When I speak about digital transformation I often say that it’s enterprise consumerization. The idée behind that is that anything that is done for the client should be done as soon as possible for the employee.
That’s not a new trend but at the beginning, in the early 2000s, it ways mainly about interfaces and user experience. Today, as businesses are starting to understand that a good customer experience requires an employee experience that makes it possible, the scope of consumerization is getting wider : it’s not only about tools but processes, engagement and participation programs etc.
Enterprise consumerization goes beyond tools
The field of learning recently gave me a very good example of the consumerization of a traditional and essential function.
Let’s start with a story. Two years ago as I was traveling to Sweden I decided to have a drink at the Hotel Bar after a late arrival. The bartender was passionate and fascinating, telling stories about his cocktails and making them with a communicative enthusiasm and a real will to share his passion with the clients.
After a couple a minutes we realized he was french. I asked him were he came from and since I knew a couple of people having been at the catering college in this city, I wondered if he did too.
And he answered me “Not at all. I did not go to the catering college, I went to…Youtube”.
Then he told be how, as a young bartender without any specific degree, he wanted to develop the business of cocktails in the bar he was working at and did not find a better way than looking for tutorials from the best bartenders on Youtube”.
“You can find everything you want, all the best are there, they share their tips and everything you need to create and make cocktails. You just have to buy the equipment and try again and again until you reach an acceptable level. Then it’s a matter of practice but you can get all the basics online”.
So the young guy working at an anonymous bar in a mid-size city in France ended as “Mister Cocktail” in a four stars hotel from a famous brand in Stockholm.
“I did not go to school, I went to Youtube”
Beyond this story, it questions our assumptions about the way we learn today. Me must acknowledge that :
- we learn from peers
- we learn more and more autonomously
- we learn through short and easy to consume content, when we have time or need it
- we learn more and more through video
That’s not only a matter of generations : the youtube tutorial made by a passionate for people willing to learn is a classic that works for all generations. But it’s true that was is a practice among others for the “elder” is the new normal for new generations.
Video. Peers. Easy to consume. On demand. It’s very far from learning and knowledge sharing approaches we can see in the workplace.
Speach.me : peer to peer, on demand, easy to consume learning
A Youtube-like learning platform where employees record their best practices to share them in a visual fashion with their peers. A perfect format in an industrial context where the main focus is about using, setting or repairing machines. The Airbus case is a very good example and the vendor also managed to convince companies like Tesla.
What matters is not technology but letting go
As you can understand the concept is very simple and powerful in many industries. But, from my point of view, the success of such initiatives does not rely on technology.
In the past I saw some businesses thinking about similar approaches but they never went further. The issues where :
• P2P : theses businesses wanted to decide what to publish about, the matters to tackle.
• Quality : these businesses wanted to control the recording process, embed their logo.
But there are lots of solutions for HR who decide to move forward and get the course of history and Speach.me is a very good example.