Creating A Training Digital Nervous System

MZINGA l #1 IN ON‐DEMAND SOCIAL SOFTWARE l MZINGA.COM 1

Creating a Training Digital Nervous System

Customer Experience

Featured WebinarPresented by Mzinga & DTCC

September 2011

Introductions

Mike MerrimanDirector of Strategic Services

Mzinga@MerrimanMzinga

Kaliym IslamVice President DTCC Learning

We’d love your participation

• Being social is about interacting & engaging each other & sharing ideas… so the best way to understand it, is to just do it!

• Don’t feel limited: Join in the chat & feel free to tweet about our discussion.(#mzinga)

• We also know some of you will prefer to listen; that’s cool too

Session Follow-Up

After the event, the

following materials will

be made available to all

of you:

• Presentation slides

• Webinar recording

• Chat transcript

The evolution of learning

Measuring business results

DTCC’s Digital Nervous System

Today’s Agenda

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

Business results

What is meant by “Social ROI”?

Content, behaviors, activities & interactions

Ok, now let’s start with the basics…

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

Food for thought…

Mzinga’s Social Business Ecosystem

Partner Experience

Employee Experience

CustomerExperience

Brand Experience

• Streamlined client acquisition

• Customer engagement

• Loyalty & retention

• On-demand support

• Listening & engagement

• Brand building

• Demand generation

• Social commerce

• Social business outsourcing

• Indirect revenue streams

• Developer networks

• Engagement & collaboration

• Satisfaction & retention

• On-boarding & recruiting

• Social learning

Social Business Ecosystem

COPYRIGHT KALIYM A. ISLAM 2011

The Digital Nervous System

2. Why do training depts. need a DNS?

1. What is a DNS?

3. How does DTCC use its DNS

2Wednesday, August 3, 11

but first......

• Worlds largest post trade infrastructure organization

• Settled more than $1.48 quadrillion in securities transactions in 2009.

• Operates through 10 subsidiaries

What is DTCC?

The DTCC Learning Group is responsible for teaching customers of the DTCC

subsidiaries how to use the products and services of those

subsidiaries.

Return on Investment

CTQ’s

CTP’s

Critical to:The BusinessProcess PartnersStakeholder

Critical to:Student/Learners

CTP’s

Business Performance

CTQ’s

Learning Performance

Kaliym Islam - VP

Bobbi EdwardsDirector

Learning Application Design

Trish RyanManager

Learning Business Consultants

Roger RoessManager

Delivery Services

Nashid SalahuddinManager

Analytics + Technology

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”

1. What is a DNS?

Basic Operations

Strategic Thinking

Customer Interaction

Business ReflexesDigital Nervous

System

Think, Act, React, and Adapt

A digital process that knowledge workers use to make better decisions

Basic Operations

Strategic Thinking

System

Basic Operations

Strategic Thinking

SystemAnalytics

Digital Nervous System

Analytics

Strategic Thinking

Basic Operations

Business Reflexes

Analytics

Think, Act, React and Adapt

1. What is a DNS?

e-LearningBlog Wiki

SimulationClassroom

TrainingWorkbook

Learning Solutions

e-LearningBlog Wiki

SimulationClassroom

TrainingWorkbook

Learning Solutions

Are my products any good?

Are they needed?Are they useful?

e-LearningBlog Wiki

SimulationClassroom

TrainingWorkbook

Learning Solutions

Are they needed?Are they useful?

Can I deliver what I’m being asked to do?

Do I have the capacity?Am I efficient enough?

e-LearningBlog Wiki

SimulationClassroom

TrainingWorkbook

Learning Output

e-LearningBlog Wiki

SimulationClassroom

TrainingWorkbook

Learning OutputBusiness Process

e-LearningBlog Wiki

SimulationClassroom

TrainingWorkbook

Learning OutputBusiness ProcessCustomer Feedback

e-LearningBlog Wiki

SimulationClassroom

TrainingWorkbook

What is our capacity?What is our capability?How efficient are we?How effective are we?What do our internal customers think?

e-LearningBlog Wiki

SimulationClassroom

TrainingWorkbook

Are users satisfied?Is the solution useful?Is the solution being used?Who is using it?

Project Management

System

e-LearningBlog Wiki

SimulationClassroom

TrainingWorkbook

Learning Management

System

Project Management

System

e-LearningBlog Wiki

SimulationClassroom

TrainingWorkbook

1. What is a DNS?

Learning Management

System

Project Management

System

e-LearningBlog Wiki

SimulationClassroom

TrainingWorkbook

Are we efficient?

Over Budget

Do we have the capacity?

Capacity

Learning Management

System

Project Management

System

e-LearningBlog Wiki

SimulationClassroom

TrainingWorkbook

Are they needed?

Are they useful?

WarningA digital nervous system is

useless unless you measure the right things.

• Start with an organizational vision and mission

• Understand what’s important to your customers and measure those things

• It takes time so be patient

1. What is a DNS?

Questions

mzinga.com@mzinga

Thank you!

Creating A Training Digital Nervous System

Technology

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