Time to bring creativity into change management

There is a lot of change management methodology, both off the shelf and bespoke, out there to support significant change initiatives in organisations.

The resulting template driven approach to managing the changes associated with IT implementations and organisation and process re-design projects can at times under-deliver.

We believe it’s time to bring a bit of creativity and innovation into organisation change programmes and involve team members in designing both the change experience (as one would design a customer experience!) and new ways of working that often underpin large organisation change programmes.

Design thinking is an alternative approach to traditional problem solving that has mostly been associated with product development and the creative industries.

In recent years design thinking has started to be applied more widely to assist with resolving customer, organisation and management issues.

Design thinking is characterised by the following key steps ….. define, research, ideation, prototype, choose, implement and learn.

Over the past 4 years we have delivered “design thinking workshops” as part of organisation redesign projects.  Over the next 12 months we will be looking to bring similar workshops into the planning phase of large organisation change programmes.  If you are interested in finding out more let me know.

Check out Tim Brown’s (IDEO) thoughts on design thinking …

Retail Roundup - Highlights & Takeaways from Inside Retail Live


3 days. Hundreds of retailers. Over 3000 delegates – that’s what was on the menu for the Capability Group & Axonify team at the Retail Live. As the largest conference Capability Group has ever exhibited Axonify at, we were cautiously optimistic that “biggest” would translate into best. We weren’t too far from the truth.

Over the course of the 3 days we met and spoke with a host of interesting retailers each with their own unique set of processes and struggles. While we did attend the conference to raise brand awareness and spark sales opportunities, we were also there to learn. Here are the key takeaways from the CGL team after 3 days of working the Axonify booth down under:

  • Retailers are trying to reinvent themselves
    • Online competition, tight margins, information asymmetry. These are a few of the major hurdles to success in the modern retailer’s world. Several of the APAC market’s leading retailers are losing money, customer loyalty, brand power. The big names in retail need to make some fundamental changes to the way they do things – and they need to act swiftly.
  • You’ve got great content, but your employees don’t care
    • We spoke to a host of delegates who had invested money and time into developing new training content for their guys and girls to sink their teeth into. Feedback from retailers told us that despite their efforts to cast out fresh content, employees weren’t biting. Length of training modules, lack of engagement mechanisms and information overload were all cited as potential reasons for the lack of uptick in employee’s training.
    • But as Axonifam members know, people are busy – including retail staff. There’s a time, interest and attention shortage among a large percentage of today’s workforce. Rather than sulk about it, it’s the retailers job to cater to these realities so they can stay on top of their games.
  • Retailers know more about customers and products than they do about their people
    • Studies, whitepapers, online surveys. Modern retailers have countless resources to learn more about both their customers and the quality of their products. But how much do they know about the people they’re paying to serve these customers and items they’re buying? According to the retail leaders we spoke to, not a whole lot. Given that employees are the greatest resource they have in terms of improving the quality of a customer’s experience, they need to make it a priority to focus on their people. The front-line retail staff member is every retailer’s greatest weapon – it’s time they learn how to use it.

Retail Theater

What are the habits and preferences of the modern retail shopper? How can retailers best prepare their front-line staff to make their shopping experience the best in can be? These were a couple of the questions Axonify Co-Founder Christine Tutssel tackled during her bite sized presentation on the Retail Live Theatre stage. There was lots to cover, but based on the buzz following Christine’s talk, a few “key learning points” seem to stick with the audience:

  • Bigger doesn’t always mean better
    • “Can you remember what you had for lunch last Thursday” Christine asked an audience that responded with blank stares. She followed up to make the point that the only way you’re going to be able to remember that information is if there’s some sort of pattern behind it. If structure is absent, so is learning. Getting retail employees to learn new concepts and master subject knowledge is a marathon, not a sprint. Breaking information into digestible chunks goes a long way to ensure employees are doing more learning than they are forgetting.
  • What your employees want
    • According to stacks of research, front line retail employees want their learning to be a non-disruptive, regular occurrence that’s fun to do and relevant to their job. Christine walked the audience through why delivering a solution that meets these needs is so crucial and how it’s something that’s very attainable. Front line employee knowledge does so much to drive retailer’s business objectives and it’s important they understand the tightknit relationship they share.
  • Briscoes Q&A
    • To end the show, Christine was joined by Aston Moss – GM of HR or Briscoes Group, and Axonify’s newest client. The pair chatted about Briscoes experience on the platform 3 months in, covering problems that they faced, rationale for replacing an LMS with Axonify and of course how they are going with Axonify just 3 months into rollout.
    • Aston had a tonne of great feedback, but his perception of what Axonify is doing for his business was summed up nicely in a statement he made to close the show. “Uber knows where you are, Netflix knows what you watch, Axonify knows what you need to learn and how well you know it”.

Round Table Discussion

In a slightly more intimate environment, this part of Retail Live again featured Christine and Aston as they were joined by 12 other retailers for a proper discussion. They drove the conversation around how retail organisations can benefit from leveraging tools like micro learning and gamification to drive knowledge retention and capability in their employees. Each delegate came with their own set of issues but found common ground on:

  • Too many systems
    • Everyone at the table had a differing LMS, CRM, Comms platform – the one thing they did share was the opinion that they had far more than what was necessary. Integration is key and having a platform that can effectively communicate with existing systems – eliminating the need to hop back and forth between tools - takes a boatload of stress off the retailer and it’s employees.
  • Onboarding isn’t cheap
    • Most retailers that sat at the table conducted most or all of their onboarding through face to face learning. This strategy is accompanied by a host of issues – the biggest of which is cost. Not only does implementing a blended learning solution with online components engage the employee and lead to knowledge transfer, but it can also slash boarding costs as well as time to capability.
  • Get to know your people
    • Again the issue resurfaced around lack of familiarity with own staff needs. Retailers seem to know everything about what their customer wants and their own products – so much so that it’s overshadowing an equally important asset: their people. Big retailers are bleeding out slowly and unintentionally ignoring their best chance at a full recovery. Christine and Aston stressed the importance of focusing on your people. Because they (and what they know) make all the difference for a customer’s experience.

CGL & Axonify at Inside Retail LIVE | Melbourne Feb 28 - Mar 2 2018

Join us at the Inside Retail Live conference at MCEC Melbourne from February 28th to March, where we will be showcasing our award winning and globally leveraged employee knowledge platform: Axonify.

In addition to our booth at Inside Retail, where our team will be available to run demos, answer your questions and chat microlearning & gamification, you can also catch us on-site at the Retail Theater and Round Table discussions.

Retail Theater - The Future of Retail Employee Training

Christine Tutssel, Axonify's Senior VP of Strategic Initiatives, will be delivering a keynote presentation on the Future of Retail Employee Training. What are the habits and preferences of the modern retail shopper? How can retailers best prepare their front line staff make their shopping experience the best it can be? The short presentation will cover what current retail employees want learning to look like, and how retailers can best deliver training to ensure the customer has a great in store experience. Stop by to educate yourself and stay ahead of the curve.

When & Where: Wed 28/02/18 3:30PM, Melbourne Convention and Exhibition Centre

Round Table Discussion - Modernizing Your Learning Ecosystem to Develop the Retail Leaders and Talent of Tomorrow

Christine will be driving the conversation around how retail organisations can benefit from leveraging tools like gamification and adaptive microlearning to drive knowledge retention and business objectives. Speaking on how our retail clients have benefited from these tools in the form of increased sales, loss prevention and engaged employees, Axonify’s Co-Founder is keen to explore how we can empower your team to work smarter, safer and deliver top notch customer service no matter where they’re located. Pull up a chair!

When & Where: Thu 1/3/18 - 12:50pm to 1:35pm (45min), Melbourne Convention and Exhibition Centre

In Melbourne during the conference and keen to see what it's all about? Contact us at info@capabilitygroup.co.nz for info on our discounted rates for day passes to Inside Retail LIVE. For additional information on the 3 day retail trade show, visit their website.

Can't make it but want to keep up with us and all the retailers down under? Give us a follow on LinkedIn where we'll be avidly posting photos, news and takeaways from our 3 days in Melbourne. Hope to see you there!

Axonify Knowledge Blog | What is Digital Learning?

Today's post is all about digital learning. What it is, what tools play a role in it and how it is shaping the future of workplace learning.

What is Digital Learning?
JD Dillon, Axonify's Principle Learning Strategist, is the man behind these insights. For more from JD, connect with him on LinkedIn, follow him on Twitter and visit his website http://www.learngeek.co/

CGL at ATD 2017

Earlier this year we were presented with the opportunity to visit Atlanta, Georgia during the world's largest Learning & Development Conference: ATD. Our team met, watched and interacted with a range of experts and business leaders as they spoke and exhibited over the three-day conference. We came back with a host of new perspectives and ideas drawn from the L&D space and it's community leaders along with the affirmation that we went into the conference knowing much more about these topics than we initially thought! Here are our Highlights from ATD 2017

Top Learning Trends - 2017

Aiming to make a splash this year in the way your organisation approaches learning? Allow us to lend a hand. As much as we love to share our viewpoint on matters such as these, we know a few people who are slightly better qualified for the job…

Last month, Axonify rounded up a gang of the world’s leading experts in corporate learning and posed a question to them all: “What are the top learning trends that businesses should expect to surface in 2017?”

Here’s what each of them had to say:

Josh Bersin

Industry Analyst

Principal and Founder, Bersin by Deloitte

L&D will have a new role and create many disruptions

Bersin, a 20-year vet in the corporate learning space, says that he’s never experienced a time period where corporate L&D has gone through so much stress. Highlighting an extremely distracted workforce, 66% of whom report being overwhelmed with work on a daily basis, as well as the constant need to learn, Bersin believes the issue we face is how the world of work has changed so dramatically. “We live in an always on environment, and the need for employees to learn has become greater than ever”.

As workloads increase and our attention spans do the opposite, L&D leaders are having to become more creative and efficient at finding ways to inject learning into their organisations. Bersin says this new role has created several disruptions for L&D, the largest of which is developing content that is concise and highly relevant (“microlearning” is the new buzzword).

Bersin is adamant that “We need more tools like Axonify to make content relevant and targeted to the role and time it is needed. And there are now so many external content providers, our new job is to curate and integrate, not just develop and teach”.

Karl Kapp

Gamification Analyst, Author, Consultant, Speaker, Professor

Games and gamification for learning will continue at a strong pace

If you’re reading this article, chances are that you’re at least familiar with the term gamification. The good news is that you’re now part of a majority. While Kapp admits that gamification has been a hot topic in L&D for the past couple years, there have been rapid developments in the awareness, global reach and most importantly understanding of how gamification can be best leveraged to produce results. Kapp cites Belgium, Switzerland, India, Mexico and the UK as country’s that he’s visited over the past 12 month that have expressed enormous interest, not just in what gamification is, but how it can be implemented properly. So while it may not be a “new” trend, it is one that Kapp has seen grow dramatically over the past year as he’s seeing a shift from the question “What is gamification?” to “How can I implement gamification effectively?”.

Virtual reality will be used for larger-scale learning projects

From practicing your empathy for a customer service role, to health and safety training for dangerous job sites. The practical applications for VR are wide ranging and far from fantasy. However, Kapp does remind us that VR is only one step in the training process and is not an adequate replacement for all other training methods. Until more progress in this field has been made, virtual reality is a tool that should only be used in conjunction with other learning solutions.

Connie Malamed

Author of Visual Design Solutions: Principles and Creative Inspiration for Learning Professionals

Asking what people want from a learning experience will drive the direction

According to Mrs. Malamed, the question L&D professionals need to be asking themselves this year is “What do people want from their learning experiences?” In answering this question, we may see the direction that our industry will take in 2017 and beyond. After researching the appeal behind some of the most popular apps in 2016, she zeros in on efficiency, speed, relevance and usability as potential trends for 2017. Why? because forward-thinking organizations and vendors want to satisfy the needs of a busy and rapidly changing workplace.

Bob Mosher

Chief Learning Evangelist at APPLY Synergies

Content curation will mature to content aggregation

Collecting information is one thing; distributing it in a meaningful and accessible way is another! As the availability of new information arrives by the truckload, we must place more importance on delegating and delivering that information in the best way possible and using the right tools to do so.

Learning will continue to become MORE personalized

The archaic “one size fits all approach” for corporate learning is becoming a thing of the past as personalized learning paves the way for the future of L&D. How will L&D’s role change when their traditional training deliverables are no longer the tip of the sword?

Virtual Reality and Augmented Reality will continue to be disruptive, but not quite ready for prime time

To build on Karl Kapp’s point, this is a rapidly developing area that L&D folk must keep their eye on. Mosher says that mobile technologies, gaming, and other non-traditional training modalities are making great strides in this area, and is excited to see how VR and AR continue to grow in 2017.

Lori Niles-Hofmann

Data Driven Learning Strategist

We will see the death of the traditional LMS, alongside an increased value on data and predictive analytics

While it may be a bit of a grim one, the former of Niles-Hofmann’s predictions seems well on its way to becoming a reality. The learning guru implores that big enterprise LMS players do not have viable apps to support mobile functionality. “With digital content everywhere, the learner will not jump through obstacles to get to yours. Content needs to be in context, accessible, and relevant”.

She also notes that the LMS has survived because we require data. Today, however, our data appetite must extend far beyond completions and test scores. Your clunky LMS does not provide the robust tracking and analytics engines that forward-thinking businesses are utilising these days.

Arun Pradhan

Blended Learning Geek & Creator of Learn2LearnApp.com

xAPI will help L&D provide a more holistic approach to measuring performance outcomes

“Until now, L&D has largely focused on useless metrics like attendance/completion or multiple choice assessments which have led to an obsession of knowledge over performance. It’s like the joke about the Soviet factory that reached its ambitious production quotas by only creating left footed shoes. The factory, like L&D, was efficient and successful by their own metrics, but lost sight of real-world impact”.

Pradhan expands on this by pointing out that xAPI, coupled with the rise of data analytics, presents a massive opportunity to measure what maters – meaningful outcomes. New xAPI driven data points will allow us to work in a more systematic fashion, continually developing improvements, while preserving the artistry in L&D.

Clark Quinn

Executive Director at Quinnovation

Focusing on a ‘learning engineering’ approach, measuring what matters, and aligning more closely with how people think and learn will be key

While it’s definitely an exciting time with the emergence of tools like AR and VR, Quinn believes that we still need some time to make complete sense of these things. The pressing issue for 2017 is to start using human intelligence more appropriately, and take serious look at learning science. “If we start taking a ‘learning engineering’ approach, applying science to design, we have the ability to achieve real outcomes” says Quinn.

But to do this, we need to start measuring what actually matters – what impacts business metrics, and stop measuring only efficiencies – keeping costs/seats/hours below an industry standard. When we get serious about that, we’ll begin to make real progress.

Megan Torrance
TorranceLearning CEO / President

“e” will continue to evolve

We are getting better and better at not just creating training to tick a box, but rather to improve performance on the job. The evolution of our instructional designers’ ability to provide employees with learning exactly when and where they need it, is primed to take off in 2017. Torrance believes that the shift from traditional e-learning to personalized learning solutions will pick up some serious momentum over the next 12 months.

Trish Uhl

World-Class Author, Trainer, L&D Strategist and Coach

L&D will renew its focus

One of the hot trends in L&D is a renewed focus—not only on the cognitive (knowledge) and the psychomotor (skills)—but also on the affective (attitudes) domain, with emphasis on developing employees’ personal resilience and cultivating happiness to promote health & well-being, enhance human performance, and positively impact the bottom line.


For a more in-depth look at what each of these experts had to say about corporate learning trends in 2017, their social media handles, and the full write up, head on over to Axonify’s website

Sheepish Decisions

Trends attract people. Like an industry or location-contained virus, they work their way through a certain cohort of individuals, infiltrating their minds and influencing their decisions for better or worse. Whether it’s wearing sneakers with your tailored suit, using a standing desk at the office or playing Pokemon Go, its sheer presence forces us to at least consider hopping on the bandwagon. The same holds true for trends in the world of business.

In recent years, there has been a magnifying glass placed on the approach businesses take to corporate learning. The tool that has stolen the spotlight and the attention of many L&D departments is known as the “LMS” or Learning Management System. If you’re 73% of companies today, you know what I’m talking about because you’re already using one. Well, your company has at least paid for one, whether you use it on a daily basis is another conversation entirely.

The reality is that these systems, while immensely popular, remain slow, lack the tools to increase employee capability and are not very user friendly. With all the wasted learning that is taking place due to the LMS, it begs the question: Is this really the best tool to help our business move the needle in the right direction?

To give an informed response to this questions, you’ve got to look at the demographic and issue that the LMS was initially created to solve.

The LMS was created as an online learning portal that University’s leveraged as a solution to provide distance education to students and a more immersive virtual classroom experience. As a solution for students whose primary concern was to stay on top of their studies and devoted most of their time to learning, the LMS made sense.

But the world of business is quite different from the world of academics. Employees don’t have multiple hours in the day to spend on an LMS reading massive documents and completing compliance training, they have other responsibilities. Moreover, an employee’s tenure with a company typically outlasts that of a student’s 4 month semester. There is no definitive start and finish to corporate learning; business requirements change, learning priority’s shift and employees must keep on top of this to have the knowledge they need to perform at their best.

Simply put, the LMS was built for higher education, not business. That’s why it doesn’t work in a corporate setting. Don’t spend money trying to hammer a square peg into a round hole.

Before making a decision to overhaul your organization’s approach to learning, consider the 3 fundamental Flaws with Learning Management Systems that will cause you to rethink the LMS.

Flaw #1: The LMS assumes that learning ends after a module is completed

Most companies use the LMS to push out large volumes of information to workers, similar to how schools push out classroom resources to students. The LMS (in an academic model) assumes that learning “ends”, while in real life people forget what they’ve learned and require continued reinforcement and support. Employees can’t just be expected to read something and remember it forever, the brain doesn’t work like that. The reality is that employees need ongoing reinforcement of that training to remember what they learn.

Flaw #2: The LMS doesn’t measure thing business leaders find valuable

Logins, course completions, time-spent and test scores/grades. These are the typical things that your LMS will measure. But are these metrics really an indication of how well your employees are functioning within their roles? Just because an employee has a passing grade on a test, does that tell their manger that they can effectively communicate the features and benefits of their products 6 months down the road? Business leaders need a tool that provides higher order measurements so they can track things like knowledge improvement and retention, allowing them to correlate the metrics with safety incidents, customer satisfaction or sales levels.

Flaw #3: The LMS isn’t really mobile

While virtually all LMS’s are available on a mobile device, they were not built to be used that way. Imagine spending two hours on your phone clicking through slides, followed by a long video, and finally a quiz. This is a traditional classroom experience, jammed onto a mobile device. Sure, learners can access their LMS anywhere and anytime, but why would they want to? Employees today need to be very effective at managing their time, and scrolling through a training module on their phone for 90+ minutes each day just isn’t feasible.

It’s quite easy to get caught up in the hoopla of trends that are occurring in today’s fast paced world. But it never hurts to stop for a moment and think “Am I making the best decision, or the popular one?”. That simple consideration might just help stop you from jumping on a bandwagon you’ve got no business being on. Stay ahead of the market, don’t follow the herd.

For the full write up and helpful resources around this subject matter, check out the Blog on Axonify.com: 3 biggest flaws with the LMS and why it doesn’t make your employees better on-the-job performers


Axonify Holiday Roundup

The Axonify Marketing team has taken a slight hiatus from their usual weekly Roundup, a summary of all things Axonify that have been going on each particular week. Content of these Roundups range from recent customer success stories, to marketing news, internal product developments, and much more.

Last week they came back with a fully loaded edition of the Round up, cataloging every major and exciting Axonify development over the past 6 weeks.

While the Round up contained several exciting headlines, product updates, and Axonify developments, a choice few stood out as the must sees (or clicks) of the lengthy post. Here are the highlights of Axonify’s Holiday Roundup:

  1. Customer News

Customer Story of the Week: At Home Uses Axonify for Compliance Training

At Home, is a home decor retailer, that has been using Axonify since 2014. They’ve achieved steady participation levels average between 90-95%, and have acknowledged that Axonify is a big part of their corporate culture. At Home recently conducted their PCI compliance training (a requirement for all retailers) using Axonify.

They shared with us that within 2 weeks of pushing out their PCI certification training that 78% of their 3200 associates had completed it. According to their business leaders this is an amazing turnaround

  1. In the News

Axonify ranks top 10 in Deloitte’s Technology Fast 50™ companies and 84th Fastest Growing Company in North America on Deloitte’s 2016 Technology Fast 500™

Axonify ranked top 10 in the Deloitte’s Technology Fast 50 companies list, and 84th on the North American Fast 500 list. The release helped generate 8 unique articles, with over 41 total articles (including syndication) with a reach of over 6.8 million. Check out the release here.

  1. In the News

Is Adaptive Learning the Way of the Future? Axonify Thinks So.

Axonify CEO, Carol Lehman spoke with TrainingIndustry.com about the benefits of Adaptive Learning and how a one size fits all approach is not the best way to train employees.


Joe Wagner: Axonify's Transitionary Weapon

Four years ago, Axonify was a small tech start up run out of an even smaller office, boasting a workforce of a dozen employees. In the Tech Hub that is Kitchener-Waterloo, they were blip on the map and had yet to appear on anyone’s radar. As 2016 comes to a close, they are one of the leading companies in the corporate learning space, and employ over 100 people, with the expectation to tack on 60 more to their team in 2017.

Even more encouraging than their rapid growth is the manner in which they have achieved it. The successful start-up out of Canada’s “Silicone Valley” have not sacrificed quality for quantity one bit since their steep expansion began back in 2012. Axonify has been growing their team by bringing a raft of capable and motivated individuals on board who have all bought in to what the company is working towards achieving.

The latest of these bright minds to Join the Axonify family is Joe Wagner, who has just settled into his role as Chief Operating Officer for the tech company. Joe has been tasked with the aim to organize Axonify so it can scale into a global enterprise. This is no easy task, but Wagner has a wealth of experience in roles similar to this one, equipping him with the tools to get the job done.

The veteran executive, with more than two decades of experience with large tech companies in the United States is no stranger to this process, and Axonify is confident that he has the skills to take them to the next level.

Wagner recently caught up with The Record, a Waterloo Newspaper to discuss his priorities for expanding the business on a global scale.

"You look at what is required for scale, scale comes from definable, repeatable and the ability to deploy the knowledge to do that across a broad set of talented individuals," Wagner says. "So if you see an area that is reliant on one or two people, that's an opportunity to scale. If you see a process that is not well defined, there is an opportunity to scale”.

He notes continued innovation, focus and recruiting top talent among his top priorities for scaling a company such as Axonify. But it is Axonify’s powerful message for potential customers, that Wagner believes will accelerate the company’s growth process.

“Knowing what your employees know at all times, that affects their behaviour and drives business results," he says. "That combination of brain science, micro-learning, gamification and knowledge on demand is going to transform how they know, understand and maintain the knowledge level required to change behaviour."

For more on Joe Wagner and his work with Axonify, check out the full article at

Corporate Learning Solutions

As a customer, consumer, or whatever other noun you use to describe being on the receiving end of a sale, it can often be tough to distinguish between what you want and what you need, as well as what sounds like the answer and what actually is. This especially holds true in the world of business.

As a business leader, there are a variety of solutions out there which claim to be able to solve your business issue, each one with a sales team behind them making their product sound as appetizing as the next.

Unbiased insight on where to turn for your business solution is hard to come by these days, so it’s always refreshing when you come across someone who knows what their talking about while having no angle whatsoever.

I stumbled upon such advice recently while browsing tools to enhance learning in the workplace. Joe Ganci, an eLearning consultant who has been in the industry for 33 years and counting, published an article last week which focused on how to keep up with the ever-adjusting trends of corporate learning.

He writes about Canadian Software Company Axonify, who offers an employee knowledge platform that he says is an easy to use, sophisticated and unique platform which provides a solution that stands out from its competitors.

Using infographics and screenshots of the platform to help guide his review of Axonify, Ganci does a full walkthrough of the platform providing an overview that is both informative and easy to follow.

The main verticals in which Axonify is currently applied are discussed, along with additional industries that the eLearning veteran believes could also reap huge benefits from Axonify.

If you’re interested in exploring what this Learning and Development tool can offer your business, take some advice from a man who’s not earning a cent of commission on what he’s preaching.

Toolkit: Axonify Revealed