. Late
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44. Do we have the
capacity?
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45. Do we have the
capacity?
Capacity
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46. Digital Nervous
System
Project Learning
Management Management
System System
Customer
Business Process Learning Output
Feedback
What is our capacity? e-Learning Are users satisfied?
What is our capability? Blog Is the solution useful?
How efficient are we? Wiki Is the solution being
How effective are we? used?
What do our internal
Simulation Who is using it?
customers think? Classroom
Training
Workbook
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47. Are my products any good?
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48. Are my products any good?
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55. Warning
A digital nervous system is
useless unless you measure the
right things.
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56. • Start with an organizational
vision and mission
• Understand what’s important to
your customers and measure
those things
• It takes time so be patient
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57. The Digital Nervous System
1. What is a DNS?
2. Why do training depts.
need a DNS?
3. How does DTCC use its
DNS
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58. Questions
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59. Thank you!
mzinga.com
@mzinga
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