A Leading Financial Services Company Creates Nimble, Dependable Training With Articulate 360 AI

The Challenge

The company’s lean L&D team needed to scale training and maximize speed to market

When it comes to the company’s employee training, speed and scale are major focuses. The financial services company’s small but mighty L&D team is constantly looking for ways to maximize the efficiency of their training. The team of just a handful of designers serves the entire company’s training needs, developing training for compliance, HR, sales, marketing, IT, and customer support training.

The organization’s Customer Service department is impacted by quick industry changes and regulatory updates. For this team, it’s particularly crucial to receive time-sensitive training quickly so team members can deliver the highest level of care to customers.

While the company’s roots are in providing credit cards for retailers, its business model has evolved over time. As retail has increasingly shifted online, the company has placed a special emphasis on offering flexible payment methods, like the ability to pay in installments. This flexibility has allowed the company to match the unique payment needs of today’s consumers.

It also allows the company to stay competitive with fintech companies. Many of these are smaller startup companies with significantly lighter compliance training requirements than banks like the financial services company, allowing them a level of agility that enables a rapid pace of innovation. This means it’s crucial that the company’s learning and development team has all the tools they need in place to streamline course development and improve efficiency.

With all of this in mind, the company needed e-learning tools that would allow them to increase the speed and efficiency of creating and delivering a variety of different training types—all while keeping quality high.

The Answer

With Rise and AI Assistant, the company saves time and streamlines the course development process

The financial services company began using Articulate 360 to make training more accessible for the company’s hybrid workforce. “Articulate has helped us get our virtual training out to everyone,” says a senior instructional designer at the company.

The senior instructional designer notes that the platform has been especially helpful for providing asynchronous training for employees on different schedules. For call center employees, who are pulled away from their primary role—speaking to customers—whenever they complete training, this is particularly crucial. With Articulate, they can complete training where it fits in their schedule.

To create training quickly that reflects time-sensitive industry updates, the L&D team leans on Rise. Recently, potentially shifting legal regulations led to the creation of a new offering for the company: annual fee cards. With this, the team knew that call center employees would face a variety of customer questions that might vary based on the card’s brand and corresponding benefits.

To prepare call center employees effectively for this shift, the team created a comprehensive course in Rise. Content included key processes team members might face around the new product, frequently asked questions, and knowledge checks.

“Not only were we able to create the course quickly in Rise—we could update it in real-time as regulations evolved,” says the senior instructional desginer.

For certain types of training content, like career development, the company uses AI Assistant to polish and refine text. “AI Assistant has been a huge time-saver for us,” says the senior instructional designer. “Once we add content to Rise, we can refine it in moments rather than spending hours massaging the wording and tone.”

Unlocking Human Potential

With Articulate 360 AI, the company creates training that reinforces company values and centers the customer experience

By maximizing the efficiency and speed of their training and maintaining high-quality content, the financial services company is able to deliver essential information to employees in real-time. This reinforces the organization’s status as a trusted source among its customers, even as fintech competitors rapidly innovate and industry regulations evolve. 

But the benefits don’t start and end with efficiency. The company’s approach to training reinforces its company values, as well. “With Rise, we’re able to maintain a mix of quality and speed that speaks to some of our most important company values: being dependable and being nimble,” says the senior instructional designer. 

With Articulate 360 AI, a top financial services company creates nimble, dependable, scalable training that delivers exceptional customer experiences.