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Paradigm Shift in Learning, Performance and Experience Management for Employees and Agents Alike

The Society for Human Resource Management (SHRM) partnered with SAP Success Factors to conduct a webinar on Paradigm shift in learning, performance and experience management for employees and agents alike. The webinar took place on the 28TH of July 2021

The webinar witnessed enthusiastic participation from a keen and very astute panel gracing the occasion with their esteemed presence. We had the following speakers with us:

  • Mr Atul Mathur – Executive Vice President, Aditya Birla Capital
  • Mrs Seema Singh – CHRO & CFO, India Post Payments Bank
  • Mr Praveen Menon – Chief People Officer, IndiaFirst Life
  • Mr Judhajit Das – CHRO, ICICI Prudential Life Insurance
  • Mr Gaurav Sawant – HR Tech Advisory, SAP Success factors
  • Mr Gautam Sanghaneria – Sr Pre-Sales Specialist, SAP Success Factors
  • Ms Amandeep Kaur – Solutions Specialist SAP Success Factors
  • Mr Arun Dhadhich – BFSI- HXM Business Lead, SAP Success Factors

The session was moderated by Nitya Kumar – Talent Diagnostics and Knowledge Advisory, SHRM India

In this special session, we discussed how CHROs need to make their organizations future-ready by not only creating a sustainable technological ecosystem but also developing tools and skills to correctly and smartly shape performance, learning and experience management of employees and agents.


The strategy of any organization should be towards the achievement of corporate goals and objectives, cost and budget optimization and planning and forecasting. For this to work, all functions should be aligned between the various sales organizations, sales roles and the laid down quotas and targets.. Demand generation, sales execution and resulting sales compensation all cohesively work towards the execution of the strategy. In the realm of sales, the use of strategic sales levers can drive the overall sales experience of the employees.

Results of sales are directly aligned with performance of an individual. The overall sales experience for the employee becomes positive when it is fair, achievable, transparent, accurate and predictable. This also mitigates disputes. SAP Success factors put forth some key areas where they look to get maximum Returns on Investment (ROI). These include compensation spend, sales experience, comp admin experience, sales behavior, productivity and compliance and risk.


In the new world of work, the top priorities of any organization are dealing with talent displacement, ensuring business continuity, employee health and safety, managing communication, supporting remote workers and facilitating collaboration between them.

Towards this, an effective framework for re-skilling and up-skilling needs to be set up. Skill development should build expertise and ought to be mapped with the job roles. Career development and succession not only improves employee experience but also empowers HRBP and end-users.

It is important to create a learning journey as a part of employee experience. This is important for a seamless work flow, employee engagement, taking ownership and making learning more relevant and personalized.

The learning intelligence platform is an easy to use, mobile ready and consumer friendly platform. Content provided by these platforms should be best-in-class, well curated and tailor made for the employee to improve overall learning experience. Such tech platforms go a long way in providing multi-modal learning journeys and reducing manual mentorship.


Whilst digitization has occurred rapidly in the last two years, HR leaders have also had to ensure that employees are comfortable, included and engaged. This can be further improved by ensuring that people are comfortable using technology in a work from home climate.

Some leaders are also fostering an environment of peer-to-peer recognition and motivation, where employees are recognized and complimented for their hard work through certificates of accomplishment.

It is imperative that companies create several ‘wow’ moments for their employees. This can be done by anticipating employee needs well in time and being proactive.


Process efficiency can already be seen through the ingress of AI, ML and robots. The next few years are difficult to fathom and one cannot say with certainty what will be the skills required by the workforce. However, employees can be made future ready by inculcating agility awareness. Technology has democratized learning.

It is now available on mobiles and employees can learn while on the go. However, content is still the king. There is tremendous influence from other companies such as Coursera and Udemy .People have different ways of learning and content has been curated. However the onus of learning still lies on the employee.


Mr Atul Mathur - “Focus should be on people-centric organizations who delve on personalization and the human element”

Mr Judhajit Das - “Use available platforms of learning instead of re-inventing the wheel. The approach should be hybrid where we utilize technology to up-skill and give employees well-curated content”

Mr Praveen Menon - “Technology has come of age. The focus should be on content. It should be relevant, easy to implement and easy to recall”

Mr Gaurav Sawant - “Employee experience is directly related to customer experience. Engaged and happy employees are able to better attract and retain customers and thus improve business bottom line”

Mr Gautam Sanghaneria - “Employees must become continuous learners and keep learning to stay ahead of digitization. Upskilling must be done on priority”

Ms Amandeep Kaur - “Personalizing employee experience through data analytics can change things for the better. Collecting data, visualizing the data and creating action plans will improve employee engagement and experience”

Mr Arun Dhadhich - “Employee learning experiences can be made better when the curriculum given to them is seamless and impactful”


Employees need to be engaged in a different matter in order to improve their overall experience. Learning, belongingness, performance management and collaboration are tools that can help do this. Collecting regular feedback from employees is important but this should also translate to action. Listening to employees through surveys, understanding and analyzing data touch points and acting in accordance will go a long way in improving employee experience.

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