New Learning Agenda Part 3: Customer Activated Learning

by | Feb 3, 2014 | Articles

In November Towards Maturity Launched ‘The New Learning Agenda’ outlining recommendations for the business and L&D professionals as a result of their 2013-14 Towards Maturity Benchmark. In the 3rd part of the series, published by Inside Learning Technologies in January 2014, we look at why L&D need to shift to customer activated learning before it is too late!

In January 2004, Linking Learning to Business’ (1), the first in the series of the Towards Maturity Benchmark Studies was launched at Learning Technologies.  Since then over 2,900 organisations and 10,000 learners have participated in the Towards Maturity Benchmark. Technology has moved on and so has the research programme, as it now looks beyond simple e-learning projects to the wider issues of implementing a technology enabled learning strategy to support today’s business priorities.
During the last decade, technology has been driving radical change in business.

According to IBM’s Customer Activated Enterprise report (Oct 2013), CEO’s consider technology the most important external force shaping their organisations today. Today’s business leaders see technology as a critical driver of change, bringing them closer to customers and creating new opportunities to connect, collaborate and innovate. Next to their board, 55% of CEOs believe that customers will be the most likely to influence their on-going strategy moving forward(2). But are today’s L&D departments as influenced by their own customer’s behaviour when shaping their own on-going strategies?  In response to their own internal customers applying the same principles to deliver?

In the final part of the series we take a closer look at the behaviour of learners themselves to help L&D deliver ‘Customer Activated’ Learning in 2014 and beyond.

Ten years of technology change
When we gathered insights for our first report ‘the business challenges driving change were, on the surface, similar to today: speed of change, external customer retention, revenue growth and efficiency. The learning technology landscape, however, was very different. Wikipedia was a toddler, LinkedIn had just been launched, but Twitter, YouTube or even Facebook were yet to be seen. There were no iPhones or iPads or talk of ‘bring your own device’. (See timeline).

By 2013, 55% of adults with home internet use social media and 94% of adults in UK own or use a mobile phone(3). Back in 2003, the Linking Learning to Business Study was one of the very first to include the learner voice – how do staff in the workplace use technology to learn – with or without us!
To read the rest of this article please download at the bottom of this page.

1. http://www.towardsmaturity.org/article/2008/06/11/linking-learning-business-original-research-2004/
2. IBM’s Customer Activated Enterprise Oct 2013:  www.935.ibm.com/services/us/en/c-suite/csuitestudy2013/ 
3. OfCom Communications Market Report 2013 – http://media.ofcom.org.uk/facts/
Also check out related articles:

This article originally appeared in Inside Learning Technologies & Skills Magazine January 2014

Related downloads

Compare your L&D strategy with the Towards Maturity Learning Health Check

Compare your L&D strategy

Review your L&D strategy to discover your strengths and opportunities for improvement with the Towards Maturity Learning Health Check.

Featured content

Challenging Perceptions

Challenging Perceptions

The corporate learning market is rapidly evolving to meet the ever-changing demands of work and worker. The C-suite and L&D leaders can no longer ignore that over 90 percent of organizations do not realize the full value of their investments.

All you need is Evidence

All you need is Evidence

Every year over $400billion is spent on corporate learning globally, yet only 15% is proven to stick. Investments in learning are continuing to grow year on year but performance impact is not changing. The industry is still struggling to provide real proof of impact, in fact, for the first time the Towards Maturity Index is tracking a significant decline. This is causing leaders to have low confidence levels in L&D.

The Towards Maturity Journey: FirstPort

The Towards Maturity Journey: FirstPort

Having clear evidence is a vital starting point in identifying where improvement is needed and backing up your business case for change. We spoke with Emma Smith, Head of Talent at FirstPort Limited, a residential property management company. She had used the Towards Maturity Learning Health Check in a previous role and has now brought this tool to her new organisation in order to help transform their workplace learning culture.

The Towards Maturity Journey: Coca-Cola Hellenic Bottling Company

The Towards Maturity Journey: Coca-Cola Hellenic Bottling Company

Towards Maturity Learning Health Check provides an ideal starting point for organisations wanting to improve their development, by giving clear evidence and comparisons with high-performing learning cultures. To get a real idea of how the Health Check has a proven business impact, we spoke with Robin Lilly, Capabilities and Leadership Development Director of Coca-Cola Hellenic Bottling Company, to hear his experiences.

Featured

Challenging Perceptions

Challenging Perceptions

The corporate learning market is rapidly evolving to meet the ever-changing demands of work and worker. The C-suite and L&D leaders can no longer ignore that over 90 percent of organizations do not realize the full value of their investments.

All you need is Evidence

All you need is Evidence

Every year over $400billion is spent on corporate learning globally, yet only 15% is proven to stick. Investments in learning are continuing to grow year on year but performance impact is not changing. The industry is still struggling to provide real proof of impact, in fact, for the first time the Towards Maturity Index is tracking a significant decline. This is causing leaders to have low confidence levels in L&D.

The Towards Maturity Journey: FirstPort

The Towards Maturity Journey: FirstPort

Having clear evidence is a vital starting point in identifying where improvement is needed and backing up your business case for change. We spoke with Emma Smith, Head of Talent at FirstPort Limited, a residential property management company. She had used the Towards Maturity Learning Health Check in a previous role and has now brought this tool to her new organisation in order to help transform their workplace learning culture.

Our Ambassadors

Our Supporters also influence Towards Maturity's Health Check and research, providing insights on future trends and practices that should be investigated.

Pin It on Pinterest