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Education360 THE OPERATING SYSTEM FOR YOUR INSTITUTION OPERATIONALISING AND OPTIMISING STUDENT RETENTION IN THE NEW NORMAL Higher Education Leaders Roundtable Discussion Proudly brought to you by
Roundtable Agenda THE NEW NORMAL Brief introduction to the Moderators 9X5 Consulting Defining the New Normal Discussion 1 OPERATIONALISING RETENTION Operationalising Retention Retention Capability Maturity Model Quick Poll Discussion 2 PATH FORWARD Final Summary Next Steps Close IMPLEMENTATION
About the moderators Lyndon Apthorpe Chief Information Officer 20 year career helping organisation operationalise their data Domo Strategic Advisor Solution Architect Numerous data driven customer retention and acquisition programs Program Director of Big Data initiatives Multiple sectors industries Stuart Fern Chief Technology Officer 15 years involved in data driving digital transformations in a range of industries Began in software development and have lead all phases of software sales implementation and management 4 years as a Domo employee 2 years as the lead Domo technical evangelist across APAC
New Normal Definition of New Normal A new normal is a state to which an economy society etc settles following a crisis when this differs from the situation that prevailed prior to the start of the crisis Old Normal Current COVID 19 World New Normal Stable Dependable Unstable Uncertain Robust flexible adaptable Strategic Aspiration Reactionary Tactical Strategic Imperative Self Directed Mandated Enforced Self Imposed
Retention in the New Normal Retention in Old Normal Retention in COVID Retention in New Normal Observational Disconnected Data Driven Reactive Responsive Reactive Tactical Operationalised Always on Long Feedback Loops Uncertain outcomes Fast Feedback Loops
Discussion 1 From the perspective of the current COVID world and your role in your institution what are you seeing emerge as the most critical data you need to support your students now and through the transition into the new normal 3 4 responders 2 mins each
Operationalising Retention In Higher Education Retention Definition For Higher Education Latency between an event insight about that event and the action taken to drive a mutually favourable outcome for both the Institution and the student
Retention Capability Maturity Model A Data Capability Maturity Model B Operational Maturity Model Latency between events and insight generated by those events Latency between the insights and the right action taken to drive a mutually beneficial outcome for both the Institution and the student Align Digitised all of the important operational business processes Single repository all of the digitised information Consolidate align actionable insights from multiple systems Generate predictions about key business outcomes Automatically prescribe the best course of action based on predictions Staff Lead Student Lead Reactive student initiated contact to support services Maturity Automation Transform Outreach Benefit Predict Consolidate Digitise Operational Capability Maturity Prescribe Reactive observational staff initiated support Proactive data driven student outreach program Operational transformation improvement initiatives Maturity Stabilise all aspects of your Institutions value chain Intelligent Intervention Triage Support Model Impact Data Capability Maturity
Where does your Institution sit in the data capability maturity model Latency between events and insight generated by those events Digitise Digitised all of the important operational business processes Predict Generate predictions about key business outcomes From 1 to 10 rate where you know feel or believe your Institution is placed Data Capability Maturity Predict Align Consolidate Consolidate Digitise Single repository all of the digitised information Prescribe Align Automatically prescribe the best course of action based on predictions Consolidate align actionable insights from multiple systems Prescribe 2 4 6 Maturity 8 10 Benefit A Data Capability Maturity Model
Where does your Institution sit in the operational capability maturity model Latency between the insights and the right action taken to drive a mutually beneficial outcome for both the Institution and the student Student Lead Reactive student initiated contact to support services Transform Operational transformation improvement initiatives From 1 to 10 rate where you know feel or believe your Institution is placed Operational Capability Maturity Staff Lead Outreach Proactive data driven student outreach program Student Lead Automation Intelligent Intervention Triage Support Model Transform Outreach Staff Lead Reactive observational staff initiated support Automation 2 4 6 Maturity 8 10 Impact B Operational Maturity Model
Operationalising Retention Through Data Process Operationalised Customer Retention Program Data from multiple systems and processes from across the organisation Level 2 of the Data Capability Maturity Model Consolidate Level 3 of the Operational Capability Maturity Model Outreach Blend of reactive and proactive outreach Drove 250m of direct benefit over 3 years with a small outreach and data team Catalyst for multiple Level 4 business improvement projects Transform Keys to success Data Capability Data was the centralised from multiple sources Low latency from event to insight 24hrs Holistic view of the customer provided deeper insight to the outreach team for more informed conversations Operational Capability Dedicated customer retention outreach team Low latency from insight to action 24hrs Central team capturing and documenting customer pain points driving operational improvements
Discussion 2 Given the competing yet complementary priorities of the data and operational maturity model how do you prioritise where to start based on where you see your Institution in this journey Open to the group 2 mins each
Final Summary
Education360 THE OPERATING SYSTEM FOR YOUR INSTITUTION OPERATIONALISING AND OPTIMISING STUDENT RETENTION IN THE NEW NORMAL Higher Education Leaders Roundtable Discussion Proudly brought to you by
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