Learning Experiences

The People behind Davies: Tim Slater

Tell us a bit about you

I’m a Digital Experiences Consultant for the Learning Experiences team at Davies. I’ve been in the L&D space for almost six years now. I started with a telecoms company where I built five-to-ten-minute videos explaining to our customers how to place orders and troubleshoot broadband connections. I moved from there to the University of Manchester – this was an interesting role working with their Learning and Development team where I built content for the employees internally.

 

Tell us about your role. What do you do, and what challenges does it bring?

What we do as a team is speak to clients and uncover their training needs which vary from one business to the next. My personal involvement in that would be on the digital side, creating digital learning modules, graphics and other learning content such as interactive PDFs.

The challenges are part of what makes the role interesting – I don’t see them as negatives. The biggest challenge I face in my role is the timescales of a project. For example, the project that I’ve been working on recently was quite tight. Ensuring that we’re hitting the briefs, covering the client’s needs in the allocated amount of time, and keeping the content up to date can all be a challenge. However, we offer these relatively short timescales to provide excellent value for money for our clients.

Another challenge is keeping on top of the current trends within L&D and driving the change that we want to see in the space rather than being told what to do. I find it a challenge personally because doing the research and reading the blogs takes me outside my comfort zone and takes a lot of time. It’s fun too as it pushes you and you get to see new ways of doing things that you can learn from. It’s about training yourself to take the time to do it because it’s important when you’re trying to learn new approaches.

 

What made you want to work in this industry?

I really enjoy seeing people be the best they can be. Learners may start at a programme with a low level of confidence and unsure of what they want to do, but you see that confidence grow throughout their journey. We often do evaluations to gain feedback, and hearing how positive they feel once they’ve been through that experience is a good motivator for me.

In terms of consultancy, you’re moving into the space where you’re working with market-leading brands and learning how they work as an organisation and being able to meet new people, and really getting to know what their challenges are and how can we solve them – and tackling those challenges gives me great satisfaction.

 

What do you see as the biggest challenge to customer experience (CX) in 2022?

A lot of people say the same thing and in my mind a lot of it relates to the pandemic.

Big organisations are shifting more towards online platforms for their customers than ever before. I think that kind of change, although it was happening anyway, really is the biggest challenge.

Keeping that customer-first focus when operating remotely is hard for a business, especially when their bottom line might be taking a hit. Keeping your mind on the customer when so many other factors are going on in the background can be a real challenge.

 

What are we doing as an organisation to address that challenge?

We get really involved with the ins and outs of a company during our in-depth analysis of identifying their challenges. We look at their approach to CX and what their customer service employees could do better. For instance, are the sales staff failing to spot cross-selling opportunities for products closely related to something that somebody’s buying? It’s quite challenging to get to the root of why the customers are not returning. We really get into the nitty-gritty and by the end of the project, the client almost feels like we are working as part of their team rather than an external consultancy – which is great!

 

If you could go back and give younger you any kind of career advice what would it be?

Be open to opportunities that you didn’t think you would necessarily go for. An example of that is when I graduated University, I was very heavily technology focused and once I started to work in the industry it didn’t inspire me in the way that I thought it would. An opportunity for a customer service trainer came up and I just thought why not give it a go. If I hadn’t had an open mind set, I wouldn’t have gone for it. So, my advice would be not to religiously pursue one single goal at the cost of other opportunities.

 

Our Learning Experiences team works with organisations worldwide to create results-driven learning experiences.
If you want to discuss how we help organisations get the best out of their people, please get in touch.

Tim Slater
Digital Experiences Consultant
tim.slater@davies-group.com
https://www.linkedin.com/in/tim-slater-4a178141/

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