Master fi serv_deck

Social Learning InnovationA Mzinga Financial Services Focus Group

Event AgendaTime Session Presenter

8am Registration & Breakfast

8:30am Introductions Randy Saari, Sr. VP of Customer Experience, Mzinga

8:35am Introduction to the Mzinga Vision Al Nugent, CEO, Mzinga

9am The Business Case for Social Learning Dawn Kozak, Prudential

9:30am Leveraging Multiple OmniSocial Sites in a Highly Regulated Industry George Patsouris, Natixis Global Associates

10-10:15am Break

10:15am DTCC Learning’s Digital Nervous System Kaliym Islam, DTCC

10:45am Analytics & Social Intelligence Navdeep Alam, Director of Data Architecture, Mzinga

11:15am Break

11:30am Social Innovation Strategy Mike Merriman,,Director of Strategic Services, Mzinga

12pm Q & A All Attendees

12:30pm Lunch

MzingaStrategy & Vision

Today, the pressure on businesses is higher than ever

to…4

Develop & attract new talent…

Up to 80% of effective employee development occurs informally, through team collaboration and conversations.

Yet, employee programs are still focused on organizational approaches, rather than solutions that are employee-centric

According to IDC, the cost of NOT easily finding information = $3,300 per employee each year

(That’s $3.3M in annual lost opportunity cost for a business of 1000 people)

Work smarter & more efficiently…

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.

These issues lead to long support calls, poor issue resolution, cost increases and customer dissatisfaction.

Improve loyalty & satisfaction

How can today’s learning organizations rise to the occasion despite the mounting challenges?

Mzinga Vision

9

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.

Social Learning Solution Ecosystem

Cloud-basedOpen

Platform

Strategic Services

ModerationAnd Vibrancy

Analytics

Role-based Applications

Endpoint Agnostic

Smart Content

Mzinga Next-Generation Solution Framework

OpenNetworks

Open Protocols

Open Platforms

ContentRole-based Applications

Fully Commoditized

OpenNetworks

Open Protocols

Open Platforms

Content

Role-based Applications A

naly

tics

Mob

ile a

nd T

ethe

red

There’s More!

Role-based Solution Value

Mzinga Platform

HR

Cust

omer

exp

erie

nce

Lear

ning

& ta

lent

Mar

ketin

g

Mkt

Res

earc

h … Solution “roles”

The platform

Analytics & Reporting

Grow market awareness

Streamline recruiting & on-boarding• Expand access to talent & establish extended workforce networks• Speed time to competency by making mentors/experts more accessible • Provide ready access to blended new hire and training resources

Increase productivity & performance• Eliminate duplicate work efforts by repeating best practices• Gain up to 30% productivity by blending formal and social learning• Reduce project timelines by 34% through peer-to-peer interaction

Increase satisfaction & retention• Give employees a voice and enable them to provide feedback• Increase knowledge retention by addressing general learning styles • Empower employees to participate in innovation & business strategies

Improve employeedevelopment & productivity.

“

”- Steven Brewer, Training & Development Manager at The Philadelphia Insurance

Companies

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….

Client Business results

Deliver comprehensive learning & development; reduce costs• Deliver an enterprise-wide ecosystem to manage learning and development

for 28,000 geographically dispersed employees.• Reduce training overhead by while continuing to address the same level of

learning and development

Streamline social collaboration and learning amongst employees• Ranked No. 1 on the 2009 Deloitte Technology Fast 500 of the fastest

growing technology, media, and life sciences companies in North America • Goal is to deliver learning to their rapidly growing workforce that can scale with

their growth

Enable collaborative learning & development• The Corridor Group, Inc. (TCG) is the nation's leading provider of consulting,

executive search and educational resources to the home care industry• Mzinga solution goal is to provide collaborative learning content access and

distribution for Home Healthcare/Hospice organizations

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Measurable business results…

Improve customer response times• 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.

Drive satisfaction, loyalty & retention• 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.

Reduce support costs• Telephone support costs $6 to $12 or higher per contact. • Online chat costs only $5 and is 63% more effective, and web-

based customer self-service costs just a few cents per contact.

Improving the overallcustomer experience.

“

”- Michael Harvey, Chief Executive at Monster.com’s CareerOne

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.

Mzinga Client Business results

Reduced support costs & improve efficiencies• Peer support for Ford owners of the Sync In-car communication system• 11,000 support users and more than 1M message views• Reduced expensive support calls, and improved access to product research

Improved communications with most valuable & influential customers• A private, online community where TIAA-CREF annuity clients can network,

interact, and discuss financial and lifestyle topics• 12,000 members and thousands of online posts by participants• High community retention rates, increased participation in TIAA-CREF

programs

Enabling peer legal support & driving revenue• An online community forum for sharing & finding legal assistance & support• 4M visitors per month & 1,500+ new legal questions submitted each week• Increased web site traffic, and increased WOM brand building

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Measurable business results…

Leveraging Multi-SiteCapabilities of OmniSocial 2

George PatsourisVP, Training & DevelopmentNatixis Global Associates

Agenda

Firm background and learning needs

OmniSocial solution and challenges

Using multi-site function as a proof-of-concept model

Firm Overview

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.• Headquartered in Boston• 375 employees• Over 125 sales people

• Over 50 located in field or satellite offices

*as of 12/31/2010

Learning needs and challenges

• Company has experienced rapid growth over the past 5 years• Many new employees (sales staff)• Expanding product line

• 9 fund launches in 18 months• Newly acquired affiliates

• Four acquisitions in four years • Affiliates investment manages are independent

• Access to PMs limited• Need to leverage knowledge within firm

• Best practices shared live• Not usually captured in print or media

• Compliance risk• Too many sources of information• Sales people saving info to desktops/files

Omni Social solutions

Omni Social offers multiple solutions to our learning issues:• Blogs – Product Specialists can routinely share updates to

portfolios and share insights on industry trends• Wikis – Dynamic reference resource• Discussions – Centralized location to share best practices and

ask questions• File Sharing – One-stop shop for storing learning-related

content

OS2 Implementation Challenges

• Social media still somewhat new• Untested as a learning tool• If “we build it, will they come?”

• Uncertainty around social media regulations• No external social media presence• Limited resource needs• No policies, processes, and procedures• Compliance concerns

• Moderation• Record keeping• Access/administration

Alternate Solution

• Needed a way to alleviate Compliance concerns needed to identify content that fit outside of the industry

• New corporate Community Initiative launched while upgrading to OS2

• Opportunity to use social media functionality on non-industry content• Proof-of-concept of social media• Low-risk test for Compliance

Community Initiative and Site

Community Initiative• 8 charity partners• Teams of 10-15 people led by EVP working with each charity • Create and implement annual plan of educational, volunteer and

fundraising events

Community Connection site• Separate site and URL for:

• Event registration and tracking• Blogs – general corporate Blog and charity-specific blogs• Discussions

General audience-ask/answer questions about charities, corporate policies, etc; and, solicit ideas and feedback about program

Charity teams-to communicate among the teams; and to share ideas, provide updates on projects and voice questions or concerns

Natixis CommunityConnection

Questions, comments or suggestions

Contact me:George PatsourisVice President, Training & DevelopmentNatixis Global [email protected]: 617.449.2542M: 617.899.5200

mailto:[email protected]

MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l

MzingaAnalytics & Social Intelligence

Navdeep AlamDirector, Data ArchitectureMzinga

Knowledge Continuum

Data

Information

Knowledge

WisdomUse knowledge to establish and achieve goals/ROI

Analyze & synthesize derived information

Give meaning to obtained data

Obtain the raw facts

Baker’s depiction of the Knowledge Continuum, 2007

Analyze your community PLUS interactions on the social web

Sentiment Competitive analysis Social graphing Business intelligence

Benchmark your community to others

Your site 1 2 3(Other sites)

By role By industry By company size By community size

Analyze your community

Members Roles Content Behaviors

Mzinga Analytics & Reporting Vision

Content, behaviors, activities & interactions

Business results

What is Social ROI?

Social graph

+Social behaviors

+Social gaming

dynamics

What is Social Intelligence?

MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l33

Marketplace (Social Web Analytics)

Mzinga Ecosystem(Meta-data

Benchmarking)

Client Community

Community Analytics

(Analytics)

(Reporting)

Listening & monitoring

Our Data

Best-in-Class Analytics & Reporting Platform


Mzinga Social Media Listening & Monitoring

• New partnership with Radian6

• Radian6 provides a complete social media monitoring, measurement & engagement platform to engage with customers across the entire social web.

• A self-serve and real-time platform for monitoring, measuring and engaging in conversations online.

• Understand what influencers are saying and sharing about your brand.

• Access via web browser and your data is displayed in an easily configurable dashboard that is updated in real-time.

MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l35

Mzinga Analytics Platform

Visualizations

Consolidate and associate data from various sources

Analyze data for insights, trends, patterns and discover assets

Drive business decisions and connect with employees and/or customers

Intelligence Applications

Content Behaviors/Interactions Social GraphsVoices User Info Business Data

Comprehensive Actionable Intelligence

(Flexible, extensible, integrated)


Social Analytics & Reporting Offerings

36

User Reputation Recommendation Benchmarking Connective Tagging

Social IntelligenceApplications

Dashboards& Analytics

Analytical SearchEconomics &

Reward EnginePredictive

Recommendation

Member Engagement & Influence

Popular Topics & Applications

Ad Hoc Social Dashboards

Social Network Graphing

Analyze users & behaviors User activity, adoption & retention User engagement, influence, & trends User reputation & ranking

Use Cases Executive & manager dashboards for

tracking goals and results Identify subject matter experts for

incentives based on activities and growth Identify positive and negative trends that

may impact your social learning strategy

Track content & apps Popular topics, rankings, & trends Popular applications

Sample Measures That Matter

Let’s consider an example.

Leading Financial Services Company

Blog

Financial Services- Premiere

Community

Me

Colleague(Blogger)

Incentive/reward for

survey participation

Network of Financial Services subject matter experts

Social interactions

Business Processes

Social intelligence

Persistent expansion

Community

More precise perso

nalization

Social ROI

Social Intelligence Dynamics

Questions?


Workshop:Strategies for Social Innovation

Mike MerrimanDirector, Strategic ServicesMzinga


• Passive recipient• Limited voice• Episodic

User Experience

Expert

Designer

• Managed• Structured• Top-down approach

Delivery

Reporting

Performance

LMS

Learners

• SMEs drive content• Unique skill sets required• Continual upkeep

Development

Traditional Learning Approach


• Continual vs. event based• Mirrors how people really

learn• Learn from each other

User Experience

• Focus on context & content• Bite-sized & digestible• Content as conversation

Delivery

• Everyone’s an expert• Everyone contributes• New content daily

Development

Authoring Tools LMS Performance Reporting

Collaborative Content Sources

Social Applications

More content; lower cost

Contextual; more compelling

Collaborative; continual

New Model for a New Way of Thinking


New Frameworks are Emerging


But how do you get started?


Putting It Into PracticeLead by Example•Educate yourself & become an expert•Experiment with & understand the tools•Understand the changing learning dynamics

Choose a business challenge & approach it with collaborative solutions

Recruit champions & participants

Define an action plan to meet all of the criteria•Culture change•Development & programming•Listening & ongoing management

Measure & refine


You are a pipe if:• You mostly build expert-led

material• You focus on delivery• You focus on curriculum, access

and reports• You react to biz needs• You are a ‘conduit’ for SME’s• You are perceived as leader of

the training group

You’re a plumber if:• You create learner-led

environments• You focus on capture and

sharing• You focus on enabling and

empowering • You enable biz to react • SME’s are their own conduit• You are perceived as leader of

learning overall

Are You the Pipe or the Plumber?


Sample Social Learning Initiatives & Programs

• Sharing “best” practices

Leadership training

• Mentorship, quick group integration, new group cohesion

New hire training

• Discussions as FAQ engines to facilitate

Ad-hoc knowledge and expertise sharing

• Searchable profiles to find existing expertise

Expertise location

• Ideation sessions• Collaborative content development• UGC video snippets

Co-creation of learning


Social Business Maturity – Altimeter Group


Social Business Maturity – Altimeter Group Figure 9: Match Your Spending Priorities to Your Social Business Maturity

Source: Altimeter Group

DTCC Learning’sDigital Nervous Center

Kaliym IslamDTCC

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