Webinar Recap: Studying Leaders Discover How Microlearning Impacts Buyer Expertise

In a current webinar titled “The Learner is All the time Proper: Enhancing the Buyer Expertise with Microlearning,” two studying leaders – Dr. Jill Stefaniak (CLO, Litmos) and John Leh (CEO, Proficient Studying) – mentioned how microlearning is revolutionizing buyer expertise (CX).

This partaking and insightful session explored the benefits of microlearning, frequent buyer issues addressed by microlearning, and finest practices for integrating microlearning right into a CX roadmap.

Occupied with watching the webinar? View the recording right here.

Why Microlearning works

Dr. Stefaniak and Leh opened the webinar with a shocking microlearning statistic:

Learners who’ve obtained tempo reinforcement classes have been reported to recall data 150% higher after six months, in comparison with conventional coaching strategies.

Microlearning breaks a given matter into small, digestible chunks of content material, with every microlearning module typically lasting not than 5 minutes. The accessibility of this format is what could make it so efficient for coaching clients on the most recent product updates and serving to busy buyer help representatives stand up to hurry shortly.

Can microlearning enhance CX?

Illustrating the influence that microlearning can have on buyer expertise, Leh used the instance of software program coaching to check conventional coaching and microlearning . Getting licensed upfront earlier than utilizing the software program, he argued, might not be as efficient if you happen to want focused instruction for brand spanking new product options within the second. Microlearning modules can present clients with just-in-time help – instruction the second it’s wanted.

Microlearning is particularly efficient for reinforcing core ideas or disseminating new items of data. It may be used by itself, or as a complement to different types of instruction. Constructing on Leh’s software program firm instance, Dr. Stefaniak defined how microlearning can be utilized to drive buyer adoption:

“Microlearnings are incredible once we’re making delicate updates to software program or merchandise, [when] we wish to guarantee that our clients are conscious of any modifications or new options that could be accessible to them.”

Leh and Dr. Stefaniak additionally delved into the potential for personalization that microlearning affords. They defined how AI is driving personalised studying, and may very well be essential in addressing distinctive buyer challenges and buyer help coaching wants.

“The know-how is there to make [microlearning] tremendous adaptive,” defined Leh. “So if in case you have 30,000 folks going by the identical course, theoretically you’ll be able to have 30,000 completely different variations of that microlearning program primarily based on these roles over time.”

Microlearning finest practices

Microlearning seems to be completely different, relying on what you’re studying goal is, and who you’re attempting to achieve.

Throughout their dialogue, Dr. Stefaniak and Leh outlined a non-exhaustive record of microlearning codecs: brief video clips, infographics, podcasts, interactive simulations, and eLearning modules.

When discussing finest practices for microlearning, they harassed the significance of specializing in a single studying goal per module. Whereas it could be tempted to pack as a lot as attainable right into a microlearning module, Leh and Dr. Stefaniak advise towards it. Together with an excessive amount of data in a microlearning module could cause cognitive overload, and result in overwhelmed and unengaged learners. To that finish, the presenters agreed that microlearning isn’t all the time the best selection; extra complicated matters might require conventional or long-form educational codecs.

Aligning microlearning with enterprise targets

Fixing enterprise issues and enhancing enterprise influence with microlearning was additionally a serious matter of debate through the webinar, particularly as a method of getting management buy-in for weaving microlearning into CX roadmaps.

Fixing an actual enterprise drawback with microlearning can result in measurable wins that studying professionals can convey to their management to show the ROI of coaching and justify growth. Dr. Stefaniak argued that saving buyer time and enhancing buyer competence are two tangible enterprise advantages of microlearning:

“We will decrease the period of time individuals are combating finishing the duty. And microlearning may help inside a comparatively few brief minutes. That’s the place your administration’s ears ought to perk up and they need to be paying consideration.”

Anybody trying to combine microlearning into their CX roadmap ought to take into account the very best practices above and must also prioritize the accessibility of their microlearning content material. This implies ensuring that microlearning content material is persistently accessible and simply discoverable. Investing in an LMS for buyer coaching can make sure that your group’s customer-focused microlearning is persistently branded, simple to search out, and seamlessly accessed by clients and staff by way of single-sign-on (SSO) and API integrations.

Able to study extra about how microlearning can increase buyer satisfaction? Watch a recording of “The Learner is All the time Proper.”