1 ©2012 LIT OnLine – proprietary & confidential helping people remember what matters Larry Schwartz Mitesh Desai April 18, 2013

1 ©2012 LIT OnLine – proprietary & confidential

helping people remember what matters

Larry SchwartzMitesh Desai

April 18, 2013


Dennis R. BermanChairman, founder, inventor

40 year track record as an entrepreneur, business visionary and investorBuilt, managed and successfully sold 3 companies

Plagued by inefficiency and the cost of retraining and re-communicatingInvented LIT® Online in 2003; beta-tested across 32 disparate industries, 22,000 professionals and learnersEstablished the Berman Laboratory for Learning and Development at The Center for BrainHealth, dedicated to cutting edge research in brain science

Toni PortmannChief Executive Officer

30 years executive and leadership experiencein executive management, services, sales and marketing

Former CEO of Stream, Inc a global BPO leader with 30

contact centers in 16 countries and over 15,000 employees

Served on the Board of Directors of The Center for BrainHealth, where she met Dennis Berman

Piloted LIT® with Sirius Satellite Radio

LIT® Leadership


What is LIT, anyway?

Patented methodology engaging the learner to ‘lock in thought’ … (which is where it got its name)

Custom content authoring tool … (its Yours or Theirs!)E-learning SaaS hosted platform … (our Cloud or your LMS)Not a curriculum replacement … (just a powerful add-on)

LIT drives results!

Learner retains 90+% of information Adult learner driven, not trainer/teacher drilled‘Gamification’ drives engagementKnowledge retention creates competence which drives confidence Competence and confidence drive performance


− Less than of information 10% is remembered

− Trainer/Teacher quality and student /learner style vary greatly

− One-time review of content doesn’t ‘stick’

− Trainer determines when student moves forward or “gets it”

+ Over 90% of information is remembered

+ All students using LIT ‘get it’ regardless of Trainer/Teacher capability and/or student/learner style

+ Spaced repetition drives knowledge mastery

+ Students complete the material at their personal pace and do it until they “get it AND remember it!”

LIT is Better Than Traditional Learning Alone

Traditional Learning LIT Online

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=EFoDqDcvyhXvyM&tbnid=YRoQE3RUwNTEiM:&ved=0CAUQjRw&url=http://www.readingpl.org/teens/grownups/&ei=zxg5UbfkMafU2QWMpYH4AQ&bvm=bv.43287494,d.aWc&psig=AFQjCNHGNBMc9QUJcN4zFdI4bLc43Ecz8g&ust=1362782786494533


delivering unprecedented performance through retained critical knowledge

LIT® is a patented methodology ande-Learning platform that Locks In Thought

The LIT® OnLine Vision

LEARNINGWITHOUT RETAINING

ISN’T LEARNING !!!!


80% - 90%Retained

On Average

100%Accurately

100%Received

Learning With LIT®

100%

10% - 20%Retained

On Average

Filter 3InformationRetained

Approximately

40%Accurately

Filter 2Information Received

Accurately

Filter 1InformationReceived

Approximately

70%Received

InformationCommunicated

Traditional Learning

100%

Solving the problem of retention


100% of information is received

100% of information is received accurately

and . . .

Repetition – spaced over multiple days

Repetition – learner driven, not instructor drilled

Repetition – practice makes perfect

Learning without retention is not learning! perfect practice makes perfect!

How LIT® works


Knowledge is the foundationfor critical thinking

Bloom’s Taxonomy| arrange | define| describe | examine | identify | memorize| recall | recognize| relate| select |

criti

cal t

hink

ing

and

beha

vior evaluation

synthesis

analysis

application

understanding

KNOWLEDGE


Key Critical Knowledge

Performance

is aMandatoryPrerequisite

for the

The keys to performance

Applicationof Knowledge


Day 1

IntroductoryRound

RetentionRounds

17 minutes/module

Day 3

RetentionRounds

4 minutes/module

Day 2

RetentionRounds

8 minutes/module

5 Learning Points3 days, same materialPerfect practice

LIT® program methodology


LIT® Application Demonstration


helping people remember what matters

LIT Results


0.093 0.25 0.42 0.575 0.71 0.93 10

1

2

3

4

5

6

7

8

9

10

11

12

Control Group Treatment Group

Learner Scores

Scor

e Fr

eque

ncy

AT&T Ethernet Sales Training

Control ASSESSMENT

(WITHOUT LIT®)

TreatmentASSESSMENT(WITH LIT®)

31.48% 86.15% ↑173.67%

PercentIncrease

WITH LIT®

Average Assessment Score per Learner

Research Parameters

4 TreatmentClasses

4 ControlClasses

DisparateInstructors

DisparateLearner Types

Statistically SignificantResults

Confidence Interval+/- 5%

Statistically proven results!Normalizes variability for instructor and learning style

26%90 day sales results

66%90 day sales results


Impact with LIT®

Impr

ovem

ent

12/08 12/15 12/22 12/26 01/05 01/12 01/19 01/26600605610615620625630635640645650655

637633

630622

621619

617

607

651 651 649646

648 650652

644

Q1 (7 Agents) Q2 (9 Agents) Q3 (3 Agents) Q4 (6 Agents)45%

50%

55%

60%

65%

70%

75%

80%

85%

50.4%

62.4%

70.9%

79.7%

64.0%67.2%

75.5%80.1%

14% increase in

Quartile 1 SAT!

AHT decreased 5% with LIT!

AHT Trend Line LIT Group AT&T Team

Net Rep SAT Quartile Comparison Before LIT After LIT

LIT® Pilot Assessment Scores30 AT&T Agents RETENTION INCREASE

AFTER LIT®BEFORE LIT® AFTER LIT®

35% 91% 160%

Net Rep SAT Trend Line LIT Group AT&T Team

12/08 12/15 12/22 12/26 01/05 01/12 01/19 01/2660%

62%

64%

66%

68%

70%

63.7%

65.0% 64.9% 64.1%

66.0%

68.8%

69.3%

69.0%

60.9%61.5%

62.1%62.4% 62.6%

64.6%65.3%

66.3%

Impr

ovem

ent

Q1 (7 Agents) Q2 (9 Agents) Q3 (3 Agents) Q4 (6 Agents)400

450

500

550

600

650

700698.8

652.3629.5

586.9

668.7

608.7 609.9

548.6

AHT Quartile Comparison Before LIT After LIT

Net Rep SAT

increased 5% !

Improvement in ALL quartiles!


WE 09/22

WE 09/29

WE 10/06

WE 10/13

WE 10/20

WE 10/27

WE 11/03

WE 11/10

WE 11/17

WE 11/24

WE 12/01

WE 12/08

WE 12/15

WE 12/22

WE 12/29

5%10%15%20%25%30%35%40%45%50%55%60%

53.6%

33.3%

42.9%

57.1%

36.4%

50.0%

29.5%

7.7%

42.9%

30.0%

58.3%

27.3%

33.3%

12.5%

28.7%

Quality Defect: Verification

WE 09/22

WE 09/29

WE 10/06

WE 10/13

WE 10/20

WE 10/27

WE 11/03

WE 11/10

WE 11/17

WE 11/24

WE 12/01

WE 12/08

WE 12/15

WE 12/22

WE 12/29

480

490

500

510

520

530

540

550

560

511

546

502

519

528

555

544

507 511

543

499 497

508505

482

AHT

30-39% 40-49% 50-59% 60-69% 70-79% 80-89% 90-100%0123456789

101112

Assessment Distribution Pre-Assessment Post-Assessment

Assessment Scores

Scor

e Fr

eque

ncy

The Impact of LIT®

KPIs and trend lines improve with LIT®!

Pre-LIT Post-LIT

Impr

ovem

ent

Pre-LIT

Post-LIT

Impr

ovem

ent

LITWeek

LITWeek

Average: 47%

Average: 91%

AHT improved 4.2% using LIT!

Verification improved 12.9%

using LIT!

With LIT, learner

knowledge retention

improved 94%!


WE 10/13

WE 10/20

WE 10/27

WE 11/03

WE 11/10

WE 11/17

WE 11/24

WE 12/01

WE 12/08

WE 12/15

WE 12/22

WE 12/29

WE 01/05

WE 01/12

50%

55%

60%

65%

70%

75%

80%

85%

90%

54.6%

89.3%

73.7%

70.0%

60.7%

69.8%

76.7%

75.0%

82.0% 81.3%

78.1%

87.0%

68.4%

61.5%

Issue Resolution

WE 10/13

WE 10/20

WE 10/27

WE 11/03

WE 11/10

WE 11/17

WE 11/24

WE 12/01

WE 12/08

WE 12/15

WE 12/22

WE 12/29

WE 01/05

WE 01/12

10%

15%

20%

25%

30%

35%

40%

45%

50%

15.4%

26.7%

29.2%33.3% 35.3%

26.3%

36.4%

14.3% 16.7%

37.5%

30.0%

45.5%

20.0%

26.7%

Quality Defect: Conveys Interest & Empathy

WE 10/13

WE 10/20

WE 10/27

WE 11/03

WE 11/10

WE 11/17

WE 11/24

WE 12/01

WE 12/08

WE 12/15

WE 12/22

WE 12/29

WE 01/05

WE 01/12

640

720

800

880

960

1,040

1,120

1,200

797

939

1,184

760752 731

792722

704670 648

684671 708

AHT

10-19% 20-29% 30-39% 40-49% 50-59% 60-69% 70-79% 80-89% 90-100%

0123456789

101112


Assessment Scores

Scor

e Fr

eque

ncy

The Impact of LIT®


Pre-LIT

Post-LIT

Impr

ovem

ent

Pre-LIT

Post-LIT

Impr

ovem

ent

LITWeek

LITWeek

Average: 33%

Average: 81%

AHT improved 13% using LIT!

Interest &

Empathy improved

6.5% using LIT!

Pre-LITPost-LIT

Impr

ovem

ent

LITWeek

Issue Resolution improved 4.3%

using LIT!

With LIT, learner

knowledge retention

improved 146%!


LIT’s Impact onRetention & Performance

LIT® increases knowledge retention and improves KPI trendlines!

FCR PERFORMANCE

FCR

Improved

Dramatically!

17 Agents20 key elements2 hours in LIT !

LIT WORKS!


WE 11/17 WE 11/24 WE 12/01 WE 12/08 WE 12/15 WE 12/22 WE 12/29 WE 01/05 WE 01/12 WE 01/19520

560

600

640

680

720715

647653

614

563577

555

564547

527

CRT (Call Resolution Time)

WE 11/17 WE 11/24 WE 12/01 WE 12/08 WE 12/15 WE 12/22 WE 12/29 WE 01/05 WE 01/12 WE 01/193.8

4.0

4.2

4.4

4.6

4.8

5.0

3.9

4.2

4.7

4.3

4.8

4.6 4.6

4.8

4.5

4.6

My Voc (Voice of the Customer)

Post LIT

Pre LIT

20-29% 30-39% 40-49% 50-59% 60-69% 70-79% 80-89% 90-100%0123456789

101112


Assessment Scores

Scor

e Fr

eque

ncy

The Impact of LIT®

With LIT, learner

knowledge retention

improved 140%!


Impr

ovem

ent

Pre-LIT

Post-LIT

Impr

ovem

ent

LITWeek LIT

Week

Average: 37%

Average: 89%

My Voc improved 10% using LIT!

CRT improved 12% using LIT!


WE 11/10 WE 11/17 WE 11/24 WE 12/01 WE 12/08 WE 12/15 WE 12/22 WE 12/29 WE 01/0521

22

23

24

25

26

27

2525

27

25

24

23

22 22

24

AHT

20-29% 30-39% 40-49% 50-59% 60-69% 70-79% 80-89% 90-100%02468

1012141618202224


Assessment Scores

Scor

e Fr

eque

ncy

Comcast Results with LIT®

BEFORE LIT® AFTER LIT®

RETENTION INCREASE

AFTER LIT®

42% 92% 121%

LIT® Pilot Assessment Scores28 Comcast Home Agents

Training Remotely

With LIT, learner

knowledge retention is

significantly greater!

Impr

ovem

ent

LITWeek

AHT improved 10.5% using LIT!


LIT’s Impact onRetention & Performance

LIT® increases retention and improves KPI trendlines!

CSAT PERFORMANCE RDR PERFORMANCE HANDLED CALLS4 Week

Improvement

LIT Group: 8.3%

ProSupt: 2.1%

4 Week

Improvement

LIT Group: 22.0%

ProSupt: -1.1%

4 Week

Improvement

LIT Group

handling 8%

more volume!


Q1 (4 Agents) Q2 (5 Agents) Q3 (6 Agents) Q4 (6 Agents)4%

8%

12%

16%

20%

24%

28%

32%29.5%

25.1%

18.7%

10.2%

17.8%

14.2%

17.8%

10.7%

DSAT by Quartile Before LIT After LIT

WE 09.09

WE 09.16

WE 09.23

WE 09.30

WE 10.07

WE 10.14

WE 10.21

WE 10.28

WE 11.04

WE 11.11

WE 11.18

WE 11.25

WE 12.02

WE 12.09

WE 12.16

8%

10%

12%

14%

16%

18%

20%

22%

24%

16.5%

23.4%

19.8%

16.7%16.2%

19.4%20.5%

17.2%16.4%

22.3%

11.8%

15.4%

19.2%

9.1%

10.8%

Customer Dissatisfaction (DSAT)

20-29% 30-39% 40-49% 50-59% 60-69% 70-79% 80-89% 90-100%0

2

4

6

8

10

12


Assessment Scores

Scor

e Fr

eque

ncy

Results with LIT®

Impr

ovem

ent

LITWeek

DSAT improved 17.4% using LIT!

With LIT, learner

knowledge retention is

104% greater!

Average:44%

Average:90%

Impr

ovem

ent11% decrease in

quartiles 1 & 2!

WE 09.09

WE 09.16

WE 09.23

WE 09.30

WE 10.07

WE 10.14

WE 10.21

WE 10.28

WE 11.04

WE 11.11

WE 11.18

WE 11.25

WE 12.02

WE 12.09

WE 12.16

55%

60%

65%

70%

75%

80%

85%

71.2%

59.4%

66.7%

74.0%

79.7%

73.3%

74.7%

69.2%

76.4%

70.1%

74.6%

75.0%

79.0%

78.6%

80.7%

First Call Resolution (FCR)

Impr

ovem

ent

LITWeek

FCR improved

7.8% using LIT!


American Express Blue Card and Home Agents

Before Using LIT®After Using LIT®

LIT® Improved All Key Metrics!Before Using LIT® After Using LIT®

FCR Net Promoter Rating BreakdownPromoter Neutral Detractor

30-39% 40-49% 50-59% 60-69% 70-79% 80-89% 90-100%0

2

4

6

8

10

12

Assessment Scores

Scor

e Fr

eque

ncy


COMPANY AVG. PRE-ASSESSMENTSTUDENT SCORE

AVG. POST-ASSESSMENTSTUDENT SCORE

1 - Insurance 50.00% 96.00% 2 - Insurance 51.92% 97.30% 3 - Marketing/Advertising 51.91% 96.15% 4 - Production/Distribution 23.50% 84.50% 5 - Healthcare 49.71% 90.00% 6 - Banking/Finance 44.65% 99.07% 7 - Banking/Finance 45.80% 88.80% 8 - Banking/Finance 45.20% 85.80% 9 - Aviation 26.92% 92.31% 10 - Aviation 44.42% 93.08% 11 - Sports/Entertainment 55.43% 86.29% 12 - Sports/Entertainment 48.04% 95.10% 13 - Legal Services 50.00% 86.45% 14 - Computer Software/Services 35.12% 90.73% 15 - Manufacturing 25.36% 91.30% 16 - Manufacturing 46.46% 92.42% 17 - Banking/Finance 38.10% 90.48% 18 - Production/Distribution 31.18% 94.98% 19 - Banking/Finance 48.89% 97.78% 20 - Architecture/Engineering 44.17% 95.83% 21 - Security Services 57.14% 100.00% 22 - Security Services 17.22% 96.67% 23 - Telecommunications 41.60% 92.80% 24 - Computer Software/Services 28.00% 92.00% 25 - Healthcare 40.80% 91.20% 26 - Human Resource Services 53.21% 97.44% 27 - Marketing/Advertising 29.08% 94.29% 28 - Sports/Entertainment 60.54% 98.85% 29 - Production/Distribution 20.97% 90.32% 30 - Manufacturing 40.66% 85.99% 31 - Financial Services 37.89% 96.84% 32 - Retail Sales 52.66% 92.19% CUMULATIVE (ALL INDUSTRIES) 42% 93%

Performance results after 2 hoursof using the LIT® program

Research Approach

Pre and Post-Assessment scores are based upon learner performance on a 20 question open-ended response test covering key critical information previously trained multiple times over several years.

22,000+ people have completed

over 510,000 LIT® modules!


Learner Management

Content Management

Module Creation

Media Gallery

LIT®

LIT® Plus

LIT® Core

Content Development Platform

Retention ModulesApplication Modules

Learning Platform

Interactive Learner Experience

Reporting on Learners and Content

Integrated Survey and Testing Tools


Implementing LIT®

INTERNETAuthoring and learner content

delivered via web browser using 128–256 bit

SSL encryption.

The LIT® learning system and methodology is protected with

9 separate patents, including over 350 individual claims.


Application Platform• ASP.NET application on the Microsoft .NET 4.0 framework• Microsoft SQL Server 2008 Database

Supported Media• Standard image formats (JPG, PNG, GIF, BMP)• Adobe Flash Media – version 6 or above (SWF)• MP3 Audio (.MP3)• Apple QuickTime Video (.MOV)• Standard document formats (PDF, Word, Excel, etc.)

Supported Browsers• Microsoft Internet Explorer 6 or above• Mozilla Firefox 3 or above• Apple Safari 3 or above• Google Chrome 4 or above

LIT® technical overview


Report types• completion tracking• exception tracking• learning time• hint usage• survey results• course catalog

Report filtering• organization• group• module

The LIT® reporting system


New, Changed and

Targeted content to

drive improvements

and new knowledge

where will you use LIT®? everwhere!

Business ROIusing LIT®

Product Knowledge

Process Concepts

Call Flow and Critical Path

Tools & Resources Use

Management Training

Customer Engagement Skills

Leadership and Compliance

Call Monitoring / Quality

New Content Training

Targeted Improvement Scripts, Scenarios, &“If-Then’s”

Concepts, Principles,

“What’s” & “How

To’s”

FOUNDATIONS

WORKFLOW

EXPERIENTIAL

NESTING and OJT

CONTINUATION


PRICINGLEVEL1,4

LEARNERCOUNT

LITANNUALLICENSE2

LITANNUAL

MAINTENANCE3

LITANNUAL AVERAGE

PRICE PER LEARNER

1 50 to 200 $70,000 $25,000 $475

2 201 to 1000 $95,000 $30,000 $125

3 1001 to 2000 $135,000 $45,000 $90

4 2001 to 3000 $160,000 $50,000 $70

5 3001 to 4000 $180,000 $60,000 $60

6 4001 to 5000 $210,000 $65,000 $55

7 5,001+ $35/learner $15/learner $50

1 Additional blocks of 25 learners can be added at the annual price per learner for that level 2 3-year license agreement, paid quarterly in advance3 First 3 years of maintenance paid quarterly in advance with license option of additional 4-year

maintenance-only agreement without any license fee4 Each pricing level includes 50 hours of consulting with additional consulting available at $250/hr for

senior level, $150/hr for field management, and $75/hr for administrative personnel

LIT® annual pricing


PRICINGLEVEL1,4

LEARNERCOUNT

LITQUARTERLY

LICENSE2

LITQUARTERLY

MAINTENANCE3

LITQUARTERLY AVERAGEPRICE PER LEARNER

1 50 to 200 $17,500 $6,250 $119

2 201 to 1000 $23,750 $7,500 $31

3 1001 to 2000 $33,750 $11,250 $23

4 2001 to 3000 $40,000 $12,500 $18

5 3001 to 4000 $45,000 $15,000 $15

6 4001 to 5000 $52,500 $16,250 $14

7 5,001+ $8.75/learner $3.75/learner $13

1 Additional blocks of 25 learners can be added at the annual price per learner for that level 2 3 year license agreement, paid quarterly in advance3 First 3 years of maintenance paid quarterly in advance with license option of additional 4 year

maintenance only agreement without any license fee4 Each pricing level includes 50 hours of consulting with additional consulting available at $250/hr for

senior level, $150/hr for field management, and $75/hr for administrative personnel

LIT® quarterly pricing


$15K Proof of Concept: 10 – 20 participants; 30 days• 20 – 30 learning points, 4 modules, deployed over 3 or 6 days (depending on client preference)• Pre- and Post-tests • 30 day monitoring of KPIs with another retention Post Test after 30 days

$25K Pilot: 20 – 40 participants; 60 days• 20 – 30 learning points, 4 modules, deployed over 3 or 6 days (depending on client preference)• Pre- and Post-tests• 60 day monitoring of KPIs with retention Post Test after 30 and 60 days

$30K Customer Satisfaction Guarantee: $10K per Month; up to 100 participants: 90 days • 40 – 50 learning points, 8 modules, deployed over 6 or 12 days (depending on client preference)• Pre- and Post-tests• 90 day monitoring of KPIs with retention Post Test after 30 and 60 days and 90 days• Minimum requirement to deploy to at least 100 learners at least 8 modules• Contract cancellable if not completely satisfied at the end of 90 days

Pilot or Proof of Concept Options


Discussion & Next Steps

Documents

1 ©2012 LIT OnLine – proprietary & confidential helping people remember what matters Larry Schwartz Mitesh Desai April 18, 2013