604 Case Study: Starting an Online Community—from Ideation to Launch
3:00 PM - 4:00 PM Thursday, October 25
Management and Strategy
Morningstar is built around serving individuals—both by helping them reach great financial outcomes and by providing outstanding customer service. Morningstar partnered with an online community platform to modernize the support experience, provide greater transparency around product development, and enable its customers to connect with each other. This session shares that journey with you, so you can know what’s ahead if you choose this option for surfacing and supplementing more traditional eLearning.
In this case study session, learn how Morningstar revolutionized their customer experience by building a brand-new community where their users can interact and receive the help they need. You’ll hear how a cross-functional team at Morningstar collaborated to define the problems they wanted to solve and the types of user experiences they wanted to foster. You’ll learn how customer communities are much more than just chatrooms, allowing companies to serve up help content, walk users through guided learning experiences, and even gather feedback and product ideas.
In this session, you will learn:
- Why a leader in the financial technology space made a significant investment in community
- What questions a company should ask itself when designing a customer community
- How communities play a major role in improving customer experience
- How eLearning can be integrated into a customer community
Designers, managers, and senior leaders (directors, VP, CLO, executive, etc.).
Technology discussed in this session:
Morningstar Community site.
Customer Engagement Manager
Ryan McClelland is a customer engagement manager at Morningstar. He began his career at Morningstar in 2007 as a technical writer, and he went from writing online help content to teaching users how to use Morningstar software via webinars and live workshops. Ryan went on to lead internal training for Morningstar employees. He has most recently taken on the role of community manager for Morningstar’s customer community.
Director of Customer Engagement
Brian O’Neill is a director of customer engagement at Morningstar. He joined Morningstar as a training manager in 2007 and spent time in the sales organization before directing the client solutions consulting team, which works directly with Morningstar clients to get them up to speed on the software. Brian has spearheaded the launch of the Morningstar Community.