ResultsCX Scales High-Impact CX Training for a Global Workforce With Articulate 360 AI

O Desafio

Training that moves at the speed of business

At ResultsCX, training is built into the way the business runs. 

“Learning and enablement aren’t separate from operations for us,” says Stephanie Flint, VP of Training and Client Solutions. “They’re baked into how we work. In fast-moving, highly regulated environments, learning has to be continuous and adaptable.”

“You can’t train once and hope it sticks,” Flint says. Instead of one-time events, the team focuses on ongoing, practical learning that realistically reflects customer experience agents’ work. That approach helps employees build confidence quickly and apply skills in real time. Agents who feel prepared, show stronger performance and better experiences in every customer interaction.

ResultsCX often manages dozens of projects and supports tens of thousands of learners per client at once. Furthermore, a shifting workforce population has pushed the team to rethink learning design for a Gen Z learner, who values flexibility and digestibility of training more than previous learning cohorts.

“We’ve had to meet learners where they are,” Flint says. “They expect fast, engaging content that’s easy to absorb.”

Global operations add another layer of complexity. With many agents based outside the U.S., training must also adapt to cultural differences to ensure consistent customer interactions.

To keep up, the team relies on templates, automation, and scalable processes to deliver training efficiently without sacrificing quality.

A Solução

Scalable, accessible learning for a global audience

For more than a decade, ResultsCX has relied on Articulate to create and deliver training at scale.

“Articulate is the beginning, middle, and end of the training story for us,” says Flint. “It’s the heartbeat of our Learning and Development organization.”

At the center of that ecosystem is Rise. The authoring app serves as the foundation for every training program—from onboarding to upskilling and certification. The team uses custom Rise templates to quickly build consistent, high-quality training. These courses serve as a central hub, connecting learners to the tools they need via integrations with other tools—including AI-powered environments where agents can practice real-world scenarios.

Real-world practice is critical to ResultsCX’s success. Rather than lead agents through passive content, they design training as decision-making opportunities with real consequences. Learners navigate branching scenarios based on actual call drivers and practice adapting to different customer personas such as anxious, rushed, or distrustful. Learners receive coaching feedback in the moment rather than a pass/fail at the end. That learn, practice, feedback model builds muscle memory before agents interact with live customers.

ResultsCX adopted Rise’s integrated AI in early 2025 and saw a 150% increase in course production. Tasks that once required multiple tools and manual steps have been streamlined, and the team has expanded its AI use to speed up creation.

“Before, we were piecing together different AI tools to build outlines and content,” Flint says. “Now it’s all in one place, with instructional design best practices built in.”

AI has also improved accessibility. AI-generated voiceovers allow learners to listen as they move through courses—making it easier for busy employees to stay engaged.

“Articulate’s AI voiceover feature makes our training more accessible and effective for all employees,” says Michelle Sarrazin, Senior Instructional Design Manager.

Desenvolvendo o Potencial Humano

Faster development, stronger impact for reps and employees

With Articulate, ResultsCX has accelerated timelines to build training by 50 percent.

But the impact goes beyond development speed. Because ResultsCX builds training that’s scenario-based and interactive rather than passive, agents connect what happens in a course directly to what happens on the floor. Agents who practice real CX behaviors—empathy, ownership, clarity—in Articulate-built modules show 15–25% improvement in QA scores, in comparison to courses the company built before Articulate. First call resolution rates have increased by 10–20%, and escalations and repeat contacts have dropped by 15–30%. 

“New hires reach proficiency 30–40% faster thanks to training built in Articulate,” adds Flint.

Engagement holds up, too. Interactive modules see 90%+ completion rates and consistently draw learner feedback that the training feels like meaningful practice, not content delivery.

The company has rolled out a global movement to help leaders proactively embrace new technology, adopt AI tools, and work more effectively—and the training team is leading the way with Articulate.

“We’re always looking for ways to bring in the right technology and make it work for our teams,” says Flint. 

That shift is as much about mindset as it is about tools.

“Change can feel overwhelming at first,” Flint says. “But when you make it simple and accessible, people adapt quickly. That’s where our foundation with Articulate makes a difference.” 

Articulate’s AI is now a core part of how the team builds and delivers training, helping remove friction and unlock new ways of working. “Everyone is moving toward AI,” Flint adds. “It’s about how quickly you can make that transition feel natural for your teams.”

That mindset carries into the company’s culture. ResultsCX encourages continuous learning through regular sessions where teams explore new tools, share ideas, and build new skills.

“We’re always learning and experimenting,” says Sarrazin. “The E-Learning Heroes community is a big source of inspiration for us.”

The result is a team that can move faster, scale more effectively, and deliver better outcomes for employees and customers alike.

Before, we were piecing together different AI tools to build outlines and content. Now it’s all in one place, with instructional design best practices built in.