SMM205 Transform Your Employee Experience with Just-in-Time Learning
2:00 PM - 2:45 PM Wednesday, March 27
Expo Hall: Management & Measurement Stage
The average employee today relies on dozens of applications every day to do their job, each of which is constantly evolving. To complicate things, any change in process often span across multiple workflows or tools. The problem? There is no easy way for training teams to communicate these changes required for adoption. Documentation is often located in an LMS or manual, external to the systems in question, and is outdated almost instantly. It's also hard for the user to access in their moment of need, resulting in errors and frustration. In this session, we’ll explore the many corporate training trends that have come and gone over the years, and the one that’s here to stay: just-in-time learning.
Tasked with the responsibility of fixing our low Salesforce adoption and developing a training program for new hires that would keep up with our ever-changing processes, I knew something had to change. You’ll learn how implementing a just-in-time learning solution, which delivers bite-sized information at the point of friction when and where employees are likely to make mistakes, will transform your employee experience. Rewards include faster onboarding, higher software adoption, and easier change enablement.
In this session, you will learn:
- Why just-in-time learning matters
- How your customer experience starts with your employee experience
- How to drive adoption of Salesforce or other applications with just-in-time learning
- How to design documentation for just-in-time learning
- How to automatically create documentation from your CRM fields and objects
- How to centralize your system training to reduce content creation by up to 60%
Salesforce and Spekit
Novice, intermediate, and advanced managers and senior leaders (directors, VP, CLO, executive, etc.)
Melanie Fellay is the CEO and co-founder of Spekit, a just-in-time learning and knowledge management solution. Melanie’s inspiration for Spekit came from her experience managing Salesforce and business operations for RealtyShares, a fast-growing company in Silicon Valley. Her passion for process optimization and learning also roots from prior experience managing customer success and various operations teams. Melanie studied finance and accounting at the University of Colorado, Boulder, after being raised in Switzerland and the Bahamas.