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Todd Lane

The paperless ship

Todd Frady is the director of patient access talent management, training, and quality for Johns Hopkins Health System. His responsibilities include developing an integrated contact center representing 20 different specialties and Johns Hopkins Community Physicians. In 2020, Frady’s team received both the prestigious Training Magazine’s Top 100 Award and the Association of Talent Development’s Excellence in Practice Award. The award in the customer service category recognized how Frady’s team integrated talent management strategies in the Johns Hopkins Patient Access. Also that year, his team received three Best Practice Awards from the Patient Access Symposium, which represents US-based academic medical institutions. Frady’s team was the only team recognized in 2020. Previous awards include the Patient Access Symposium Award for Excellence, the Corporate University Best-In-Class award, and the Lakewood Publications Award for outstanding performance in training. He has also been a speaker in numerous venues, including the 2020 Virtual Call Center Conference for the Patient Access Symposium, the 2021 TechLearn conference, and AMGA’s conference regarding best practices in talent management.Frady is a graduate of Creighton University with a degree in psychology and holds master’s degrees from the University of Nebraska in industrial/organizational psychology and the National Intelligence University in strategic intelligence. He held several tactical and strategic positions as an Army officer in military intelligence and was both airborne and air assault qualified. He consults and provides advice for Johns Hopkins to both international and US-based health systems in the areas of leadership, employee engagement, quality, and training.

Todd Frady

As ?What If! technology director, Robert is passionate about applying the latest innovations in information technology to enable the fundamentally human enterprise of innovation capability—whether in the business, nonprofit, or academic sectors. Robert comes to ?What If! with more than 15 years of experience in e-learning content and technology development—from building McKinsey & Company’s e-learning capabilities as director of technology-enabled learning, to building and defining the go-to-market strategy of Convergys Corporation’s learning outsourcing business as practice lead, to developing e-learning solutions at DigitalThink as director of technology product management and director of course development.

Robert Todd

ATD Career Week 2015 (September 21-25), sponsored by Degreed, offers a great line-up of activities. Indeed, no matter where you are in your career journey, there’s something for you!Early CareerIf you’re thinking about changing careers or getting into the field of talent development for the first time, don’t miss the webcast, “How to Get Started in Talent Development,” on Monday, September 21st at 12:00 p.m. Facilitator Marilyn Feldstein will review potential careers tied to talent development and how to match your skills with what employers seek. Mid CareerIf you’ve been wondering whether or not to pursue your CPLP certification, this webcast can help you make an informed decision. ATD Certification Institute staff Jennifer Naughton and Diane Daly will answer your questions on Tuesday, September 22nd at 3:00 p.m. during the webcast, “Is CPLP Certification Right for You?”   What’s more, all week long, we will provide FREE access to the ATD Career Navigator, a tool that enables you to evaluate your skills against the ATD competency model. Typically a member-only benefit, this tool can help you to assess your professional readiness for new opportunities, as well as identify skill gaps that you may have for your current position. Access to this valuable tool at www.td.org/atd-career-navigator.  \[You will need to login to the site, but you will not need to be a member if you use this link\]. EveryoneMost people don’t enjoy networking, or they are unsure how to do it effectively. Join Dorie Clark, one of our members’ favorite speakers, on Wednesday, September 23rd at 3:00 p.m. for the webcast, “Stand Out: Networking.”Also, nearly 70 percent of training is still delivered in instructor-led courses. Yet, there are currently more than 1,200 sources of learning content in dozens of formats, and workers are increasingly choosing options that fit into how they learn on the job. Join Eric VanDerSluis, Comcast's senior director of talent and professional development, and Todd Tauber, Degreed’s vice president of product marketing, for the webcast, “Reinventing L&D for the Next Generation of Learners,” on Thursday, September 24th at 2:00 p.m.Looking for a New Opportunity?If you’re looking for a new opportunity, be sure to sign up for our Virtual Career Fair on Tuesday, September 22nd from 12:00 to 3:00 p.m. Or check out the most recent job postings on the ATD Job Bank.Career Development HelpPerhaps your managers need help developing effective IDP’s for their employees? Check out the new TD at Work, “Managers Guide to Employee Development” for a primer on how to talk to employees about career and development plans.Finally, be sure to take a look at the TD at Work Career Management Collection for three great issues of TD at Work that address how to keep your career and personal life on track.

Access Career First Aid During ATD Career Week 2015

Ninety-eight percent of companies say they offer employee development tools, but only 26 percent of employees say they see these programs as effective. How do we better connect our learning and development programs to create the experiences employees seek?
Join us to discover the latest insights into what employees are demanding, such as career planning, fulfillment through connections, belonging, and goal attainment. Then learn more about the best practices and tools needed to create effective employee development programs.
You will:

Learn how to connect your learning programs to each phase of an employee’s development, creating a better employee experience overall.
Get effective employee development best practices and insights.
Discover what drives your people and how that shapes their unique career pathing and personal development.
 


6 Employee Development Best Practices: Beyond learning to deepening the employee experience

The latest innovation in achieving performance improvement has arrived, and it couldn’t have come at a better time. Many of us are experiencing the pressure of  decreased budgets, remote teams, and an increased need for performance coaching. 
In this webcast, we will share the key reasons why talent development suffers, and how to overcome those pitfalls and unleash performance. We will also share the latest in a leading, web-based technology platform that helps accelerate talent development.

New Technologies for Virtual Coaching 

Why is only 20 percent of your team effective? Why is 70 percent of every training dollar wasted? What would be the impact on your organization if best practices were deployed by everyone, everywhere, everyday? Research shows that role-play remains a powerful training tool for improved communication. The real opportunity for any organization is to make role-play easier to conduct, capture, and globally scale without a loss in productivity and travel time. In this session, Todd Zaugg, CEO of Matrix Achievement Group, will provide a “hands on” review of the latest patent pending technology that can help you “stop the bleeding” while driving increased performance.
You will learn:

the real power of “on demand” asynchronous learning
how to create, conduct, capture, and globally scale via any web cam device
collect and leverage best practices across your organization overnight
effectively prepare your team to handle difficult communication scenarios (i.e. handle objections, pricing pressures, launching new products, performance coaching, etc.)
how to get true behavior adoption to the right person at the right time
how to reduce training translation costs.


New Mobile Technologies for Skill Practice

Have I told you lately...that I THANK YOU?!

The pace of innovation is rapidly accelerating, and artificial intelligence (AI) is poised to redefine how we work, learn, and connect with technology in surprising ways. From empowering new roles and fostering inclusivity, AI is on the brink of reshaping entire industries. As the year comes to a close, CYPHER Learning shares its predictions for how AI will continue to evolve in 2025. 1. A news-worthy blunder courtesy of AI oversightA Fortune 500 leader will deliver a high-profile keynote containing uncorroborated passages produced by generative AI—and regret it. Someone somewhere is going to embarrass themselves in 2025—probably someone we’ve all heard of, too—by inadvertently relaying plagiarized or inaccurate AI-generated content. Content sent up to the executive suite, unproofed, by a team that ought to know better. AI’s role is best governed by an 80-20 rule: Let it handle 80 percent of routine and tedious tasks, but human oversight is essential for the remaining 20 percent, which includes fact-checking, editing, and managing content. Left to its own devices, AI is still young and imperfect enough to mess up. It’s hard to imagine a time when it—and we—won’t need human overseers. While AI has sparked fears of workforce disruption, especially in creative fields, the reality is that it empowers talented professionals—writers, teachers, designers—by taking on routine work, allowing them to focus on the creative and strategic judgment that will be even more valuable in the years to come.2. Prompt engineering will no longer be crucial2024 conventional wisdom: mastering AI requires mastering prompt engineering. 2025: never mind. Not long ago, we were told that to use AI effectively, users would need to master complex prompt design. But this idea is quickly proving outdated. Generative AI is increasingly embedded as a user-friendly, intuitive feature in everyday applications, and soon, any app without AI will seem behind the curve. The belief that specialized skills are required for AI is fading, which is a positive shift since this notion could have limited AI’s potential and widened existing digital divides. Just as previous tech revolutions succeeded by being accessible to all, AI is evolving to understand natural language, user intent, and behavior, allowing a broader range of people to harness its power. Far from deepening digital divides, AI is poised to bridge them as it continues to develop.3. AI breaks into the C-suiteWe’ll see the emergence of a new, immediately vital C-suite position: CAO. Meet the Chief AI Officer (CAO). Much like CIOs and CISOs before them, who spent years pushing for a voice in corporate strategy, CAOs will now take a leading role as AI becomes central to modern business—bringing both vast potential and unique risks. Unlike past oversights that delayed cybersecurity’s rise to a top corporate priority, the importance of AI won’t be overlooked. The CAO will provide broad oversight across technical and ethical domains, integrating AI into key processes like product design, security, and communications. Not every task will need AI, though, and a high-ranking officer will be essential to set boundaries and make strategic decisions. As AI rapidly evolves, organizations will rely on the CAO to establish guidelines to ensure that AI is used responsibly, aligning with corporate goals rather than posing risks.4. AI-enhanced customer service for allUser satisfaction with retail customer service channels will do something incredible: go up. Customer-service horror stories about incoherent chat agents or frustrating voice recognition systems may soon be history. By 2025, generative AI and AI-driven analytics are set to transform automated customer service, creating friendlier, more efficient customer interactions. Imagine a voice agent that truly understands your request—whether it’s for a flight change or a prescription refill—rather than just parroting account details. Even better, advantages like these won’t be limited to massive corporations and Fortune 500 companies. Small businesses can join in, using AI to create high-quality, personalized customer service with less effort, reduced costs, and wider reach. If there’s any downside to all this, it’s that consumer expectations for responsive, intelligent service will rise, with companies that fail to catch the AI wave risking being left in the dust.5. Personalized workplace development displaces old-school trainingPersonalized workplace development will become the new standard, displacing old-school, one-size-fits-all training. With hang-onto-your-hat speed, personalized training is accelerating rapidly, becoming more feasible both economically and logistically for large enterprises with thousands of employees. Modern learning platforms, powered by conscientiously deployed AI, drive this shift, allowing companies to provide dynamic, on-demand upskilling tailored to individual needs. By 2025, we’ll see bite-sized lessons seamlessly fitting into unique workflows, empowering companies to reduce worker-error rates, boost competitiveness, and turn workplace development from a cost center into a value-generating engine. The outdated, linear training approaches—often disruptive and off-target—will be replaced by a hybrid model, blending still-relevant traditional coursework with rich, interactive experiences. As AI enables companies to create targeted, context-appropriate training regimes for everyone, employee satisfaction will grow, turning previously tedious tasks into engaging, job-relevant learning opportunities.How can you leverage AI going into 2025?As AI continues to evolve in 2025, its potential to boost productivity, streamline customer experiences, and drive innovation will only grow. By embracing AI thoughtfully—focusing on responsible use, clear oversight, and leveraging its strengths for routine tasks—users can maximize its benefits while minimizing risks. Whether you’re a leader looking to integrate AI into strategic initiatives or a professional aiming to enhance daily workflows, now is the time to explore how AI can elevate your future. 

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