Learning Performance Platform: The Synergy of Learning Objectives and Your LMS

 

At the heart of all learning initiatives in the corporate training space, there is supposed to be a business objective which needs to be achieved with the right kind of training intervention. However, most organizations fail to understand the importance of aligning learning initiatives to business goals which leads to a lot of redundant efforts. A Learning Performance Platform (LPP) builds a bridge between learning and business goals for an organization eliminating redundant processes and costs, and it’s all based on Instructional Design Theory.

 

 

Researchers across domains have unanimously voiced the need to have an application-based approach to learning or education. It is a circular process where acquiring knowledge should be directly related to the task it helps us perform.  According to K. Hibbard, “Performance-based learning and assessment achieve a balanced approach by extending traditional fact-and-skill instruction”. Learning in the workplace takes place in the context of use thus the learning outcome is embedded in the performance or work practice. In the paper, Performance-Based Learning and Knowledge Management in Workplace, the authors opine –

 

“To drive effective performance-based learning in the workplace, learning management should consider organizational structure, policies, practices and system, that will link individual performance to organizational success.”

 

Performance-based approach represents a set of strategies for acquisition and application of knowledge, skills, and work habits, which are called ‘Learning Objectives’. According to Dr Robert Mager, the three things that define the learning objectives are Performance, Condition and Criteria.

 

 

How does a Learning Performance Platform bring performance-based learning to the corporate space?

Ensure Learning Management Solution is linked with the KPI model

 

Business Performance Management Systems or BPMS holds the performance information of the employees. These systems may vary according to the department or function. However, the learning performance platform can integrate with these systems to fetch individual performance data or the KPIs of the employees according to their job roles, departments, KRAs. This helps the learning management platform to identify the business goals or learning objectives if we take the language of theorists.

 

Delivering Performance Based Training and Infrastructure

Based on the information received from the BPMS, the LPP performs training need analysis for the learners. The rule-based engine identifies performance gaps and triggers training accordingly. What an Instructional Designer does to create a curriculum design is exactly what the LPP does to figure out the coaching and performance support required to achieve the KPIs set out. KPI models built into the system creates a direct path from knowledge gain, leading to business goals.

 

Conducting Evaluation and Providing Feedback

KPI measurement in a business happens at three different – Organization, Department, and Individual job role. For the smallest unit and action area that is the individual job role, measurement of KPI depends on the KPI Item, Rating criteria and the KPI value or proficiency level. A Learning Performance Platform enables on-job-evaluation (OJE) with flexible checklists and multiple levels of feedback models. This creates a continuous learning environment eliminating defects and shortcoming through regular

training intervention. With an in-built OJE feature, the performance-oriented learning process is completely aligned with business growth.

 

 

Commenting on the need of a Learning Performance Platform, Ankush Jagga, Business Head – Learning Technologies, G-Cube shared ‘When it comes to training initiatives becoming redundant, I feel, we were not looking at the core of the issue which is to – Integrate with Business. That’s the key to successfully define the outcome of learning programs, technology, and strategy.

 

 

At G-Cube, we have developed the Learning & Performance Platform (LPP) which integrates with your core systems – CRMs, ERPs, Quality systems etc. This allows you to set rules to trigger learning and it can integrate and work with any LMS. Now you don’t have to look for business impact data and plan training. It’s all automated and that’s business integration.’

Share on facebook Share on linkedin Share on twitter Banking Sector – Training Opportunities & Strategies. Will LXP or LMS be proved more powerful?

 

The banking sector has only one thing as constant and that’s called “Change”. This industry has been going through major transformations over the last couple of years due to economic reforms, changing demographics and technological advancements.

 

The customer base for this industry is highly tech-savvy, short on time and always looking for competent and personalized services. To meet the requirements, there is need to establish a productive workplace that is free of human errors, security threats and bring premium banking & financial products or services, thus it is imperative for banking sector to implement an LMS platform to build upon essential competencies to achieve desired goals for the end-users. You need to build upon a strong & highly skilled team to remain innovative and quickly adjust to the outside changes.

 

Thus, this gives rise to the training needs in this industry which are to be commenced and completed as soon as possible for better outputs.

 

Training Opportunities, the banks need to address

 

• Regulation changes & Compliance Constraints
• Ensuring Standardization
• Workforce at multiple locations
• Supplementing Existing Courses

 

Employee engagement is must in learning and development (L&D) programs for any organization. Survey data from Find Course, released in 2018, shows that around 42% of companies indicated that employees who are highly engaged in L&D programs are also highly engaged with their organizations overall. A 2017 Gallup study, meanwhile, said that top-performing companies in employee engagement almost double their chances of success, as compared with companies with low employee engagement.

 

In a way neither the LMS nor the LXP is necessarily be called as the best choice for a particular bank, however, lets understand what makes each solution distinct to make accurate comparisons and choosing right training platforms.

 

LMS Approach

 

The traditional LMS help the banks from administration to delivery, reporting and evaluation of training & learning initiatives. In this model, administrators will assign the trainings to their employees, and they will be notified to access the materials and complete the training.

 

LMS will then collate data which may include key details such as assessment scores, training completion status. Proving compliance can be achieved easily, thanks to the easy-to-access and robust reporting features of an LMS. Also, this is particularly important for a heavily regulated sector, where compliance is a crucial aspect of a bank’s survival.

 

 LXP Approach

 

An LXP is new platform that brings different functionalities on a single platform. It helps banks ensure continuous learning through quick and convenient creation & deployment of training modules. LXP promotes more of learning engagement, employees are empowered to choose as what they want to learn. Also, this robust platform comes with functions that encourage collaboration and content sharing.

 

With more of the employee engagement, benefit that brings to banks revolves in three key aspects: Talent management, Productivity and Customer Service. At the end of the day, banking is all about being responsive to their customers. This follows that when employees are invested in the success of the bank, you can expect them to serve the customers at their best.

 

Skill Based

 

Uses a skill-based model, mapped job roles including skills assessment

Flexible to be used for Corporate Trainings

 

Used Based

 

Recommend content, based on user’s content consumption patterns

Great for creating huge libraries for B2C model

 

Machine Learning Driven

 

Indexing of content enables easy search and usability

Recommendations improve as the learner spends more time on the platform

 

As per the “Centre for Learning and Workplace Survey”, a staggering 87% of employees want a shared format for learning, while around 79% prefer web resources. The banks are going through technological revolution, witnessing fast-paced changes in products, services, customer education needs and regulatory frameworks. Thus, banks need to make a decision as whether LMS or LXP will be more handy to meet all business requirements.

 

Benefits to be achieved using these Learning strategies

 

• Lower the turnover of both skilled and early-career employees
• Reduce the high training costs of new employees
• Identify employees with specific skills and compliance gaps
• Decrease the time spent on on-the-job training
• Reduce the pressure to control and lower expenses due to the market volatility
• Meet high costs of compliance in a very regulated environment

 

G-Cube LMS is designed and ready to deliver all the business needs of the banking sector. The fully features LMS caters to all learning requirements of the employees and thus ensuring good customer service for the end-users.

Get an edge over your Learning Strategy with a Learning Experience Platform

If you are privy to the learning domain then you already know that the Learning Experience Platform (LXP) market is growing fast owing to the need of employee centric, personalized trainings. Market opinion is that the LXP is looking to replace the $4 Billion+ LMS Market.

 

Analysts say that the Learning Management System is a top-down model whereas LXP makes effective use of Artificial Intelligence and machine learning to bring a bottom-up approach to learning. With its learner-centric model, the platform seamlessly integrates with existing tools, making the shift from an LMS quite easy. It is a flexible and scalable system that makes learning experience personalized and unique. The learner can now control the trajectory that aligns with their goals.

 

According to Facts and Factors Market Research, the global learning experience platform (LXP) market was about USD 508.5 Million in 2020, with sales value projected to hit around USD 2186.4 Million by the end of 2026 and expected to register an excellent 25.3% CAGR during 2021 to 2026.

 

How did the need of a Learning Experience Platform emerge?

LMS was never designed to be learner controlled. It was developed as “management” system for learning, focused on business rules, compliance, and catalog management for courses.

 

The LMS fundamentally used processes like Course administration, Program Management, Business Rules, Assessment, Compliance rules, Management Approvals, Reporting and Analytics etc.

 

On the contrary LXP uses processes like Content Recommendations, Content Paths, Skills Mapping, Self-Published Content and Usage Analytics.

 

The LXP is an intelligent content delivery system which brings all learning material in one place, making it easy for individuals to choose the right courses – via search, personalization, and social sharing. Together, user experience, ownership, and discoverability, increase learner engagement, and business agility.

 

 

New Generation LXP v/s Traditional LMS

 

Having discussed the differences between the LMS and LXP, it is important to point out that whether you should choose an LXP or an LMS is dependent on how you want to control the learning environment. To put it simply, in an academic setting, LMS is your curriculum manager while LXP is the library.

 

G-Cube LXP is a new-age platform, designed to deliver intuitive learning experience for all. The experience-driven platform delivers trainings with adaptive learning paths that tailor content experience for individual users & encourages collaborative learning and mentoring.

Share on facebook Share on linkedin Share on twitter Customer Service – Solutions to Stay Upbeat

Customer expectations are reaching new heights, and poor customer service can cost a fortune.

The way in which a customer is treated, communicated with, and valued can make a significant difference. It is a crucial element that can distinguish one brand from another.

 

 

What does the future of customer service look like?

 

Traditionally, people did business or bought products based on brand, image, and price, but now it is very much about the experience. Any transaction, whether it is with people, products or in business, is judged on the value associated with the experience.

 

Customer Experience

Understanding the customer is a major factor. A recent survey by PWC suggests that, in the last six months, consumer behavior has evolved significantly.

 

The feel-good factor is important, and strategies should include all modes of communication, such as chat-bot, messages, email, and notifications. Customers happily pay more for a product if they feel they have had a pleasant experience.

 

Customer support should not be an afterthought. A highly impactful customer base can be developed by providing great products accompanied by great customer service.

 

 

Technology as an Enabler

Companies collect the most relevant data when they can utilize and decode customer information to improve their goods or services.

 

Technology alone cannot necessarily solve the problem, but it can provide these essential elements: Speed. Convenience. Consistency. Friendliness.

 

Emotionally Connected and Safe Experiences

Seventy-one percent of Americans would rather interact with a human than a chatbot or some other automated process – PwC.

 

This new standard of expectation has also seen a shift in values. Customers want a safe experience in their transactions and interactions, and this can be seen as an opportunity to develop stronger and more meaningful relationships.

 

 

How can you make this work?

 

Simply by enabling your staff.

 

But how do we get it right?

 

Despite recent global upheavals, some things remain constant in customer service and experience—’building trust’ and ‘human connection’.

 

The first step would be to treat our internal stakeholders as our prime customer. Thus, business strategies and priorities focusing on customer service representatives, especially the frontline staff, will contribute significantly.

With an ability to communicate kindly and clearly, they can have a considerable impact on the business with cross-selling and up-selling.

 

 

Solutions to stay upbeat

 

Knowledge

Customers would not be happy with a service if they felt that the representative lacked knowledge. A knowledgeable employee should sound confident, be able to resolve issues and combat difficult customer interactions.

 

To empower your prominent stakeholders:

1. Provide them with handy guides, such as a quick-fix negotiation guide or a conversation guide in the appropriate format, as well as learning nuggets, including just-in-time modules, reference guides, etc.
2. Provide them a centralized knowledge base with learning resources acting as a kiosk constantly available from any device.
3. Teach them with an engaging learning strategy to make training enjoyable and engaging, including tools such as animations and interactions, explainer videos, demonstration videos, and other interactive videos.
4. Have knowledge-sharing sessions with top performers to improve competence.

 

Skills

Organizations need to nurture their employees’ digital, cognitive, social and emotional, and adaptability and resilience skill sets. Many customers have struggled during the pandemic, and a little empathy can help them feel good.

 

The ever-evolving skill-based training and the current challenges require companies to proactively create strategies that enable development in four areas:

1. Basic digital skills to understand the organization’s ecosystem, critical technology, and processes.
2. Life skills such as adaptability and resilience to drive this experiential shift.
3. Situational empathy skills to combat disruptions caused by the pandemic.
4. Cognitive skills to further enhance and prepare for a self-reliant environment.

 

Awareness

To be prepared for the dynamic role of customer service, we must equip team members with information and technology, so they are able to assist the customer in their best capacity.

1. Prepare the team for positive customer experiences with virtual reality learning solutions that mirror real-life situations.
2. Provide guided training modules with challenges that allow learners to realize, decide, and get feedback on responses.
3. Prepare for high-quality solution-oriented customer service that acts as an agent for behavioral change.
4. Provide reinforcement sessions to boost positive customer service habits and behaviors.

 

Make sure your employees are aware and understand that they are empowered. Reach out to G-Cube to discover excellent solutions for customer service.

Training Medical Representatives to adapt to the New Normal with a Learning Experience Platform

How do you sell your product to customers without meeting them? This question has been plaguing multiple industries, but for pharmaceutical companies, convincing doctors to prescribe their products has gotten even more difficult. 2020 changed the business of medicine forever, and while medical representatives (MRs) are still trying to get used to the new normal, it is not all bad. In fact, the only action required at the moment is to adapt to the situation and do it fast. In this article, we will discuss the role of a learning experience platform in bringing the desired revolution.

 

 

In research conducted by Accenture in 2020, it was found that 61% of physicians are interacting more with their reps during COVID-19 than they did before the pandemic, despite the restrictions. However, the main factor that drives the market is the capability of MRs to pivot from face-to-face to remote methods. This is the difference between a ‘great’ MR and a ‘good’ MR. While 64% of meetings were previously in-person, now 65% of them are virtual. 28% doctors in the survey said that the restrictions on physical meetings they have implemented may be permanent, while another 44% said they would keep the restrictions “for the foreseeable future.” In this situation, creating the same level of trust and accountability between a physician and a medical rep in the virtual environment requires certain efforts on behalf of the pharma company.

 

 

Not only the environment, but also the kind of knowledge expected from a MR has changed. According to reports, moving forward, physicians expect reps “to be skilled in addressing clinical and scientific questions beyond the product detail, as well as represent multiple products.” The Accenture survey says that 82% of physicians said they have seen pharma companies change how they communicate during the pandemic, specifically broadening their communication beyond product information to “support that meets their most pressing needs.” Therefore, it can be inferred that with the expectations of physicians rising, pharma companies are making strategic changes in their approach to MR training.

 

 

Training in the pharma industry has always been critical, from both a product and a compliance point of view. However, the current shift in the business model calls for a revision of tactics to enable the MRs of the future. The role is evolving to become less of an individual relationship manager to a knowledge curator and change enabler. While physical meetings meant that the MR had to take multiple appointments to answer all physician questions, virtual meetings have created the scope for conference calls with Subject Matter Experts.

 

 

 

To enable MRs to become more than their current version of a sales rep trying by hook or by crook to get the doctor to listen, training plays an important role. Here are a few things that a Learning Experience Platform (LXP) has to offer that can help pharma companies in delivering the right training to medical reps:

 

 

1. Personalized Learning Paths

Allow MRs to learn through personalized learning paths as per their specific job roles and projects. Training for the individual responsible for selling a product and boosting customer retention will be different from the one with the role of creating demand for a newly launched product. As they become custodians of knowledge, it is important to create a learning path that compliments their existing knowledge base.

 

1. Search Engine

A query resolved is a customer satisfied. With the robust search engine of an LXP, featuring automated content tagging and segregation, MRs are better equipped to find the answer to any question that might come their way. This allows MRs to stay updated and access product information when they need it. It also helps employees to develop the curious mind necessary to keep up with the information age in business.

 

1. Recommendation System

Much like OTT platforms, AI-enabled LXPs have the capability to recommend content based on the learner’s previous choices. To develop comprehensive knowledge about a particular product necessary to serve the physicians in the current scenario, learning recommendations are of great help to MRs.

 

 

The LXP provides critical and cutting-edge support above and beyond the regular functions of a learning management system. Leveraging the offerings of the latest technology is a way that pharma companies can bring agility to their frontliners driving business and ushering in a new era. The G-Cube Learning Experience Platform, compliant with 21 CFR part 11 according to FDA guidelines, has the right features to enable the MRs of the future.

‘Channelize’ your eLearning Strategy

 

According to Statista, Youtube has 2.1 billion users in 2021 and according to the company, their users spend an average of 1 hour on the platform daily. Netflix on the other hand has 203 million+ paid subscribers and the company has seen 21.9% growth over last 12 months. eMarketer estimates that Netflix accounts for 25.7% of daily digital video time among US adults. This means that the average US adult spends 30 minutes a day watching Netflix.

 

 

These overwhelming numbers, do make us question the strategy behind such extraordinary user engagement? Is it just good content that keeps their audience glued or makes them come back for more or is it something else? Experts are of the opinion, that it is the suggestion engine that is driving the numbers, along with the presentation of that suggestion.

 

 

Youtube and Netflix are not just video streaming platforms anymore. They have now become content suggestion engines with the radical advancement in machine learning and artificial intelligence. These platforms are analyzing the user’s interaction with the content on the platform to suggest relevant content as per the user’s preference. The suggested content is further segregated into various categories based on the user’s past views on the platforms, their choice of language, geographical positioning, peer’s choice and so on. The user’s visit is incentivized by this service the platform is providing and their engagement with the platform increases with the sense of hyper-personalization. Netflix rakes in USD 1 billion each year by ensuring strong customer retention with the use of recommender engines, or the channel approach.

 

 

Now imagine, having the same strategy implemented for your learning delivery. Given the user’s behavior on these OTT platforms, one can safely bet on the effectiveness of a similar channel-based user interface on a learning platform. In 2018, Josh Bersin said that research has found out that employees have on an average 24 minutes to dedicate to learning. Learning providers have to strategically make most of this time and also create an affinity towards learning. The Netflix-like channel-based UI on a learning platform revolutionizes the way a learner receives content and consumes it. They not only receive the most relevant content in one glance, but the admin can push the most important courses, assessments, videos etc according to priority.

 

 

Sayan Guha, Product Head – Learning Technologies, G-Cube is a big advocate of this channel-based approach and says ‘When we talk of the Learn Tech industry, the scope is unimaginable for using the channel approach for learning personalization. Based on the learners’ interest, training history, and content consumption choices, the recommender algorithm can throw in incredibly useful training suggestions which will most definitely increase engagement and effectiveness of training. Our channel-based approach is driving high learning adoption for all kinds of learners, from leadership to sales teams to customers.’

 

 

How does channel-based approach facilitate learning?

 

• It helps categorize the learning content automatically based on keywords which also helps in keyword-based content search. For example – When a learner types/search a keyword- for example, ‘mobile hardware items’ they will find, anything related to it available on the LMS, even from the ‘recently uploaded’ or ‘about to expire’ items on their channels. Having this feature helps learners save time and effort.
• The channels are rule-based which means that once a new learning content is uploaded on the platform, the content will get automatically segregated in the relevant channel.
• Learning courses, assessments, certifications which must be completed within a certain date or have to be renewed can be highlighted in separate channel with alerts to the user.
• As the channels are programmable, admin can edit the channel placement through simple drag and drop to put the channels on the top whose content needs attention from the learner.
• Learner can see the recommended content based on their job roles, KPIs, past learning records and peer activity, all segregated into separate channels. Just like Netflix, G-Cube’s LMS home page looks different for different profiles as the learner can see content relevant to their profiles and recommendations.

 

 

AI advancements has taken over all aspects of digital experience of human beings – starting from how we listen to music to how we navigate our way to work. That is the level of efficiency and comfort your learners deserve in their learning journey as well. To know more about the programmable channel-based G-Cube LMS, write to us.