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Transcript of Ian Bell › qualtrics-www › x4summit › europe › con… · Qualtrics CX Management Platform...
Ian BellEMEA Sales Director Academic & Public Sector // Qualtrics
#QualtricsX4
FABIENNE CHEMINCustomer Feedback Data Analysis Manager //INSEAD
**Sample Full Image Page***
2000Singapore campusOpened its doors.
1957INSEAD Founded
1960First MBA
Graduation
2003Global EMBA
Europe Section, Fontainebleau,
France Campus
2007Tsinghua INSEAD Dual Degree EMBA Programme
2010Global EMBA Middle East Section, Abu Dhabi Campus
2014Asia CampusExpansion
2012Global EMBAAsia Section,SingaporeCampus
2001INSEAD &
Wharton Alliance
1968Executive Education
1989PhD Programme
2015Best Business School for Return on InvestmentForbes
Milestones
20162017
#1 Global MBA ProgrammeFinancial Times MBA Rankings
***picture of someone human***The INSEAD Experience
o Population: volume & diversityo 11k participants per year
o Programmes typeo 450+ open & custom programmes per year
o Time and timingo days / weeks / months / years
o Global fast-moving environmento Business Education/Learning/Development
o Not transactional, transformationalo Outcome not tangible, difficult to measure
***Sample Half Image Page*** A vision!
Michael PichDean of Executive Education 2012-2016
Customer Centricity
Successes/Pain points
Integrated Measurement
system
Closed loopFeedback
Abraham Maslow’s Hierarchy of needs
Survival
Contentment
Growth
The Learning Journey
Preparation
INFORMATION
REGISTRATION
ADMISSION
360° FEEDBACK
LOGISTIC/ADMINISTRATION
TRAVEL
On Campus
KEY LEARNINGS/SELF DEVELOPMENT
GROUP CONTRIBUTION
SOCIAL EVENTS
FACULTY TEACHING TEAM
PROGRAMME APP/PLATFORM
COORDINATION/RECEPTION
CAMPUS SERVICES
HOTEL
Post Programme
APPLICATION
KEY LEARNINGS/SELF DEVELOPMENT
BEHAVIORAL CHANGES
FOLLOW-UP / SOCIAL MEDIA
Physiologica
lSafety
Love,belon
ging
Esteem
Self-Ac
tualiza
tion
Measuring the experience
o Pre-programme communicationo Informal discussion during programmeo Formal interviewso End of programme feedback
questionnaire:• CSat, KPIs, NPS, general comments• Teaching/ Learning, Direction/Coordination• Social Events, Campus, Accommodation• New projects/initiatives
A digital Transformation
• Long turnaround• Short turnaround
• Not centralised• ??
• Manual & Outsourced• Quick and easy
• Pen & paper• Online and integrated
Feedback collection:
Feedback compilation
Report distribution
Results analysis
Implementing change
Usedigitalresources and
tools
QualtricsCXManagement
Platform
TabletsorBYOD
Mobileapp/portal
Createchangeagents
Createallies/championswhowill spreadtheword(directors,managers,faculty,coordinators)
Runtargeted pilotson
programmeswith mostinfluence
Ensuresuccessfulexperiences
Bepresentand
communicate
Organisemeetings,informationsessions,workshops…
Apply‘top-down’&‘bottom-up’communication
Providetechnical support&
training
***picture of someone (human)***
Our digital CX dashboard: VocalizeClose the loop faster, better, strongero 1 page per dimension of KPIs
o CSat, general KPIs, NPS, general comments, Direction/Coordination, Social Events, Campus, Accommodation
o Filters per programme/survey metadata:
o Campus, location, programme type, client/group, director, coordinator, date
o Advantages:o Flexibility of analysis visuals with various
customizable widgets and interactive wordcloud
o Global visibility: share and customize
o Base for discussion with clients
o Real averages
o Centralized data into 1 master survey
***picture of someone (human)***
Back to Basics
“If you want to make it an amazing dinner, I'd ask myself:
- What if the dinner was a integral and functional part of
the learning program? - What if this would be the one and only
dinner I could ever give to these people in their lives? ...How
would I then design the entire dining and cocktail experience?
“ InBoard C1
I Never Stop Eating And Drinking
The Learning Journey
Preparation
INFORMATION
REGISTRATION
ADMISSION
360° FEEDBACK
LOGISTIC/ADMINISTRATION
TRAVEL
On Campus
KEY LEARNINGS/SELF DEVELOPMENT
GROUP CONTRIBUTION
SOCIAL EVENTS
FACULTY TEACHING TEAM
PROGRAMME APP/PLATFORM
COORDINATION/RECEPTION
CAMPUS SERVICES
HOTEL
Post Programme
APPLICATION
KEY LEARNINGS/SELF DEVELOPMENT
BEHAVIORAL CHANGES
FOLLOW-UP / SOCIAL MEDIA
Physiologica
lSafety
Love,belon
ging
Esteem
Self-Ac
tualiza
tion
Measuring Impact
EXPERIENCE
LEARNING
IMPACT
Benefit for past participants/alumni- Opportunity for self-reflection on their journey- Follow-up and continued relationship
Benefit for client- Assess if objectives were reached- Establish ROI and value of programme from individuals to
whole organisation- Feed back into design and development of future
programmes- Get human stories
Benefit for INSEAD- Leverage CX feedback- Evaluate Transfer of Learning into behaviours- Confirm impactful key take-away, use of tools, framework
back in the workplace- Identify application, barriers and enablers- Nurture client relationship development (not transactional)- Feed back into design and development of future
programmes
Kirkpatrick’s model (Basic)
Level 1: Reaction: relevance to job
Level 2: Learning: knowledge, skills, attitude, confidence, commitment
Level 3: Behavior: apply learnings
Level 4: Results: Targeted outcomes
What did they learn?
How have they applied it?
How did it change their behaviour?How engaged and committed to change?
What impact did it have on theirPersonal / Professional / Organisational
life
Various MethodologiesNewKirkpatrick’s Model
Phillips’ROIBrinkerhoff’s SCM
Going beyond self-perception
***FT rankings picture Results!!
Feed back the feedback!Customer Feedback management system, supported by Qualtrics tools, benefited all areas of INSEAD ExecEd
o FT rankings up from #10 in 2014 to #6 in 2017
o Increase in Global EE revenue up by 14% in last 2 years
o Certificate in Global Managementtrebbled since 2012
***picture of someone (human)***
What’s next?
