Introduction
The webinar commenced with Shannon Howard, the Director of Customer and Content Marketing at Intellum, introducing the session focused on "Metrics to Meaning: Proving the Value of Your Learning Programs." The goal was to explore how different metrics can be leveraged to validate and improve learning programs' effectiveness. Shannon emphasized the necessity of tailoring measurement strategies according to the unique needs of different business units and audiences.
Panelist Introductions
Three panelists, each bringing a unique perspective from their backgrounds, shared their insights. Kristi Heed of Heap discussed customer education's role in driving live and digital training, while Joe Ryan from Tigo Technologies focused on the importance of customer education throughout the SaaS customer journey. Arthur added depth by reflecting on his extensive experience in software customer education, highlighting the significance of learning management systems (LMSs) in program success.
Challenges in Measuring Success
A recurring theme was the challenge of defining and measuring success metrics. Kristi pointed out, "I work for an analytics company, so I have access to a ton of data," underscoring the varying levels of accessibility to robust analytic tools across different organizations. Joe shared how strategic alignment with leadership was crucial before gathering metrics, illustrating this with a past experience where assumptions about program goals were not initially clear.
The discussion highlighted the evolution of measuring success, moving from engagement metrics to more mature evaluations like business impacts. Joe noted his approach, stating, "we had an average increase of 66% on tool usage," when comparing customer engagement pre and post-training, emphasizing the correlation between training and increased product adoption.
Insights on Qualitative Feedback
Panelists also stressed the importance of qualitative feedback. Arthur shared a practical tactic where testimonials were incorporated into training surveys. Joe recounted an experience where a lack of tangible takeaways from a costly training session led to rapid adjustments, highlighting the real-time application of qualitative insights.
Overcoming Skepticism
In addressing leaders' skepticism about training impact, Jamie Ridenhour, Director of Quality Assurance at DSI Security, remarked positively, stating, "Everything we envisioned in our original proposals, we’ve exceeded expectations." This sentiment resonated with the broader conversation about the importance of continuous measurement and adaptation to improve training programs.
Concluding, Shannon encouraged attendees to reflect on and implement discussed strategies, emphasizing their adaptability across different company contexts. The webinar encapsulated a comprehensive exploration of measuring learning programs, highlighting the symbiotic relationship between various metrics, strategic alignment, and actionable insights. Participants were reminded to fill out a post-webinar survey to further aid in refining future conversations.
