Cisco takes a page from Customer Experience's playbook to improve its learning function
Join Jeff Cattel as we meet Michael Cannon (Director, Learner Experience, Cisco) and Jack Wilson (Manager, Learner Advocacy, Cisco) as they present their paper Learner as Customer
*Please read the paper before attending
Summary:
Networking company Cisco leveraged ideas from an entirely different workplace discipline—Customer Experience—to improve its learning techniques beyond the traditional ADDIE and Kirkpatrick/Phillips models. Cisco learning leaders found that treating learners like customers, understanding their needs, and driving their point of view into how the learning function does business dramatically improved the learner experience. Customer Experience has developed a set of tools and processes to assess the customers’ current experience, identify gaps and the current experience and implement actions needed to close those gaps. Cisco identified the Learner Experience Goal, a brief statement that acts as the guiding principle for learner experience, and developed a Learning Experience Touch Points Model to outline the most important parts of learner experience for the learning function to focus on. The touch points model begins with "awareness" that learning and development resources are available, even before the learner has a specific need. It then moves through each key interaction learners have with a learning organization—its products and services—before ending with the "apply" touch point, where real behavior change occurs on the job and value begins to accrue to both learner and the business.