Customer Story

Amplifon impulsa la formación colaborativa con Cornerstone

16.000

Empleados

Retail

Sector

2020

Cliente desde

Una historia de excelencia en audífonos

Fundada en Italia en 1950, Amplifon es una empresa multinacional líder en el mercado del cuidado de la audición. Gracias a la investigación continua en el campo de las prótesis auditivas y a exhaustivos estudios de audiología, otorrinolaringología y foniatría, Amplifon ayuda a sus clientes a elegir los mejores audífonos disponibles. La empresa se ocupa de todo el proceso, desde la distribución, pasando por la colocación, hasta el servicio postventa, siendo la relación con el cliente el verdadero valor añadido del Grupo Amplifon.

El Grupo cuenta con una red italiana de más de 600 centros y más de 3.000 puntos de servicio. A nivel global, Amplifon opera 9.200 puntos de venta en 25 países y cuenta con alrededor de 18.600 empleados y contratistas.

Invertir en personas

Entre los objetivos de Amplifon se encuentran ofrecer una experiencia innovadora a sus clientes, fomentar el crecimiento en mercados clave en todo el mundo y desarrollar una empresa cada vez más eficiente, en la que el talento de los empleados marque la diferencia.

Para cumplir el último punto de su misión y crear los cimientos sobre los que se basará la empresa en el futuro, Amplifon ha definido una estrategia de formación y desarrollo de cinco años (2020-2025). El plan de formación y desarrollo integrado diseñado por el Grupo se basa en cuatro pilares:

  1. Concienciación Amplifon, para crear conciencia sobre la estrategia corporativa con respecto a lo que está ocurriendo en las diferentes unidades de la organización, y a cómo todos contribuyen al éxito del Grupo. De esta manera, cada individuo tiene a su disposición todos los elementos necesarios para tomar decisiones y para marcar la diferencia todos los días.
  2. Empoderamiento digital, para una digitalización cada vez más profunda de los entornos de trabajo, con el fin de que, una vez más, los empleados sean el centro de atención. Para Amplifon, la tecnología ayuda a automatizar las tareas repetitivas y proporciona a los trabajadores las herramientas que necesitan para hacer el mejor uso posible de su intuición, ingenio y procesamiento del pensamiento.
  3. Conexiones Amplifon, con programas de mentoría, coaching y gestión de cambios, a fin de eliminar los silos y crear conexiones y contactos en todos los niveles del Grupo.
  4. Liderazgo Amplifon, ofrece cursos dedicados de liderazgo y gestión que preparan a los “Directores del personal” y a los “Líderes del personal” para desempeñar el papel de apoyo clave en la capacitación de los empleados a fin de que crezcan y se conviertan en un ejemplo para el Grupo.

En base a estos cuatro pilares, Amplifon ha creado un curso de formación que ofrece:

Las mismas oportunidades de formación para todos los empleados, independientemente de su ubicación o de su tarea específica – porque Amplifon cree que los conocimientos no deberían tener límites

Acceso a formación en cualquier lugar, en cualquier momento y desde cualquier dispositivo – garantizando así libertad total en función de las necesidades de cada persona

La oportunidad de desarrollar habilidades técnicas y transferibles, como la creatividad, la imaginación, las habilidades de gestión de proyectos o la ética

Contenidos atractivos y estimulantes, gracias a la lógica de la ludificación

Priorización de los contenidos de formación, utilizando algoritmos que tienen en cuenta las necesidades, preferencias e intereses de las personas

“En Amplifon, creemos que nuestros empleados son el elemento más importante de nuestro éxito. Gracias a nuestro talento, ayudamos a personas con discapacidad auditiva a redescubrir la emoción del sonido,” afirma Laura Timm, Especialista global de talento y formación de Amplifon. “Estamos convencidos de que solo invirtiendo en el crecimiento profesional continuo, y apoyando y reconociendo el talento, nuestros empleados pueden superar cualquier limitación y forjarse una carrera próspera y satisfactoria. Amplifon siempre ha confiado en las personas que tienen la capacidad de enfrentarse a cualquier reto con la ambición de aprender, crecer e innovar y con la velocidad y la agilidad necesarias para marcar la diferencia cada día.”

Formación personalizada para una plantilla preparada para el futuro

La pandemia ha obligado a empresas como Amplifon a redefinir sus prioridades, y, una vez más, les ha abierto los ojos a la importancia de la formación y el desarrollo. Más específicamente, los grandes cambios que se han producido en el mercado laboral durante los últimos dos años han llevado a la empresa a invertir hoy en el desarrollo de lo que serán las habilidades claves de mañana.

Por ello, Amplifon ha decidido ofrecer a sus empleados cursos altamente personalizados y centrados en el talento y las habilidades. Para ello, la empresa apuesta por un enfoque de “experiencia completa”, basado en una única plataforma común a la que puede acceder toda la plantilla global. Esta plataforma no solo se integra de forma armoniosa en la vida laboral de los empleados, sino que además es capaz de estimularles a consumir contenidos de formación personalizados que aumentarán su autonomía.

En mayo de 2021, Amplifon implementó la plataforma de formación de Cornerstone. Cornerstone es un proveedor de soluciones adaptativas de gestión de recursos humanos. Sus contenidos de formación se pusieron a disposición de la plantilla completa de Amplifon en todo el mundo al mismo tiempo. Desde entonces, gracias a su alto nivel de personalización y a su gran facilidad de uso, la plataforma se ha utilizado para reforzar los cuatro pilares de la estrategia de formación y desarrollo del Grupo y, en particular, para desarrollar habilidades funcionales y multifuncionales. Con respecto a las primeras, Amplifon por fin puede proporcionar contenidos hechos a medida, adaptados no solo a las habilidades actuales, sino también a las que se adquirirán en los próximos años para mantener el nivel de competitividad y seguir desarrollando las carreras de sus empleados. En cuanto a las habilidades multifuncionales – dada la velocidad de los cambios a los que están sujetos ahora todos los tipos de trabajos – Amplifon ha elegido proporcionar planes específicos que profundizan en los temas de los análisis de datos, la gestión de cambios y la gestión de proyectos. El objetivo consiste en incorporar la formación en el flujo de trabajo y hacerla realidad.

La formación como herramienta para superar las desigualdades

El mayor logro hasta el presente es el considerable aumento de la cantidad de horas dedicadas por los empleados a la formación; hasta la fecha, cada empleado ha completado un promedio de 24 horas de formación al año.

Gracias a una combinación de estrategia y tecnología, se han hecho avances importantes a la hora de poner a disposición contenidos de formación y desarrollo en cualquier momento y desde cualquier lugar y en el fomento de la formación colaborativa y la involucración de los empleados. Amplifon cree que la formación fomenta la igualdad de oportunidades para todos, independientemente de la experiencia personal, el género, la edad o el origen de cada uno. Los conocimientos no pueden sobrevivir si no se comparten.

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Content Anytime digitally supports multi-national skills-based transformation

Customer Story

Content Anytime digitally supports multi-national skills-based transformation

Headquartered in Paris, BNP Paribas Group operates in 72 countries and serves nearly 33 million clients worldwide, focusing on retail banking and services, corporate institutional banking, and investment solutions. The Learning and Development team at BNP Paribas wanted a Content solution that provided more up-to-date modern content, was easy to plug and play, was available at a reasonable cost, and reflected the professional diversity within its organisation. With Cornerstone Content Anytime (CCA), BNP Paribas gained all that and more. CCA scales with their business, transitions them away from classroom training, and is available anytime, anywhere. “Content Anytime contributes to our employees’ development by providing instant access to a diverse range of online training that is current, engaging, and informative. One day, Content Anytime will be part of our culture, and it will be part of who we are as a brand as well,” says Nasser Zabbar, learning & development manager at BNP Paribas Real Estate UK. In 2017, BNP Paribas set an aggressive business plan for the next four years. They called it the Road to 2020. To help the company achieve these goals the HR team created their own subset of this plan and turned to Cornerstone Content Anytime to help them achieve the goals of the Road to 2020. BNP Paribas talent goals and focus As a subset to the BNP Paribas strategic vision of the Road to 2020 — its 2017–2020 business plan — the HR team constructed their own talent plan with employees at the core. 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Offered variety, supporting the unique learning needs of a diverse workforce For BNP Paribas, diverse cultures and multiple languages are the norm. This is even more pronounced at BNP Paribas Luxembourg. As a small, landlocked European country, Luxembourg draws a major portion of its workforce from its surrounding neighbours, including Belgium, Germany, and France. BNP Paribas Luxembourg (BGL) employees speak German, French, and English. With the recent purchase of a subsidiary of another bank, they had an influx of Dutch speakers as well. Because of this diversity, they were looking for a solution that embodied a variety of pedagogical approaches, different languages, and different modalities due to the move away from classroom training, different levels of content, and of course, cost-effectiveness. Content Anytime hit the mark offering a diverse variety of content in multiple languages and formats, which felt culturally relevant for their global workforce. 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In the soft skills area, BGL did have a lot of courses available in its training centre. Before the COVID crisis, they were prepared with a training strategy set up to digitalise the training they offer. With the pandemic, the need became urgent and the discussions with Cornerstone accelerated in order for BGL to be live with Content Anytime in May 2020. One important criterion for them was the need for a UX experience that was smooth and seamless for the users. Starting in 2019 and even before COVID, BGL had already begun moving away from classroom learning. Frederic Hieronimus, head of training and development at BGL, shared that BGL had previously seen that in-person classroom learning was preferred to digital online learning. Classroom training brought people together, and there was a social element where people preferred to meet in-person. In order to market online learning, they had to be cognizant of this and offer shorter, more convenient learning options. COVID changed the paradigm dramatically and made the switch and uptake of digital content expand dramatically. BGL’s estimate of learning content consumed digitally is likely to hit 80 percent for 2020 primarily due to COVID. In the time post-COVID, BGL still would like to retain a blended learning approach as they still see the need for contacts between individuals from different job functions, divisions, and sites. They want a balanced approach between digital content and classroom content. In the future, they plan on moving towards hybrid, blended learning solutions where there is opportunity to do some pre-work utilising Content Anytime offerings to supplement face-to-face learning. Williams also feels that down the road, basic soft skills training will not be provided in the classroom. She observes that online content is getting better and better, and people’s appetite to acquire information through digital sources is growing. BNP Paribas Real Estate UK is looking to make it 70/30 percent (virtual vs. in-person or Zoom). How BNP Paribas drove adoption of Content Anytime They started running a pilot Through the guidance of its Group counterparts, the L&D team of BNP Paribas Real Estate UK was the first of the Group’s entities to select and implement the Cornerstone Content Anytime library in October 2018. They started with a pilot session engaging around 20 employees from different regions and different departments in order to ensure the content worked for the employee base, and that the solution was robust. They built marketing tools to drive excitement and adoption Once CCA Professional Skills and CCA Leadership & Management subscriptions were launched, building awareness and adoption was an ongoing and multi-step process. The Real Estate UK unit’s internal launch campaign included contacting each office, enabling email pushes, creating a Star Wars-themed video, and building playlists shared through email signatures to drive adoption. Some users shared that they thought the new content was great and pointed out particular courses. During a re-launch in September 2019 due to the introduction of Learner Home, the new LMS home page, the user interface provided for a better experience. Visually, the new website looked a lot more like Netflix and iTunes, for example. Williams applauded, “The ability to create playlists through Learner Home was super cool.” Learnify — A BNP Paribas Luxembourg marketing tool According to Rebecca Wong, programme manager, group HR strategy & transformation with BNP Paribas Group, “...the biggest failure we have seen in terms of content is that if you just leave it in the system, no one is going to take it.” Wong continued, “...I think that is why Cornerstone Cares [a free platform featuring online courses designed to help anyone protect themselves and others from the coronavirus, practice self-care to manage the stress and isolation of quarantine, stay productive while working from home, and mitigate or eliminate unconscious bias] was a big success [because of good marketing].” Prior to CCA, most training offers had been done using the “pull” model where employees identified training they wanted and had their manager approve the request. CCA enabled BGL to shift more towards a “push” model where a playlist was created and used to “push” offerings each month. Each month since BGL went live with CCA in May 2020, the team creates a playlist revolving around a theme that is linked with the orientation of the bank or with current worldwide news. For example, with Mobility Week taking place in June, the June playlist centred around “mobility” which focused on internal career transitions with topics such as creating a CV and interview techniques. July’s playlist was focused on “resilience,” and August’s playlist topic was “remote working.” BGL branded the CCA training offer “Learnify” and uses playlists to create a blended learning approach. Those playlists are promoted on the Connect community pages from Cornerstone. To further market Learnify, headphones with the branded Learnify logo were also distributed. In terms of managerial development, BGL decided to purchase a CCA Leadership & Management license for each manager. They had already developed a workshop focusing on seven competencies and wanted to push content linked to those skills. Skills-tagging for course content was very important to ensure relevant coursework was aligned with BGL’s managerial competency matrix. The path forward Audrey Matton, project officer of solution, deployment & service learning with BNP Paribas SA Brussels, concluded, “As a global multinational, we are pleased to be able to introduce and recommend innovative and tested learning solutions to our diverse employee base across our varied business entities. Content Anytime provides a lever in that direction. Currently, the BNP Paribas Group already has more entities waiting in the wings to subscribe to Content Anytime within a group frame contract.”

What’s your career agility quotient?

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