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Digital Learning
Where Are We?
Josh Bersin
Founder, Bersin by Deloitte
Principal, Deloitte Consulting LLP
March, 2017
Corporate Learning in 2017
Has Digital Learning Arrived?
1. Exponential importance of learning
2. How organizations have changed
3. L&D’s biggest challenge in a decade
4. The changed world of work
Exponential Importance of Learning
The business, economic, and competitive
imperative
90% of organizations surveyed by MIT and Deloitte
anticipate their industries will be totally disrupted by
digital trends.
Digital Disruption
Why skills matter so much
Shift to a service and IP-based economy
Source: U.S. Bureau of Labor Statistics
The Future of Work is The Augmented Worker
Continuous Reskilling Defines Our Economy
70% of the technical skills jobs require
today become obsolete with 5 years.
- LinkedIn Lynda.com Research
Productivity is suffering—is technology helping?
US productivity last ten years
1 billion
smartphones
i-Phone
launched
100 million
Twitter users
Shared values and culture
Transparent goals and
projects
Free flow of information
and feedback
People rewarded for
their skills and abilities,
not position
Organizations Have Changed
B
A
DCF
A
C D E
B
G
How things were How things “are” How things work
E
Teams Have Changed
80-90%
Full Time
Employees
1960s-1980s
Job training
Traditional careers
Professional development
50-70%
Full
Time
Contingent
1990s-2000s
Onboarding
Employee-driven learning
New career models
<50%
Full
Time
Contingent
Machines
Future
Continuous training
Micro and Macro learning
Open career management
38% of companies expect to be
“fully automated” with robotics
and AI within 3-5 years
Companies That Learn Outperform Those That Don’t
11
2%
17%
33% 34%
14%
2% 0%
3%
56%
39%
We are reactive /
tactical / Our purpose
is
to simply fulfill.
2 3 4 We are proactive /
strategic / Our
purpose
is to act as business
partner.
Overall % HILO %
Proof: Bersin High-Impact Learning Organization Research
How do you think your leadership
perceives your learning organization?
In our 2008 and 2011 High-Impact Learning Organization Research
“HILOs” profits grew 3X faster than the rest of the orgs studied.
How Well is L&D Aligned With Business?
Bersin by Deloitte High-Impact Learning Organization Study, 2014
Training is key to Millennial engagement
Millennials rate development the #1 job benefit
6%
6%
8%
14%
19%
22%
0% 5% 10% 15% 20% 25%
Greater vacation allowance
Retirement funding
Free private healthcare
Cash bonuses
Flexible working hours
Training and development
Millennials in the workforce
For Millennials, “Training and development” is the most coveted job benefit
Source: KPCB
Percent indicating job benefit in first place
L&D’s Biggest Challenge in a Decade
Can we reinvent the corporate learning
infrastructure to deal with “digital business?”
75%
of the workforce will be made up of
Millennials by 2025, and 45% tell us
they get no leadership development
at all.
45%
of North American survey
respondents think their current skills
will be inadequate in three years
SOURCE: A New Model for Corporate Learning, by Karie Willyerd, Alwin Grünwald, Kerry Brown, Bernd Welz, and Polly Traylor
of global survey respondents think
their companies are not giving them
opportunities to develop
59%
The Net-Promoter
Score of L&D
rated by non HR
professionals is
-8!
- Bersin HILO 2017
L&D Is Demand Increasing
8%
Only 8% of L&D Organizations are
excellent at video and advanced
media, 50% drop from 2016
24%
Only 24% are excellent at
apprenticeship and on-job-training,
no change from 2016
Deloitte Human Capital Trends 2017
Only 17% of companies understand
the skills and readiness of their
employees well
59%
Careers and Learning is now
the #2 rated Human Capital
Trend around the world,
with 45% of companies
rating the problem “urgent.”
Capability to deliver needed
learning solutions dropped
by 11% in 2017 from 2016.
L&D’s Capabilities Are Flat to Declining
We are here
E-Learning
& Blended
Evolution of L&D Has Been Blindingly Fast
From E-Learning to Digital Learning In One Generation
1998-2002 2005 20172010
Self-Study
Online Learning
Course Catalog
Online University
2020
Intelligent
Learning
Intelligent,Personalized,
MachineDriven
Instructional Design
Kirkpatrick
LMS as
E-Learning Platform
Talent
Management
Career Focused
Lots of Topics
Learning Path
Career Track
Blended Learning
Social Learning
LMS as Talent
Platform
Digital
Learning
Everyone, All the Time,
Everywhere
Micro-Learning
Real-time Video
Courses Everywhere
Design Thinking
Learning Experience
LMS invisible
Data Driven, Mobile
Continuous
Learning
Learning On Demand
Embedded Learning
Video, Self-Authored
Mobile, YouTube
70-20-10
Taxonomies
LMS as Experience
Platform
Formats
Philosophy
Users
Systems
© Bersin by Deloitte
Why?
The Way We Work Has Changed
Learning today is very different from only a
few years ago
Sources: Deloitte Human Capital Trends 2014 and 2015
Employees are Overwhelmed
The “average” US worker now
spends 25% of their day reading or
answering emails
Fewer than 16% of companies have
a program to “simplify work” or help
employees deal with stress.
More than 80% of all companies
rate their business “highly complex”
or “complex” for employees.
The average mobile phone user
checks their device 150 times a
day.
The “average” US worker works
47 hours and 49% work 50 hours
or more per week, with 20% at
60+ hours per week
40% of the US population believes
it is impossible to succeed at work
and have a balanced family life.
• Since 2000, American workers have lost an
entire week of vacation, dropping average
vacation days from 20.3 to 16.2
• Americans left 658 million unused
vacation days and lost 220 million of them
in 2015
• 39% of Americans “want to be seen as a
work martyr” yet 86% say it’s bad for their
family life.
We Are Working More Hours: The Vacation Crisis
48% of
Millennials
want to be
seen as a
“work martyr”
Millennials
50% more
likely to
forfeit
vacation
days
McKinsey Global Institute / International Data Corporation, The Social Economy, 7/2012
Knowledge workers spend less than 40% of the
average workweek on tasks specific to their jobs
Reading and
answering e-
mail
Searching and
gathering
information
Communicating and
collaborating
internally
28% 19% 14% 39%
And We Spend Too Much Time Searching
Source: Meet the Modern Learner: Engaging the Overwhelmed, Distracted, and Impatient Employee, Bersin by Deloitte, Deloitte Consulting LLP
So the Reality of Learning Today:
24 Minutes A Week
24 minutes a
week
New Work Environments Arriving Now
Opening The Door to Explosive Growth In MicroLearning
Micro-Learning Macro-Learning
I need help now. I want to learn something new.
• 2 minutes or less
• Topic or problem based
• Search by asking a question
• Video or text
• Indexed and searchable
• Content rated for quality and utility
• Several hours or days
• Definitions, concepts, principles, and practice
• Exercises graded by others
• People to talk with, learn from
• Coaching and support needed
Is the content useful and accurate? Is the author authoritative and educational?
Videos, articles, code samples, tools Courses, classes, MOOCs, programs
Lifecycle of Learning for Work
New on the Job Seasoned Expert
PaceofLearning
Normal
Great
Bad
How Do We Keep Learning Alive, Relevant, and Vital?
Where Does Macro and Micro Learning Apply?
New on the Job Seasoned Expert
PaceofLearning
Normal
Great
Bad
Macro
Macro
Micro
Micro
Micro
Micro
Micro
Credential
Teach
© Bersin by Deloitte
MOOCs: The Novelty Has Worn Off
Shift from Learning to
“Nanodegrees,” “Micro-Masters,” and “Program Certificates”
Focus now is on credential.
Does Micro Work? The Ebbinghaus Forgetting Curve
Solution is 3 Simple Things: Repetition, Spacing, Questioning
Adaptive
Learning
Platforms
Bersin by Deloitte
But Wait. There’s more.
Changed Nature of Jobs and Careers
How We Used To Create Jobs
People Work
Job
Design
Organization
Design
Job
Description
Job Requisition
Education,
Credentials,
Experience,Skills
How We Will Create Jobs
People Work
Teams,
Squads,
Tribes
Tasks,
Projects,
Activities
Role, Skills,
Capabilities,
Experiences
Job Requisition
Experiences,
Knowledge, Culture,
Connections
Machines & Tools
New, Hybrid Jobs: Growth In The “Creative Class”
http://martinprosperity.org/media/Global-Creativity-Index-2015.pdf
Technology, Talent, Tolerance
Career Models Are In Disruption
58% of companies are
redesigning or planning to
redesign their career model
83% of companies expect to
have an “open” or “highly
flexible” career model within
the next 3-5 years
While 33% of companies
promote vertical career
moves, 67% now promote
horizontal or project based
career progression
31% of companies expect
careers to be 3-5 years long
60% expect them to be 10
years or less
Learning and career
management software is the
#1 fastest growing segment in
HR technology
(CedarCrestone 2017)
Employees Know They Must Continuously Develop
But Are Not Sure How
Employees Demand Development
• 71% of employees say their job demands that
they “continuously learn new skills.”
• Only 48% believe their current skills will let
them grow in their career
• Of all skills in demand, project management
(86%) is the most cited skill needed for success
Employees Expect to Change Careers
• 37% of employees believe they will change
careers in the next five years.
• Among those who want to change careers, the #1
challenge is financial implications (55%) and #2
is that they don’t know what next career to take
(34%)
2,057 adults October of 2016, 40% managers
The 100 Year Life (And 70 Year Career)
“Since 1840 there has
been an increase in life
expectancy of three
months for every year.”
Gratton, Lynda; Scott, Andrew.
The 100-Year Life
Today’s
Millennials have a
50% chance of
living to 100+
Increase in Life Expectancy Over Time
http://www.mortality.org/
How Life Has Changed
The Three Boxes of Life,” By Dick Bowles
Education
Work
Retirement
Education
Work
Leisure
From To
Career development means
upward progression
Career development means
new experiences
New positions
are offered to me
I seek out and find
new opportunities
My manager decides
when I am ready for a new position
I decide
when I’m ready to change roles
My manager helps me
plan my career
My mentors and others
help me find job opportunities
Taking a new assignment
can be risky
Moving to a new position is
and key to growth
How Career Rules Have Changed
The Old Rules The New Rules
It takes decades to
become a senior leader
Leadership is offered
all the time
Four Primary Approaches To Career Management
Structured Flexible Open Transitory
Focused on preparing &
moving workers through
well-defined career paths
designed to follow the
organizational structure.
Focused on moving
workers through well-
defined levels of an
organization, with flexibility
in career paths and jobs to
accommodate development
& organizational needs
Focused on facilitating the
work by assembling the
most appropriate talent.
Movement based on worker
interest and organization
need. Often used in team
environments.
Focused on facilitating the
work by finding and utilizing
the best talent sources –
either external or internal
19% 32% 33% 16%
Are We Ready For The “Open Career?” It’s here.
43% of companies tell us that
careers in their companies are
now 5 years or less
69% of companies are actively
restructuring or recently
changed their career models
Open job descriptions,
levels, and job demands
Job assessments online
for self-assessment and
development
Career explorer tools
available for all
employees
All external positions
are posted internally
Internal candidates
given fair or preference
to external
All jobs defined
around similar
competency model
Enable Job Seeking
Professional career
counselors in HR
Career Resource
Center available
“Career Advisor” or
“sponsor” separate
from manager
Active mentoring
program with internal
and external mentors
Provide Career Advice
Clear and agile goal
setting
Managers rewarded for
“talent production” not only
“talent consumption”
Managers measured by
engagement and
progression of team
Managers rewarded for
coaching and
development
Change Management Culture
Wide variety of online
learning for technical,
professional, and
managerial growth
Apprenticeship model
adopted internally
Development includes
industry, company, and
functional training
“HIPO” programs are
not sacrosanct as the
only way to get ahead
Learning funded and
valued by top
management
Professional Ladder
separate from
Management Ladder
Mentoring is valued,
institutionalized, rewarded,
and mentor development
programs exist
Social and video
sharing tools are used
for learning
Deliver L&D Support
Design thinking about
lifecycle of employee in a
role for first 2 years
Onboarding and
performance support
valued part of manager and
L&D role
PM process focuses on
development and coaching
Multi-year management or
career development
programs exist and are
honored
Support Job Transition
Cross functional
projects are valued as
development
Line / Staff / Line / Staff
transitions are valued
and managed carefully
“Job rotation”
programs into and out
of functions are valued
Specialist roles are
valued, rewarded,
celebrated
Storytelling celebrating
career paths of varied
types
Tolerance of failure
without blaming the
people
Return guaranteed
for risky
assignments
Network building
rewarded for
progression and
leadership
Rewards for New
Assignments and
stretch assignments
Inclusive culture
enables anyone to take
any job
Making mistakes is
valued as learning and
discussed openly
Tolerance of staff who
are “incompetent” and
new at job
Promotions and Salary
Increases for Non-
Management Jobs
Meritocracy as culture
of reward and growth
Re-engineer Culture and Rewards
Open Career Management Demands An Enterprise Wide Focus
Six Keys to Open Career Success Today
Innovative approach to development
New expectations for employees
11 The New York Times, Feb. 13, 2016
So…
What Exactly Is Digital Learning?
“Learning that meets you where you are…”
The Digital World of Learning
Was Is
Formal Informal
Highly Curated Machine Personalized
Individual Team Based
Taught Coached
Produced Co-Created
Proctored Peer Reviewed
Moment in Time Continuous
Centralized Distributed
Pushed Pulled
Away from Work In the Flow of Work
Globally Consistent Locally Relevant
The list goes on and on…..
The dynamics of learning “the old way”
LEARNING
ORGANIZATION-LED
EMPLOYEE-
LED
You “Go Someplace” to learn
Organization focuses on teaching or education
Courses are delivered as discrete, formal learning events
Trainers have access to the most information
Technology used for content creation and distribution
The traditional learning organization holds a monopoly on professional learning
and leverages technology for the purpose of delivery.
The dynamics of Digital Learning
When the learning organization adopts digital learning, L&D professionals
focus on tools and structures to create a “learning experience”
You Learn when and where you want
Organization focuses on experiences and design
Courses are “micro” and “macro”
Everyone is incented to teach, coach, and share
Technology creates a personalized, customized experience
LEARNING
ORGANIZATION-LED
EMPLOYEE-
LED
Learning Technology Now Enables Digital Learning
CBT E-Learning Video Everything
© Bersin by Deloitte
77%
53%
32%
4%
6%
13%
10%
15%
26%
4%
14%
15%
5%
10%
13%
2009
2012
2015
ILT
Virtual ILT
Online self-study
On the Job
Collaboration
ILT shrinking in volume,
growing in importance
Online and collaborative
learning Is finally working
OTJ and apprenticeship
is growing rapidly
Today only 16% of L&D spending is allocated to instructor
delivery, vs. 21% in 2011 and 33% in 2006
Source: Bersin Corporate Learning Factbook® 2015
Content Shift Has Already Happened
And Learning Preferences Have Changed
Top Priorities in 2017
Personalization/
Adaptive Delivery
Collaborative/
Social Learning
Micro-learning
Virtual, augmented reality
Mobile delivery
Jumped up
From #2 last year
Jumped up
From #5 last year
What did NOT make
the top five areas of
focus this year?
• Curation
• Gamification
• Video
• MOOCs
• Developing L&D function
These areas are becoming
“mainstream” or commodity-like
features of learning.
Donald H. Taylor, Learning Sentiment Study 2017,
885 L&D respondents, 60 countries
Artificial Intelligence
All new “digital”
technologies
How Do We Get There From Here?
L&D starts to build digital
capabilities to support agile
development and
implements a digital learning
experience platform
L&D expands beyond digital
content to the entire digital
experience, including
coaching, practice, spaced
learning, curation, and
personalization
L&D embraces digital
thinking and includes
business leaders as digital
contributors in an enterprise-
wide digital learning
experience
(Very few companies)
L&D explores video, apps,
and tools to enable digital
learning experiences,
often outsourcing content
development
Becoming Digital
Exploring Digital
Being Digital
Doing Digital
Four Principal Changes to The Organization
Digital Learning is not technology or “digital content”
It is L&D learning to “Be Digital” Not just “Act Digital”
Design Thinking Agile Management
New TechnologyCulture
Bringing the learner experience
front and center, focusing on
Experience, not program
Creating an environment
conducive to continuous
learning
Facilitating teams, coaching,
management support,
learning valued
Implementing social,
mobile, analytics, and
cloud solutions
Traditional Learning Organization
Capabilities
Content
Development
Learning
Evaluation
Instructional
Design
L&D
Performance
Consulting
Learning
Delivery
Division /
Country
Leadership
LMS
Administration
New / Enhanced Learning
Organization Capabilities
Strategic Enablers
Content
Curation
Experience
Design
Data
Analysis
Branding &
Communication
Experience
Management/
Architecture
Tech Tools
& Leadership
Experience
Leadership
Multimedia
Development
App
Development
User
Experience
/ Interface
Design
Core
Some New Technical Capabilities Needed
Critical Role of Culture
Great Corporate
University
Strong CLO
Excellent
L&D Skills
Strong Talent
Process
Excellent Training
Technology
Great L&D
Measures &
Effectiveness
Have we created an organization
which truly has a culture to learn?
Does Leadership
reinforce the need to
Learn?
Can we get time
from experts and
leaders?
Do people share
information
openly?
Do people feel
empowered to
point out errors?
Do we listen
to customers
openly?
Do we take
the time to
reflect?
Do people
move around
and take risks?
Are experts
rewarded and
valued?
Business
Outcomes
Learning Agility
Innovation
Employee
Productivity
Customer
Satisfaction
Customer
Responsiveness
Customer Input
Cost Structure
Time to Market
Market Share
Workforce Expertise
High-Impact Learning Culture® Model
6 Keys to an Enduring Learning Culture
40 Practices of a High-Impact Learning Culture®
Enabling
Knowledge
Sharing
Empowering
Employees
Building
Trust
Encouraging
Reflection
Demonstrate
Learning’s
Value
Formalizing
Learning As
Process
Leadership
Management
Ability
to Learn
Motivation
to Learn
Acquisition + Application
of Knowledge and Skills
HILO 2017: What Really Matters: Culture, Career, Coaching
Bersin 2017 High-Impact Learning Organization
1. Organization focuses on long term career success of its workers
2. Organization focuses on enabling workers to perform well in current role
3. Organization employs design thinking in development opportunities
4. Organization offers high-value learning and development experiences
5. Organization rewards employees for development
6. Organization gives stretch assignments as a part of worker development
7. Employees are able to influence which tasks are assigned to them
8. Organization is clear on decision-making processes / ability
9. Risk-taking is rewarded in the organization
10. Mistakes are valued as learning opportunities
11. Organization utilizes experiences for development
12. Organization gathers data on worker performance in several ways
• Careers
• On the job
• Experiential
• Reward systems
• Empowerment
• Learn from mistakes
• Performance data
• Culture of learning
What Really Matters
Analysis of more than 100 different learning strategies, technologies, and investments, correlated against business, innovation, and efficiency
outcomes, Bersin by Deloitte High-Impact Learning Organization 2017
Digital Learning Architecture
What happens to the LMS?
What The Technology Architecture Looks Like
Learning
Aggregation
Platforms
Prescriptive
Learning
Platforms
Spaced and
Micro
Learning
Platforms
AI based
analysis and
learning tools
Gamification
environments
Virtual reality
systems and
products
The Learning Tech Market Is Starting to Shake Out
Learning Experience
Platforms
Degreed, EdCast, PathGather
SAP Jam, Fuse, …
Program Experience
(Delivery) Platforms
Intrepid, NovoEd
EdX, Everwise, OpenEdX…
Micro Learning
Platforms
Axonify, Grovo, Qstream, Practice,
Rehearsal, Others…
LMS Platforms
Traditional: Cornerstone, Saba, SuccessFactors, SumTotal
Modernized: Workday, Oracle Cloud Learning, Litmos, Docebo, others
Assessment, Development, Delivery Tools
Video Authoring, Intelligent assessment, spaced learning,
gaming, virtual reality, collaboration, simulations, …
Content Libraries
Lynda, Udacity, Coursera, EdX, Udemy, Pluralsight,
SkillSoft, CrossKnowledge, hundreds of others
Learning Record
Store
GrassBlade, Learning Locker,
Saltbox, Watershed
© Bersin by Deloitte
LEARNER
or
TEAM
• Employee Generated
• Validated
• Experiences
Bits
• Books
• Videos
• Podcasts
• Articles
Credentials
• Partner MOOCs
• MOOCs
• Classrooms
Moments
• Collections with
exercises, activities,
points for reflection
• Simulations
Collections
Integration &
Practices
• Mentors
• Reverse-Mentors
• Coaches
• Faculty
• Experts
• Critical Topics
• Critical Paths
• Academies and
Colleges
• Campus
Experiences
User
Generated
Places
People
• Roles
• Competencies
• Evolving skills
One Company’s Distributed Learning Platform
What Digital Learning May Look Like
AI image recognition and
virtual reality utilized to create
classroom “environments”
Learner experience
personalized via
crowdsourcing, emotional
sensing, and peer-to-peer
technology
Gamified learning
development experiences and
file sharing tools available on
demand to support work
Activity streams, wikis, and
telepresence enable real-time,
zero-latency conversations
between learners and experts
Who is using Digital to impact the learning experience?
BrilliantYOU
Engaging, personal,
socially connected
learning ecosystem
 Building a learning platform, powered
by EdCast, focused on building a
customer-centric community
anchored in learner interests and
needs
 Developing a vision for a subscription
marketplace anchored in an evolving
revenue sharing model with partners
and vendors
 Using data and machine learning to
derive insights for continual evolution
Workforce 2020
A culture of continual
reinvention where employees
can thrive
 Identifying skills needed to meet new
technical demands of the business and
documenting existing gaps
 Launching a self-service platform to
provide tools and processes for
performance management, career
development, and talent planning
 Offering individualized courses and
curated “nanodegrees” to deliver
training and certification in high-
demand technical specialties
Visa University
Digital university enabling
employee-driven career
growth
 Digital campus designed to bring all
learning resources from inside and
outside of Visa together in one place
 Function-specific colleges, expert-
designed paths, and personalized
recommendations to point learners in
the right direction
 Data-driven dashboard showing
what, how much, and how often
employees access learning
Who is on the journey to Digital?
User Generated Content
Putting the learner first, Qualcomm uses Pathgather to
encourage the sharing of knowledge and materials among
employees
Nano Learning
BP revamped its onboarding program, shifting from traditional
eLearning to short, engaging, mobile-based training “bites” –
an approach that proved so popular that the entire company
adopted this strategy
Self-Directed
Focusing on enabling the learner, MasterCard uses Degreed
and Fuel 50 to connect learning with career opportunities and
provide a platform for employees to drive their own learning
Digital Integration
Integrating the Learning Management System, Social
Learning platforms, LCMS, and classroom has led to a best-
in-class learning strategy, incorporating digital and traditional
methods
What Should You Do?
Rethink your strategy, process, skills, and
technologies.
This is your opportunity.
We Are All Still Learning: Let’s Learn Together
2017 Bersin by Deloitte High-Impact Learning Organization, n=1,200, >1,000 employees
Only 12% of companies
rate themselves strong at
Digital Learning today,
and only 7% have a
Digital Learning Strategy.

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Digital Learning: Has It Arrived for Corporate Learning

  • 1. Digital Learning Where Are We? Josh Bersin Founder, Bersin by Deloitte Principal, Deloitte Consulting LLP March, 2017
  • 2. Corporate Learning in 2017 Has Digital Learning Arrived? 1. Exponential importance of learning 2. How organizations have changed 3. L&D’s biggest challenge in a decade 4. The changed world of work
  • 3. Exponential Importance of Learning The business, economic, and competitive imperative
  • 4. 90% of organizations surveyed by MIT and Deloitte anticipate their industries will be totally disrupted by digital trends. Digital Disruption
  • 5. Why skills matter so much Shift to a service and IP-based economy Source: U.S. Bureau of Labor Statistics
  • 6. The Future of Work is The Augmented Worker
  • 7. Continuous Reskilling Defines Our Economy 70% of the technical skills jobs require today become obsolete with 5 years. - LinkedIn Lynda.com Research
  • 8. Productivity is suffering—is technology helping? US productivity last ten years 1 billion smartphones i-Phone launched 100 million Twitter users
  • 9. Shared values and culture Transparent goals and projects Free flow of information and feedback People rewarded for their skills and abilities, not position Organizations Have Changed B A DCF A C D E B G How things were How things “are” How things work E
  • 10. Teams Have Changed 80-90% Full Time Employees 1960s-1980s Job training Traditional careers Professional development 50-70% Full Time Contingent 1990s-2000s Onboarding Employee-driven learning New career models <50% Full Time Contingent Machines Future Continuous training Micro and Macro learning Open career management 38% of companies expect to be “fully automated” with robotics and AI within 3-5 years
  • 11. Companies That Learn Outperform Those That Don’t 11
  • 12. 2% 17% 33% 34% 14% 2% 0% 3% 56% 39% We are reactive / tactical / Our purpose is to simply fulfill. 2 3 4 We are proactive / strategic / Our purpose is to act as business partner. Overall % HILO % Proof: Bersin High-Impact Learning Organization Research How do you think your leadership perceives your learning organization? In our 2008 and 2011 High-Impact Learning Organization Research “HILOs” profits grew 3X faster than the rest of the orgs studied. How Well is L&D Aligned With Business? Bersin by Deloitte High-Impact Learning Organization Study, 2014
  • 13. Training is key to Millennial engagement Millennials rate development the #1 job benefit 6% 6% 8% 14% 19% 22% 0% 5% 10% 15% 20% 25% Greater vacation allowance Retirement funding Free private healthcare Cash bonuses Flexible working hours Training and development Millennials in the workforce For Millennials, “Training and development” is the most coveted job benefit Source: KPCB Percent indicating job benefit in first place
  • 14. L&D’s Biggest Challenge in a Decade Can we reinvent the corporate learning infrastructure to deal with “digital business?”
  • 15. 75% of the workforce will be made up of Millennials by 2025, and 45% tell us they get no leadership development at all. 45% of North American survey respondents think their current skills will be inadequate in three years SOURCE: A New Model for Corporate Learning, by Karie Willyerd, Alwin Grünwald, Kerry Brown, Bernd Welz, and Polly Traylor of global survey respondents think their companies are not giving them opportunities to develop 59% The Net-Promoter Score of L&D rated by non HR professionals is -8! - Bersin HILO 2017 L&D Is Demand Increasing
  • 16. 8% Only 8% of L&D Organizations are excellent at video and advanced media, 50% drop from 2016 24% Only 24% are excellent at apprenticeship and on-job-training, no change from 2016 Deloitte Human Capital Trends 2017 Only 17% of companies understand the skills and readiness of their employees well 59% Careers and Learning is now the #2 rated Human Capital Trend around the world, with 45% of companies rating the problem “urgent.” Capability to deliver needed learning solutions dropped by 11% in 2017 from 2016. L&D’s Capabilities Are Flat to Declining
  • 17. We are here E-Learning & Blended Evolution of L&D Has Been Blindingly Fast From E-Learning to Digital Learning In One Generation 1998-2002 2005 20172010 Self-Study Online Learning Course Catalog Online University 2020 Intelligent Learning Intelligent,Personalized, MachineDriven Instructional Design Kirkpatrick LMS as E-Learning Platform Talent Management Career Focused Lots of Topics Learning Path Career Track Blended Learning Social Learning LMS as Talent Platform Digital Learning Everyone, All the Time, Everywhere Micro-Learning Real-time Video Courses Everywhere Design Thinking Learning Experience LMS invisible Data Driven, Mobile Continuous Learning Learning On Demand Embedded Learning Video, Self-Authored Mobile, YouTube 70-20-10 Taxonomies LMS as Experience Platform Formats Philosophy Users Systems © Bersin by Deloitte
  • 18. Why? The Way We Work Has Changed Learning today is very different from only a few years ago
  • 19. Sources: Deloitte Human Capital Trends 2014 and 2015 Employees are Overwhelmed The “average” US worker now spends 25% of their day reading or answering emails Fewer than 16% of companies have a program to “simplify work” or help employees deal with stress. More than 80% of all companies rate their business “highly complex” or “complex” for employees. The average mobile phone user checks their device 150 times a day. The “average” US worker works 47 hours and 49% work 50 hours or more per week, with 20% at 60+ hours per week 40% of the US population believes it is impossible to succeed at work and have a balanced family life.
  • 20. • Since 2000, American workers have lost an entire week of vacation, dropping average vacation days from 20.3 to 16.2 • Americans left 658 million unused vacation days and lost 220 million of them in 2015 • 39% of Americans “want to be seen as a work martyr” yet 86% say it’s bad for their family life. We Are Working More Hours: The Vacation Crisis 48% of Millennials want to be seen as a “work martyr” Millennials 50% more likely to forfeit vacation days
  • 21. McKinsey Global Institute / International Data Corporation, The Social Economy, 7/2012 Knowledge workers spend less than 40% of the average workweek on tasks specific to their jobs Reading and answering e- mail Searching and gathering information Communicating and collaborating internally 28% 19% 14% 39% And We Spend Too Much Time Searching
  • 22. Source: Meet the Modern Learner: Engaging the Overwhelmed, Distracted, and Impatient Employee, Bersin by Deloitte, Deloitte Consulting LLP So the Reality of Learning Today: 24 Minutes A Week 24 minutes a week
  • 23. New Work Environments Arriving Now
  • 24. Opening The Door to Explosive Growth In MicroLearning Micro-Learning Macro-Learning I need help now. I want to learn something new. • 2 minutes or less • Topic or problem based • Search by asking a question • Video or text • Indexed and searchable • Content rated for quality and utility • Several hours or days • Definitions, concepts, principles, and practice • Exercises graded by others • People to talk with, learn from • Coaching and support needed Is the content useful and accurate? Is the author authoritative and educational? Videos, articles, code samples, tools Courses, classes, MOOCs, programs
  • 25. Lifecycle of Learning for Work New on the Job Seasoned Expert PaceofLearning Normal Great Bad How Do We Keep Learning Alive, Relevant, and Vital?
  • 26. Where Does Macro and Micro Learning Apply? New on the Job Seasoned Expert PaceofLearning Normal Great Bad Macro Macro Micro Micro Micro Micro Micro Credential Teach © Bersin by Deloitte
  • 27. MOOCs: The Novelty Has Worn Off Shift from Learning to “Nanodegrees,” “Micro-Masters,” and “Program Certificates” Focus now is on credential.
  • 28. Does Micro Work? The Ebbinghaus Forgetting Curve
  • 29. Solution is 3 Simple Things: Repetition, Spacing, Questioning Adaptive Learning Platforms Bersin by Deloitte
  • 30. But Wait. There’s more. Changed Nature of Jobs and Careers
  • 31. How We Used To Create Jobs People Work Job Design Organization Design Job Description Job Requisition Education, Credentials, Experience,Skills
  • 32. How We Will Create Jobs People Work Teams, Squads, Tribes Tasks, Projects, Activities Role, Skills, Capabilities, Experiences Job Requisition Experiences, Knowledge, Culture, Connections Machines & Tools
  • 33. New, Hybrid Jobs: Growth In The “Creative Class” http://martinprosperity.org/media/Global-Creativity-Index-2015.pdf Technology, Talent, Tolerance
  • 34. Career Models Are In Disruption 58% of companies are redesigning or planning to redesign their career model 83% of companies expect to have an “open” or “highly flexible” career model within the next 3-5 years While 33% of companies promote vertical career moves, 67% now promote horizontal or project based career progression 31% of companies expect careers to be 3-5 years long 60% expect them to be 10 years or less Learning and career management software is the #1 fastest growing segment in HR technology (CedarCrestone 2017)
  • 35. Employees Know They Must Continuously Develop But Are Not Sure How Employees Demand Development • 71% of employees say their job demands that they “continuously learn new skills.” • Only 48% believe their current skills will let them grow in their career • Of all skills in demand, project management (86%) is the most cited skill needed for success Employees Expect to Change Careers • 37% of employees believe they will change careers in the next five years. • Among those who want to change careers, the #1 challenge is financial implications (55%) and #2 is that they don’t know what next career to take (34%) 2,057 adults October of 2016, 40% managers
  • 36. The 100 Year Life (And 70 Year Career) “Since 1840 there has been an increase in life expectancy of three months for every year.” Gratton, Lynda; Scott, Andrew. The 100-Year Life Today’s Millennials have a 50% chance of living to 100+ Increase in Life Expectancy Over Time http://www.mortality.org/
  • 37. How Life Has Changed The Three Boxes of Life,” By Dick Bowles Education Work Retirement Education Work Leisure From To
  • 38. Career development means upward progression Career development means new experiences New positions are offered to me I seek out and find new opportunities My manager decides when I am ready for a new position I decide when I’m ready to change roles My manager helps me plan my career My mentors and others help me find job opportunities Taking a new assignment can be risky Moving to a new position is and key to growth How Career Rules Have Changed The Old Rules The New Rules It takes decades to become a senior leader Leadership is offered all the time
  • 39. Four Primary Approaches To Career Management Structured Flexible Open Transitory Focused on preparing & moving workers through well-defined career paths designed to follow the organizational structure. Focused on moving workers through well- defined levels of an organization, with flexibility in career paths and jobs to accommodate development & organizational needs Focused on facilitating the work by assembling the most appropriate talent. Movement based on worker interest and organization need. Often used in team environments. Focused on facilitating the work by finding and utilizing the best talent sources – either external or internal 19% 32% 33% 16%
  • 40. Are We Ready For The “Open Career?” It’s here. 43% of companies tell us that careers in their companies are now 5 years or less 69% of companies are actively restructuring or recently changed their career models
  • 41. Open job descriptions, levels, and job demands Job assessments online for self-assessment and development Career explorer tools available for all employees All external positions are posted internally Internal candidates given fair or preference to external All jobs defined around similar competency model Enable Job Seeking Professional career counselors in HR Career Resource Center available “Career Advisor” or “sponsor” separate from manager Active mentoring program with internal and external mentors Provide Career Advice Clear and agile goal setting Managers rewarded for “talent production” not only “talent consumption” Managers measured by engagement and progression of team Managers rewarded for coaching and development Change Management Culture Wide variety of online learning for technical, professional, and managerial growth Apprenticeship model adopted internally Development includes industry, company, and functional training “HIPO” programs are not sacrosanct as the only way to get ahead Learning funded and valued by top management Professional Ladder separate from Management Ladder Mentoring is valued, institutionalized, rewarded, and mentor development programs exist Social and video sharing tools are used for learning Deliver L&D Support Design thinking about lifecycle of employee in a role for first 2 years Onboarding and performance support valued part of manager and L&D role PM process focuses on development and coaching Multi-year management or career development programs exist and are honored Support Job Transition Cross functional projects are valued as development Line / Staff / Line / Staff transitions are valued and managed carefully “Job rotation” programs into and out of functions are valued Specialist roles are valued, rewarded, celebrated Storytelling celebrating career paths of varied types Tolerance of failure without blaming the people Return guaranteed for risky assignments Network building rewarded for progression and leadership Rewards for New Assignments and stretch assignments Inclusive culture enables anyone to take any job Making mistakes is valued as learning and discussed openly Tolerance of staff who are “incompetent” and new at job Promotions and Salary Increases for Non- Management Jobs Meritocracy as culture of reward and growth Re-engineer Culture and Rewards Open Career Management Demands An Enterprise Wide Focus Six Keys to Open Career Success Today
  • 42. Innovative approach to development New expectations for employees 11 The New York Times, Feb. 13, 2016
  • 43. So… What Exactly Is Digital Learning? “Learning that meets you where you are…”
  • 44. The Digital World of Learning Was Is Formal Informal Highly Curated Machine Personalized Individual Team Based Taught Coached Produced Co-Created Proctored Peer Reviewed Moment in Time Continuous Centralized Distributed Pushed Pulled Away from Work In the Flow of Work Globally Consistent Locally Relevant The list goes on and on…..
  • 45. The dynamics of learning “the old way” LEARNING ORGANIZATION-LED EMPLOYEE- LED You “Go Someplace” to learn Organization focuses on teaching or education Courses are delivered as discrete, formal learning events Trainers have access to the most information Technology used for content creation and distribution The traditional learning organization holds a monopoly on professional learning and leverages technology for the purpose of delivery.
  • 46. The dynamics of Digital Learning When the learning organization adopts digital learning, L&D professionals focus on tools and structures to create a “learning experience” You Learn when and where you want Organization focuses on experiences and design Courses are “micro” and “macro” Everyone is incented to teach, coach, and share Technology creates a personalized, customized experience LEARNING ORGANIZATION-LED EMPLOYEE- LED
  • 47. Learning Technology Now Enables Digital Learning CBT E-Learning Video Everything © Bersin by Deloitte
  • 48. 77% 53% 32% 4% 6% 13% 10% 15% 26% 4% 14% 15% 5% 10% 13% 2009 2012 2015 ILT Virtual ILT Online self-study On the Job Collaboration ILT shrinking in volume, growing in importance Online and collaborative learning Is finally working OTJ and apprenticeship is growing rapidly Today only 16% of L&D spending is allocated to instructor delivery, vs. 21% in 2011 and 33% in 2006 Source: Bersin Corporate Learning Factbook® 2015 Content Shift Has Already Happened
  • 49. And Learning Preferences Have Changed Top Priorities in 2017 Personalization/ Adaptive Delivery Collaborative/ Social Learning Micro-learning Virtual, augmented reality Mobile delivery Jumped up From #2 last year Jumped up From #5 last year What did NOT make the top five areas of focus this year? • Curation • Gamification • Video • MOOCs • Developing L&D function These areas are becoming “mainstream” or commodity-like features of learning. Donald H. Taylor, Learning Sentiment Study 2017, 885 L&D respondents, 60 countries Artificial Intelligence All new “digital” technologies
  • 50. How Do We Get There From Here? L&D starts to build digital capabilities to support agile development and implements a digital learning experience platform L&D expands beyond digital content to the entire digital experience, including coaching, practice, spaced learning, curation, and personalization L&D embraces digital thinking and includes business leaders as digital contributors in an enterprise- wide digital learning experience (Very few companies) L&D explores video, apps, and tools to enable digital learning experiences, often outsourcing content development Becoming Digital Exploring Digital Being Digital Doing Digital
  • 51. Four Principal Changes to The Organization Digital Learning is not technology or “digital content” It is L&D learning to “Be Digital” Not just “Act Digital” Design Thinking Agile Management New TechnologyCulture Bringing the learner experience front and center, focusing on Experience, not program Creating an environment conducive to continuous learning Facilitating teams, coaching, management support, learning valued Implementing social, mobile, analytics, and cloud solutions
  • 52. Traditional Learning Organization Capabilities Content Development Learning Evaluation Instructional Design L&D Performance Consulting Learning Delivery Division / Country Leadership LMS Administration New / Enhanced Learning Organization Capabilities Strategic Enablers Content Curation Experience Design Data Analysis Branding & Communication Experience Management/ Architecture Tech Tools & Leadership Experience Leadership Multimedia Development App Development User Experience / Interface Design Core Some New Technical Capabilities Needed
  • 53. Critical Role of Culture Great Corporate University Strong CLO Excellent L&D Skills Strong Talent Process Excellent Training Technology Great L&D Measures & Effectiveness Have we created an organization which truly has a culture to learn? Does Leadership reinforce the need to Learn? Can we get time from experts and leaders? Do people share information openly? Do people feel empowered to point out errors? Do we listen to customers openly? Do we take the time to reflect? Do people move around and take risks? Are experts rewarded and valued?
  • 54. Business Outcomes Learning Agility Innovation Employee Productivity Customer Satisfaction Customer Responsiveness Customer Input Cost Structure Time to Market Market Share Workforce Expertise High-Impact Learning Culture® Model 6 Keys to an Enduring Learning Culture 40 Practices of a High-Impact Learning Culture® Enabling Knowledge Sharing Empowering Employees Building Trust Encouraging Reflection Demonstrate Learning’s Value Formalizing Learning As Process Leadership Management Ability to Learn Motivation to Learn Acquisition + Application of Knowledge and Skills
  • 55. HILO 2017: What Really Matters: Culture, Career, Coaching Bersin 2017 High-Impact Learning Organization 1. Organization focuses on long term career success of its workers 2. Organization focuses on enabling workers to perform well in current role 3. Organization employs design thinking in development opportunities 4. Organization offers high-value learning and development experiences 5. Organization rewards employees for development 6. Organization gives stretch assignments as a part of worker development 7. Employees are able to influence which tasks are assigned to them 8. Organization is clear on decision-making processes / ability 9. Risk-taking is rewarded in the organization 10. Mistakes are valued as learning opportunities 11. Organization utilizes experiences for development 12. Organization gathers data on worker performance in several ways • Careers • On the job • Experiential • Reward systems • Empowerment • Learn from mistakes • Performance data • Culture of learning What Really Matters Analysis of more than 100 different learning strategies, technologies, and investments, correlated against business, innovation, and efficiency outcomes, Bersin by Deloitte High-Impact Learning Organization 2017
  • 56. Digital Learning Architecture What happens to the LMS?
  • 57. What The Technology Architecture Looks Like Learning Aggregation Platforms Prescriptive Learning Platforms Spaced and Micro Learning Platforms AI based analysis and learning tools Gamification environments Virtual reality systems and products
  • 58. The Learning Tech Market Is Starting to Shake Out Learning Experience Platforms Degreed, EdCast, PathGather SAP Jam, Fuse, … Program Experience (Delivery) Platforms Intrepid, NovoEd EdX, Everwise, OpenEdX… Micro Learning Platforms Axonify, Grovo, Qstream, Practice, Rehearsal, Others… LMS Platforms Traditional: Cornerstone, Saba, SuccessFactors, SumTotal Modernized: Workday, Oracle Cloud Learning, Litmos, Docebo, others Assessment, Development, Delivery Tools Video Authoring, Intelligent assessment, spaced learning, gaming, virtual reality, collaboration, simulations, … Content Libraries Lynda, Udacity, Coursera, EdX, Udemy, Pluralsight, SkillSoft, CrossKnowledge, hundreds of others Learning Record Store GrassBlade, Learning Locker, Saltbox, Watershed © Bersin by Deloitte
  • 59. LEARNER or TEAM • Employee Generated • Validated • Experiences Bits • Books • Videos • Podcasts • Articles Credentials • Partner MOOCs • MOOCs • Classrooms Moments • Collections with exercises, activities, points for reflection • Simulations Collections Integration & Practices • Mentors • Reverse-Mentors • Coaches • Faculty • Experts • Critical Topics • Critical Paths • Academies and Colleges • Campus Experiences User Generated Places People • Roles • Competencies • Evolving skills One Company’s Distributed Learning Platform
  • 60. What Digital Learning May Look Like AI image recognition and virtual reality utilized to create classroom “environments” Learner experience personalized via crowdsourcing, emotional sensing, and peer-to-peer technology Gamified learning development experiences and file sharing tools available on demand to support work Activity streams, wikis, and telepresence enable real-time, zero-latency conversations between learners and experts
  • 61. Who is using Digital to impact the learning experience? BrilliantYOU Engaging, personal, socially connected learning ecosystem  Building a learning platform, powered by EdCast, focused on building a customer-centric community anchored in learner interests and needs  Developing a vision for a subscription marketplace anchored in an evolving revenue sharing model with partners and vendors  Using data and machine learning to derive insights for continual evolution Workforce 2020 A culture of continual reinvention where employees can thrive  Identifying skills needed to meet new technical demands of the business and documenting existing gaps  Launching a self-service platform to provide tools and processes for performance management, career development, and talent planning  Offering individualized courses and curated “nanodegrees” to deliver training and certification in high- demand technical specialties Visa University Digital university enabling employee-driven career growth  Digital campus designed to bring all learning resources from inside and outside of Visa together in one place  Function-specific colleges, expert- designed paths, and personalized recommendations to point learners in the right direction  Data-driven dashboard showing what, how much, and how often employees access learning
  • 62. Who is on the journey to Digital? User Generated Content Putting the learner first, Qualcomm uses Pathgather to encourage the sharing of knowledge and materials among employees Nano Learning BP revamped its onboarding program, shifting from traditional eLearning to short, engaging, mobile-based training “bites” – an approach that proved so popular that the entire company adopted this strategy Self-Directed Focusing on enabling the learner, MasterCard uses Degreed and Fuel 50 to connect learning with career opportunities and provide a platform for employees to drive their own learning Digital Integration Integrating the Learning Management System, Social Learning platforms, LCMS, and classroom has led to a best- in-class learning strategy, incorporating digital and traditional methods
  • 63. What Should You Do? Rethink your strategy, process, skills, and technologies. This is your opportunity.
  • 64. We Are All Still Learning: Let’s Learn Together 2017 Bersin by Deloitte High-Impact Learning Organization, n=1,200, >1,000 employees Only 12% of companies rate themselves strong at Digital Learning today, and only 7% have a Digital Learning Strategy.

Notas do Editor

  1. The findings 92 percent of companies believe that redesigning the organization is important, making it No. 1 in ranked importance among this year’s respondents. Companies are decentralizing authority, moving toward product- and customer-centric organizations, and forming dynamic networks of highly empowered teams that communicate and coordinate activities in unique and powerful ways. Three in four respondents report that they are either currently restructuring their organization or have recently completed the process.   Why is this? A new mode of organization—a “network of teams” with a high degree of empowerment, strong communication, and rapid information flow—is now sweeping business and governments around the world. The growth of the Millennial demographic, the diversity of global teams, and the need to innovate and work more closely with customers are driving a new organizational flexibility among high-performing companies. They are operating as a network of teams alongside traditional structures, with people moving from team to team rather than remaining in static formal configurations. Two major factors are driving change. Small teams can deliver results faster, engage people better, and stay closer to their mission. Second, the digital revolution helps teams stay aligned. Today, teams use web or mobile apps to share goals, keep up to date on customer interactions, communicate product quality or brand issues, and build a common culture.   What’s needed? The days of the top-down hierarchical organization are slowly coming to an end, but changing the organization chart is only a small part of the transition to the network of teams. Now, more than ever, is the time to challenge traditional organizational structures, empower teams, hold people accountable, and focus on building a culture of shared information, shared vision, and shared direction.
  2. One of the immediate benefits we see is the ability to use data to personalize the learner’s experience – to make it faster and easier for people to find and use the stuff that matters to them. That’s a big deal because most workers already spend way too much time doing things that aren’t actually work. One of the biggest complaints learners have about LMSs, for example, is that they’re too hard to use. Learning paths, which are pretty well established in most LMSs, are one way to make them more targeted. Now, though, we’re seeing more dynamic methods. For example, using self-assessments to identify knowledge, skill and certification gaps and even to customize learning paths on the fly. TOWARD MATURITY LEARNER SPEAKS STUDY: What are the problems with online learning? 33% can’t find what they want; and 32% can’t find anything relevant. 4 options for personalizing learning: Designed by the organization Chosen by my preferences Driven by big and small data Shaped by social collaboration http://www.clomedia.com/articles/5599-make-learning-personal
  3. It’s not just the business goals that need to be taken into account tho. It’s also the learner. Learners develop new skills much differently than they did 20 years ago Three words to describe them: distracted, overwhelmed, and impatient Ya’ll probably know this, but designers now have between 5 and 10 seconds to grab learner’s attention. We learned in a seminar this week that people’s attention span is about 8 seconds. The final stat I want to throw at you is that, in a typical work week, you have about 1% of an employee’s time to focus on training and development (in the traditional sense). Because of this, some definite preferences have emerged for the modern learner. Untethered. Workers work from everywhere – plants, planes, cars, airports. Workers want to be able to learn from these places as well. On-demand. Learners have a preference for learning in-the-moment, when they need the info. Google gets accessed much more than online courses. People are increasingly turning to smartphones to get answers to questions. Collaborative. Developing and accessing networks is becoming more important. Sometimes more important than the knowledge itself when it comes to doing a job. Empowered. The half life of a workplace skill is now between 2.5 to 5 years. Workers often find their own training when they can’t find it within the company. In fact, 62% of IT professionals say that they have spent their own money on outside courses to learn skills for their job. SO businesses are changing and accelerating, and learners have different preferences than they have in the past, and that puts L&D in a weird spot. How are we doing? Empowered (1200+ providers of professional learning / 250,000 learning “items”) 70% turn to Google (towards maturity) 10s of millions in MOOCs Somewhat distainful of formal training
  4. Capabilities required for digital are different from today’s learning org capabilities Core Capabilities Predictive and advanced analytics Data analysis / visualization Information / knowledge management Website management Learning experience mapping Change management Marketing Strategic Capabilities Business alignment / acumen Innovation Design thinking Strategic thinking Performance consulting Project management Storytelling Knowledge of technologies Stakeholder management Product management Agile project management Vendor management Creative / Enablers Capabilities Creative thinking Visual / Process design Multimedia / Graphics design Information design Logical structuring Software programming App design / development Gamification / game-based design Software programming
  5. Sam
  6. http://www.learning2014.com/index.php/item/learning-personalization.html What’s even more interesting is the ability we now have to capture and analyze a much broader range of signals, including behavior and connections. What you know (knowledge) What you can do (skills / certifications) Profile data + Plus… Community/crowd (badges, recommendations) Behavior (activity, ratings, comments, searches) Networks (shared experiences and interactions) What’s powerful about that is that all that data can be used to generate suggestions and recommendations – like Amazon, Netflix, Pandora and LinkedIn do. For courses, documents, books and tools... Plus videos, RSS feeds, blogs, people and groups This stuff has tangible benefits. Social tagging, for example, enables better search results, more granular filtering of search results, better recommendations and personalization. And improving search, recommendations and personalization can help more than just the learners’ experience. One telecom company I heard about recently claims they saved over $1m a year by implementing a new search function to reduce the time required to find and enroll in courses. [Training magazine, Verizon’s #1 Calling, 2/2103] In 2008, IBM was averaging 400,000 to 500,000 searches a month. (http://edlab.tc.columbia.edu/files/Learning%20Personalization%20and%20Discovery_final.pdf) After improving search Safari Flow users stay on site for 1+ minute longer and view 1 more page. http://bit.ly/1p53L2W