Customer Story

Amplifon met l'accent sur les talents et favorise l'apprentissage collaboratif

16.000

Employees

Retail

Industry

2020

Customer Since

Une histoire d'excellence dans les aides auditives

Fondée en Italie en 1950, Amplifon est une multinationale leader sur le marché de la vente au détail de soins auditifs. Grâce à une recherche continue dans le domaine des prothèses auditives et à des études approfondies en audiologie, oto-rhino-laryngologie et phoniatrie, Amplifon accompagne ses clients dans leur sélection des meilleures aides auditives disponibles. L’entreprise prend en charge l’ensemble du processus, de la distribution au service après-vente en passant par l'installation, le service relation client constituant la véritable valeur ajoutée du groupe Amplifon.

Le groupe comporte un réseau italien de plus de 600 centres et plus de 3 000 points de service. À l'échelle mondiale, Amplifon exploite 9 200 points de vente dans 25 pays et emploie environ 18 600 salariés et entrepreneurs.

Investir dans l'humain

Les objectifs d'Amplifon comprennent l'offre d'une expérience innovante à ses clients, la stimulation de la croissance sur des marchés clés à travers le monde et le développement d'une entreprise de plus en plus efficace où le talent des personnes fait toute la différence.

Pour mener à bien le dernier point de sa mission et poser les bases sur lesquelles reposera l'avenir de l'entreprise, Amplifon a défini une stratégie de formation et de développement sur cinq ans (2020-2025). Le plan L&D intégré esquissé par le groupe repose sur quatre piliers :

  1. Amplifon awareness afin de sensibiliser le personnel à la stratégie de l'entreprise sur les activités au sein des différentes unités organisationnelles et sur la contribution de chacun à la réussite du groupe. Cela garantira que chaque individu dispose de tous les éléments nécessaires pour prendre des décisions et faire la différence chaque jour.
  2. Digital empowerment pour une numérisation toujours plus approfondie des environnements de travail afin que les personnes redeviennent le centre des priorités. Pour Amplifon, la technologie permet d'automatiser les tâches répétitives et de donner aux collaborateurs les moyens requis pour tirer le meilleur de leur intuition, de leur ingéniosité et de leur réflexion.
  3. Amplifon connect qui comprend des programmes de mentorat, de coaching et de gestion du changement dans le but de supprimer les silos et de créer des liens et des contacts à tous les niveaux du groupe.
  4. Amplifon lead avec des cours dédiés au leadership et au management visant à préparer les « People Managers » et les « People Leaders » à jouer le rôle clé de soutien pour permettre aux gens de grandir et de devenir un exemple pour le groupe.

Sur la base de ces quatre piliers, Amplifon a mis en place une formation qui propose :

  • Les mêmes possibilités de formation pour tous les collaborateurs, quels que soient leur emplacement ou leur tâche spécifique – car Amplifon a la conviction que les connaissances doivent être sans limites
  • L'accès à la formation de n'importe où, n'importe quand et depuis n'importe quel appareil – ce qui garantit une liberté totale en fonction des différents besoins des individus
  • La possibilité de développer des compétences techniques et transférables telles que la créativité, l'imagination, les compétences de gestion de projet, l'éthique
  • Des contenus engageants et stimulants grâce à une logique ludique

La priorisation des contenus de la formation à l'aide d'algorithmes qui tiennent compte des besoins, des préférences et des centres d'intérêt des personnes

« Chez Amplifon, nous pensons que les personnes sont les éléments les plus importants de notre réussite. Grâce à nos talents, nous aidons les personnes malentendantes à retrouver toutes les sensations du son », indique Laura Timm, Global Talent and Learning Specialist chez Amplifon. « Nous sommes convaincus que seuls l'investissement dans un développement professionnel continu et la promotion et la reconnaissance des talents permettront à nos collaborateurs de surmonter leurs éventuelles limites et d'avoir une carrière prospère et épanouissante. Amplifon a toujours eu confiance en la capacité des personnes à relever chaque défi dans l'optique d'apprendre, de grandir et d'innover avec rapidité et flexibilité pour faire une différence au quotidien. »

Une formation sur mesure pour un personnel paré pour l'avenir

La pandémie a contraint certaines entreprises comme Amplifon à redéfinir leurs priorités, insistant une fois de plus sur l'importance de la formation et du développement. Plus précisément, les changements majeurs survenus sur le marché du travail ces deux dernières années ont incité l'entreprise à investir aujourd'hui dans le développement des compétences qui seront incontournables à l'avenir.

Amplifon a donc décidé d'offrir à ses collaborateurs des cours très personnalisés, axés sur les talents et les compétences. Pour ce faire, l'entreprise privilégie une approche « expérience complète » reposant sur une plateforme commune unique, accessible à l'ensemble du personnel mondial. Non seulement cette plateforme s'intègre harmonieusement dans le quotidien professionnel des salariés, mais elle peut également stimuler ces derniers grâce à des contenus de formation personnalisés qui renforcent leur autonomie.

En mai 2021, Amplifon a ainsi mis en œuvre la plateforme d'apprentissage de Cornerstone. Cornerstone est un fournisseur de solutions adaptatives pour la gestion des ressources humaines et ses contenus de formation ont été mis en même temps à la disposition de tout le personnel d'Amplifon dans le monde entier. Depuis, grâce à son niveau élevé de personnalisation et à sa simplicité d'utilisation, la plateforme a été mise à contribution pour renforcer les quatre piliers de la stratégie L&D du groupe et, plus particulièrement, développer des compétences fonctionnelles et interfonctionnelles. En la matière, Amplifon peut enfin proposer des contenus sur mesure axés sur les compétences actuelles, mais également sur celles à acquérir dans les prochaines années afin de garantir la compétitivité de l'entreprise et de développer davantage encore la carrière de ses collaborateurs. Concernant les compétences interfonctionnelles – compte tenu de la rapidité du changement à laquelle chaque type d’emploi est maintenant soumis – Amplifon a choisi de proposer des voies spécifiques autour de thématiques telles que l'analyse de données, la gestion du changement et la gestion de projet. L'objectif est d'intégrer l'apprentissage dans le flux de travail et d'en faire une réalité.

La formation comme outil pour surmonter les inégalités

À ce jour, la plus grande réalisation est l'augmentation considérable du nombre d'heures consacrées par les collaborateurs à la formation ; aujourd'hui, en moyenne, chaque collaborateur totalise 24 heures de formation par an.

Grâce à un mélange de stratégie et de technologie, d'importants progrès ont été réalisés pour rendre la formation et le développement accessibles à tout moment et de n'importe quel endroit, et encourager l'apprentissage collectif ainsi que l'engagement des collaborateurs. Amplifon a la conviction que la formation promeut l'égalité des chances pour tous, indépendamment du vécu, du sexe, de l'âge ou de l'origine. Le savoir est voué à disparaître sans transmission.

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New Belgium engaging the right job candidates

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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. This plan focused on employees’ learning and development (L&D) and strives to continuously improve the employee experience by: Anticipating future required skills brought about by digital transformation Understanding employee learning needs in-depth Creating personalised and relevant HR offerings Across all business entities, each L&D team is committed to continuous learning and development of their employees. 4 key L&D focus areas for 2020 Technical business skills Soft skills Transformation (digital, agile, remote working) Compliance The challenges they faced Needed to make training easy, accessible, and relevant across the organization (ATAWAD) Wanted more up-to-date, modern learning content library that is aligned with soft skills and digital transformation Needed a library of content that supports multiple languages and learning preferences to engage their diverse employees. Needed to make training easy, accessible, and relevant across the organization (ATAWAD) Content Anytime as an enabler for modern, blended learning Previously, leadership and management training were outsourced, and when Zabbar led an effort to bring this in-house, CCA became an enabler for a blended-learning solution. The approach was to use online content through the CCA Leadership & Management subscription as a precursor of what was coming. When the employee trained on one subject, the L&D team would suggest some slightly different content on the same topic within CCA to reinforce the prior training. As an example, during the seasonal appraisal period, Natalie Williams, L&D coordinator at BNP Paribas Real Estate UK, would put together playlists of relevant content that touched on performance reviews. These playlists focused on topics like how to have good or difficult conversations, how to give feedback, and how to prepare for a performance review. 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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