Our last blog discussed the theory and the functionality behind L&D’s newest trend, the LXP. Now we take a look at the LXP in practice and how it’s re-defining organisational learning in a number of different sectors.
LXPs in practice
That’s the theory about LXPs, but what about the practice? Let’s take two areas where LXPs can help L&D deliver a competitive advantage.
A call center is a highly pressurised environment where quick and easy access to product knowledge is critical. Given the pressure of being at the front end facing customer queries, it’s not surprising that the burn out rate is high. But imagine if L&D could mitigate that with effective performance support in the workflow.
With an LXP all the product knowledge and training can be made accessible to Call Centre staff. They can prepare themselves in advance, so they have the base knowledge ready to deal with customers. That information can be easily updated as product information changes.
That core information provides the basic training, but the key challenge for Call Centre employees is when they’re on the job responding to customer inquiries. Here the chatbot feature provides them with quick access to information that they need in real-time. The chatbot becomes their buddy and go-to for specific information needed to complete a task or respond to a query.
All the time the system is recording the queries and requests and storing that information for analysis. L&D can then quickly see what’s working and what’s not, what information is accessed and where the gaps are, so it can respond with new content. A feedback loop is established between employee and L&D enabling the evaluation of learning resources to be based on hard and fast data tested for effectiveness in the actual working environment.
The retail sector
Retail is a classic example, with a workforce that consists of mainly transient, part-time and zero-hours contracts. Designing and running a training program for such a diverse group is a near impossibility. Yet they’ll all need basic training, or they won’t be able to do the job. Rather than send them on a course, with the LXP you can make it available and accessible on their own mobile devices so they can be responsible for their own training before they even set foot on the shop floor.
And the LXP’s social-media, knowledge-sharing features can be used by staff to capture and share their working experiences. For example, responses to a sales drive or reactions to a shop display that might easily have disappeared in casual conversation (the water-cooler moments) can be recorded via comments or likes in the system and used for future reference and training.
This level of knowledge capture again brings L&D into the workflow and provides evidence of what actually works and how training is directly reflected in actual job performance.
Giving L&D a competitive advantage
Those are just two examples that highlight the challenges to L&D posed by the realities of the new economy where churn is high, but where specialist knowledge, the creation of specific talent pools, and quick access to the latest information remain vital to performance. Introducing an LXP allows L&D to swiftly respond to the challenges of the new economy by offering personalised learning, access on mobile devices, support in the workflow, and the ability to quickly update and reconfigure vital information.
If you’re part of the new economy or are responding to the competition it poses, you need to reinvigorate and reinvent L&D. New technology in the shape of an LXP offers the power to regenerate L&D.
So, whether you’re a start-up or an established business, check out how an LXP can give your organisation a competitive advantage.
As Chief Product Officer, his focus is now on developing Learning Pool’s product portfolio and strategy. For the wider industry, he’s also focused on helping companies learn from employees’ collective experiences, on the role of self-directed learning in the workplace and on social learning, gamification, and xAPI.
Latest posts by Ben Betts (see all)
- Gain a competitive advantage in L&D with an LXP – Part 2 - March 3, 2020
- Gain a competitive advantage in L&D with an LXP – Part 1 - February 19, 2020
- L&D needs to stop creating and start curating - September 20, 2017