Enterprise Learning Strategy & Experience
The Challenge:
A global insurance organization with over 100,000 employees is undergoing a significant M&A transformation aimed at streamlining operations and expanding market reach. A critical success factor in this transformation is the personalization of customer experiences to meet evolving customer demands and drive revenue growth. However, the organization is facing substantial frontline challenges, including a 40% turnover rate, which is leading to decreased customer satisfaction and the loss of experienced staff.
The Approach
Design and develop a new learning experience and new learning curriculums for the customer service organization.
Current State Assessment
- Reviewed and assessed current curriculums, learning experience and learning materials and programs.
- Conducted interviews to understand how skills collected, assessed, analyzed, curated and certified.
- Built out persona journeys (as-is) and captured dependencies with processes, data, technology and learning delivery.
Design Future State
- Conducted north star workshop to develop a future- looking learning vison and experience.
- Developed and validated persona-based learning journeys.
- Proposed new learning curriculums.
Developed implementation roadmap including curriculum design, change and communications, learning technology and program activation.
The Results
- Four new learning curriculums were designed ,and after a year, revenue increased by 15%.
- Turnover rate from the customer service organization declined by 20%.
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Albert Loyola
Artificial Intelligence | Employee Experience| HR Transformation| Advisor| Speaker
Albert brings global market research experience to help executives harness intelligent technologies, reinvent HR, re-skilling and employee experience across NAR, APAC, LATAM and EMEA regions.
