FEATURE: CUSTOMER EXPERIENCE
Why is social collaboration
becoming increasingly
important? How does the
platform better enable this for
businesses now?
The 70/20/10 model for learning
development highlights the importance of
social collaboration. The model states that
70% of learning comes from experience,
20% through collaboration and 10%
through formal learning. While the exact
percentages are up for differentiation, the
weighting hasn’t changed much over the
years. What has changed is the difference
between collaboration and experience;
they have somewhat blurred into one for
the modern learner. This is because social
collaboration tools dramatically enhance our
learning experiences: they allow us to work
with co-workers in different time zones, get
constructive feedback quicker than before
and use gamification tools that improve
engagement. It’s rare now for any learning
or talent management system not to have
extensive social collaboration features.
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THE NEW SOCIAL PLATFORM
ENABLES MORE COLLABORATION
AND STREAMLINES COMMUNICATION
WHICH INCREASES ENGAGEMENT
PRODUCTIVITY AND INNOVATION.
How important are the mobile
aspects of the solution? Is
mobile now a crucial aspect of
the user experience?
Mobile is underpinning everything we do.
SumTotal designs its software with mobile
in mind from the outset. It’s not just about
creating a responsive user interface for
desktops, but considering how the application
will work, look and feel on mobile. The typical
9–5 desk job is no more. Employees work
IT’S NEW LEARNER
EXPERIENCE
WILL ENABLE
ENHANCED
ENGAGEMENT
THAT SHOULD
DRIVE INCREASED
USAGE.
50
INTELLIGENTCIO
from home, on the move, while travelling.
It is convenient and integral to the user
experience that the SumTotal platform can be
accessed on demand, regardless of location.
Mobile is very important to today’s end-
user. If you look at the world of recruitment
for example, you will find that the vast
majority of people apply for roles via mobile
applications rather than via websites. To
create the best experience for our customers,
having a responsive, easy-to-use mobile
application is a must.
What other features of
the Suite make for a great
customer experience? How will
these increase engagement
with the platform?
At SumTotal, we understand that our
customers expect the same engaging and
personalised experience from our platform
that they experience from commercial
offerings such as Netflix. Many employers
struggle to get their employees engaged
with eLearning programmes, with 60%
of eLearning courses failing historically,
according to a recent Skillsoft and Towards
Maturity report. A successful eLearning
platform will offer the intuitive, personalised
characteristics of Netflix.
Personalisation is critical to the learning
experience. Netflix is no more than a large
catalogue of content but, like SumTotal, its
platform is intelligent: offering relevant and
tailored content to each individual user so
that they have an optimal experience and
use the platform continuously. SumTotal
recognises that employers must treat their
learners as consumers and be a cut above
the bland content databases of the past. n
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