To deliver the best platform for knowledge sharing, training, and continuous growth, Merkle and VodafoneZiggo have cultivated a digital environment that empowers the Dutch giant’s B2B marketing employees to thrive in three key areas: learning, comprehension, and self-application.
VodafoneZiggo constantly introduces new technology and invents new methods to improve business operations, systems, processes, and customer experiences. To make it easier for their own employees to keep up with change, the Dutch market leader joined forces with Merkle in creating a new digital platform for motivating knowledge sharing, inspiring training, and continuous growth.
Challenge
The challenge was to make sure that the new solution would work as both a tool for onboarding new hires AND an intuitive learning environment to fast-track performance growth for existing employees. But instead of leaving it at that, the vision was to deliver a solution that could also work as a handy resource library, and a central library of knowledge.
VodafoneZiggo went to great lengths to analyse what existing processes needed updating. The results were clear:
- Their existing systems did not motivate knowledge sharing;
- Customized training material tailored per role for B2B Marketing was needed;
- Ad hoc structures meant that a lot of employees had to continuously reinvent the wheel.
So, what do you do, if you’re a tier-1 tech brand that needs a strong and future-proof platform for employee onboarding, learning, and knowledge sharing? You team up with Merkle.
Services
Customer Engagement & Loyalty Programs
Industry
Media & Entertainment
Market
The Netherlands
-
90%
average completion rate of assigned training materials
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+2
improved quality of learning materials rated by users
-
-20%
reduction in cost of commerce
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+33%
improvement in effectiveness of new joiners
-
stimulated
learning culture and T-shaping
-
-
90%
average completion rate of assigned training materials
-
+2
improved quality of learning materials rated by users
-
-20%
reduction in cost of commerce
-
-
-
+33%
improvement in effectiveness of new joiners
-
stimulated
learning culture and T-shaping
-
Approach
To address these challenges, Salesforce MyTrailhead has been chosen as the platform. We wanted to make it easy for employees to see how they can contribute to organisational goals - and combined learning paths and specific functions to make the solution as intuitive as possible.
Implementing MyTrailhead within the Marketing Tribe of VodafoneZiggo B2B, we first had to clarify VodafoneZiggo B2B's organisational vision, strategies, and goals. Then zoom in on department-specific tactics, methods, and ideas that were applicable to day-to-day activities. And, finally, provide insight into how the new digital tool could support the effort of turning objectives into results.
The project included integration of AI-powered video tutorials and clickable simulators for better learning experiences, as well as training and onboarding content creators. To make sure VodafoneZiggo not only presents fantastic customer experiences but also great employee experiences, everything was carried out with meticulous attention to tracking training results and enriching them with fun, gamification tactics.
Results
The platform went live in Q2 of 2023 and was launched in an activation campaign with a link to the MyTrailhead app for real-time updates, progress tracking, and personalised learning path recommendations. Moreover, we hosted an event with gamification elements to grow awareness. Prior to the event we assigned the learners to trainings and then retested the knowledge during the event. The fun element of the event was that they had the opportunity to ''beat the boss'' with the knowledge they gained via the platform.
VodafoneZiggo’s B2B employees now both know what methods to use and what tools to deploy. Overall, the rated quality of training materials improved from 2,5/5 to 4,5/5.
Onboarding of new employees has become 33% more effective, team output has higher quality – and employees are more aware of their contribution to strategic corporate goals. This is a crucial step forward in a digital transformation environment where verbal knowledge transfer doesn’t cut it anymore.
MyTrailhead has transformed the thinking around learning and development and helped foster a desirable culture of continuous improvement. Gamifying empowers employees to actively participate – and monitoring platform usage gives managers the edge of being able to strategically assign employees to specific learning paths.
