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helping people remember what matters

helping people remember what matters. Larry Schwartz Mitesh Desai. April 18, 2013. 40 year track record as an entrepreneur, business visionary and investor Built, managed and successfully sold 3 companies Plagued by inefficiency and the cost of retraining and re-communicating

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helping people remember what matters

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  1. helping people remember what matters Larry Schwartz Mitesh Desai April 18, 2013

  2. 40 year track record as an entrepreneur, business visionary and investor Built, managed and successfully sold 3 companies Plagued by inefficiency and the cost of retraining and re-communicating Invented LIT® Online in 2003; beta-tested across 32 disparate industries, 22,000 professionals and learners Established the Berman Laboratory for Learning and Development at The Center for BrainHealth, dedicated to cutting edge research in brain science Dennis R. BermanChairman, founder, inventor LIT® Leadership Toni Portmann Chief Executive Officer • 30 years executive and leadership experiencein executive management, services, sales and marketing • Former CEO of Stream, Inc a global BPO leader with 30 contact centers in 16 countries and over 15,000 employees • Served on the Board of Directors of The Center for BrainHealth, where she met Dennis Berman • Piloted LIT® with Sirius Satellite Radio

  3. What is LIT, anyway? • Patented methodology engaging the learner to ‘lock in thought’ … (which is where it got its name) • Custom content authoring tool … (its Yours or Theirs!) • E-learning SaaS hosted platform … (our Cloud or your LMS) • Not a curriculum replacement … (just a powerful add-on) LIT drives results! • Learner retains 90+% of information • Adult learner driven, not trainer/teacher drilled • ‘Gamification’ drives engagement • Knowledge retention creates competence which drives confidence • Competence and confidence drive performance

  4. LIT is Better Than Traditional Learning Alone Traditional Learning LIT Online • Less than of information 10% is remembered • Trainer/Teacher quality and student /learner style vary greatly • One-time review of content doesn’t ‘stick’ • Trainer determines when student moves forward or “gets it” • Over 90% of information is remembered • All students using LIT ‘get it’ regardless of Trainer/Teacher capability and/or student/learner style • Spaced repetition drives knowledge mastery • Students complete the material at their personal pace and do it until they “get it AND remember it!”

  5. The LIT® OnLine Vision • delivering unprecedented performance through retained critical knowledge LIT® is a patented methodology and e-Learning platform that Locks In Thought • LEARNING • WITHOUT RETAINING • ISN’T LEARNING !!!!

  6. Solving the problem of retention Traditional Learning Learning With LIT® Information Communicated 100% 100% Filter 1 Information Received Approximately 70% Received 100% Received Filter 2 Information Received Accurately Approximately 40% Accurately 100% Accurately Filter 3 Information Retained 80% - 90% Retained On Average 10% - 20% Retained On Average

  7. How LIT® works • 100% of information is received • 100% of information is received accurately • and . . . • Repetition – spaced over multiple days • Repetition – learner driven, not instructor drilled • Repetition – practice makes perfect perfect practice makes perfect! Learning without retention is not learning!

  8. Knowledge is the foundationfor critical thinking • evaluation • synthesis • analysis critical thinking and behavior • application • understanding • KNOWLEDGE • | arrange | define| describe |examine | identify | memorize| recall | recognize| relate| select | Bloom’s Taxonomy

  9. Performance The keys to performance is a MandatoryPrerequisite for the

  10. LIT® program methodology Day 1 5 Learning Points 3 days, same material Perfect practice Introductory Round Retention Rounds Retention Rounds Retention Rounds Day 2 Day 3 17 minutes/module 8 minutes/module 4 minutes/module

  11. LIT® Application Demonstration

  12. helping people remember what matters LIT Results

  13. AT&T Ethernet Sales Training Statistically proven results! Normalizes variability for instructor and learning style Research Parameters 4 Treatment Classes 4 Control Classes Disparate Instructors Disparate Learner Types Statistically Significant Results Confidence Interval +/- 5% 66% 26% 90 day sales results 90 day sales results Average Assessment Score per Learner Percent Increase WITH LIT® Control ASSESSMENT (WITHOUT LIT®) Treatment ASSESSMENT (WITH LIT®) 31.48% ↑173.67% 86.15%

  14. Impact with LIT® LIT® Pilot Assessment Scores 30 AT&T Agents RETENTION INCREASE AFTER LIT® BEFORE LIT® AFTER LIT® 35% 91% 160% Improvement in ALL quartiles! Net Rep SAT increased 5% ! 14% increase in Quartile 1 SAT! AHT decreased 5% with LIT! Net Rep SAT Trend Line Net Rep SAT Quartile Comparison LIT Group AT&T Team Before LIT After LIT Improvement AHT Trend Line AHT Quartile Comparison Before LIT After LIT LIT Group AT&T Team Improvement

  15. The Impact of LIT® Verification improved 12.9% using LIT! With LIT, learner knowledge retention improved 94%! AHT improved 4.2% using LIT! Average: 47% Average: 91% LIT Week LIT Week Improvement Improvement Pre-LIT Pre-LIT Post-LIT Post-LIT KPIs and trend lines improve with LIT®!

  16. The Impact of LIT® LIT Week Interest & Empathy improved 6.5% using LIT! Issue Resolution improved 4.3% using LIT! With LIT, learner knowledge retention improved 146%! AHT improved 13% using LIT! Improvement Pre-LIT Post-LIT Average: 81% Average: 33% LIT Week LIT Week Pre-LIT Pre-LIT Improvement Post-LIT Post-LIT Improvement KPIs and trend lines improve with LIT®!

  17. LIT’s Impact onRetention & Performance FCR Improved Dramatically! FCR PERFORMANCE 17 Agents 20 key elements 2 hours in LIT ! LIT WORKS! LIT® increases knowledge retention and improves KPI trendlines!

  18. The Impact of LIT® My Voc improved 10% using LIT! With LIT, learner knowledge retentionimproved140%! CRT improved 12% using LIT! Average: 37% Average: 89% LIT Week LIT Week Pre-LIT Improvement Post-LIT Improvement KPIs and trend lines improve with LIT®!

  19. Comcast Results with LIT® LIT® Pilot Assessment Scores 28 Comcast Home Agents Training Remotely With LIT, learner knowledge retention is significantly greater! RETENTION INCREASE AFTER LIT® AHT improved 10.5% using LIT! BEFORE LIT® AFTER LIT® 42% 92% 121% LIT Week Improvement

  20. LIT’s Impact onRetention & Performance 4 Week Improvement LIT Group handling 8% more volume! 4 Week Improvement LIT Group: 8.3% ProSupt: 2.1% 4 Week Improvement LIT Group: 22.0% ProSupt: -1.1% CSAT PERFORMANCE RDR PERFORMANCE HANDLED CALLS LIT® increases retention and improves KPI trendlines!

  21. Results with LIT® LIT Week With LIT, learner knowledge retention is 104% greater! DSAT improved 17.4% using LIT! 11% decrease in quartiles 1 & 2! FCR improved 7.8% using LIT! Average: 90% Average: 44% Improvement LIT Week Improvement Improvement

  22. American Express Blue Card and Home Agents Before Using LIT® After Using LIT® FCR Net Promoter Rating Breakdown Detractor Promoter Neutral Before Using LIT® After Using LIT® LIT® Improved All Key Metrics!

  23. Performance results after 2 hoursof using the LIT® program • 22,000+ people have completed • over 510,000 LIT® modules! Research Approach Pre and Post-Assessment scores are based upon learner performance on a 20 question open-ended response test covering key critical information previously trained multiple times over several years.

  24. LIT® LIT® Plus LIT® Core Learner Management Content Management Module Creation Media Gallery Interactive Learner Experience Reporting on Learners and Content Integrated Survey and Testing Tools Content Development Platform Retention Modules Application Modules Learning Platform

  25. Implementing LIT® The LIT® learning system and methodology is protected with 9 separate patents, including over 350 individual claims. INTERNET Authoring and learner content delivered via web browser using 128–256 bit SSL encryption.

  26. LIT® technical overview • Application Platform • ASP.NET application on the Microsoft .NET 4.0 framework • Microsoft SQL Server 2008 Database • Supported Media • Standard image formats (JPG, PNG, GIF, BMP) • Adobe Flash Media – version 6 or above (SWF) • MP3 Audio (.MP3) • Apple QuickTime Video (.MOV) • Standard document formats (PDF, Word, Excel, etc.) • Supported Browsers • Microsoft Internet Explorer 6 or above • Mozilla Firefox 3 or above • Apple Safari 3 or above • Google Chrome 4 or above

  27. The LIT® reporting system • Report types • completion tracking • exception tracking • learning time • hint usage • survey results • course catalog • Report filtering • organization • group • module

  28. where will you use LIT®? everwhere! New, Changed and Targeted content to drive improvements and new knowledge Concepts, Principles, “What’s” & “How To’s” CONTINUATION Scripts, Scenarios, & “If-Then’s” New Content Training Targeted Improvement NESTING and OJT Leadership and Compliance Call Monitoring / Quality EXPERIENTIAL Management Training Customer Engagement Skills WORKFLOW Call Flow and Critical Path Business ROI using LIT® Tools & Resources Use FOUNDATIONS Product Knowledge Process Concepts

  29. LIT® annual pricing

  30. LIT® quarterly pricing

  31. Pilot or Proof of Concept Options • $15K Proof of Concept:  10 – 20 participants; 30 days • 20 – 30 learning points, 4 modules, deployed over 3 or 6 days (depending on client preference) • Pre- and Post-tests • 30 day monitoring of KPIs with another retention Post Test after 30 days • $25K Pilot:   20 – 40 participants; 60 days • 20 – 30 learning points, 4 modules, deployed over 3 or 6 days (depending on client preference) • Pre- and Post-tests • 60 day monitoring of KPIs with retention Post Test after 30 and 60 days • $30K Customer Satisfaction Guarantee: $10K per Month; up to 100 participants: 90 days • 40 – 50 learning points, 8 modules, deployed over 6 or 12 days (depending on client preference) • Pre- and Post-tests • 90 day monitoring of KPIs with retention Post Test after 30 and 60 days and 90 days • Minimum requirement to deploy to at least 100 learners at least 8 modules • Contract cancellable if not completely satisfied at the end of 90 days

  32. Discussion & Next Steps

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