‘Experience’ the true path to transformation
“If you want to study animals, don’t go to the zoo. Go to the Amazon.”
In Martin Lindstrom’s experience, you need to meet your customers – or learners – directly to fully understand what motivates them. Try to see things from their point of view. If you can create empathy, you’ll find surprising ways to gather the Small Data, which Martin defines as “the seemingly insignificant behavioural observations that take place in people’s homes and lead us towards one or more unmet customer needs.” It’s the Small Data that inspires the breakthrough moments, when ideas or transformative ways of doing things help turn around a brand or improve the learner experience.You need to take good care of top talent if you want to retain them
According to Jeanne Meister, it is much harder these days to attract and retain talent, meaning you need to offer them the best possible experience in the workplace. Artificial Intelligence, ironically, presents HR professionals with amazing opportunities to create more human and personalised employee experiences during key moments of their career. When it comes to Learning and Development, mobile coaching chatbots actually increase user engagement and act as a powerful tool to reinforce learning.Working together brings results
Three key success factors for any kind of experience are purpose, community and empathy.Japan Tabaco International shared their Talent Management manifesto, which states that everyone has a role to play and individuals should understand their importance within the framework of the company:“Together, we treat all employees fairly and respectfully, ensure transparency of rules and standards, and empower growth opportunities.”They see the role of the manager as being as much about helping people develop as managing projects.There is risk and opportunity behind the rapid introduction of technologies in the delivery of experience
- Risk: Technology often ends up as an obstacle to human-to-human interactions, which are key to a successful user experience.
- Opportunity: When combined appropriately, Small and Big Data can drive better experience for users as well as enhanced jobs and savings for providers.