How RBC makes learning
irresistible in their
Reinforcing training to make learning stick
As senior manager of Learning Innovation and Technology at RBC, Jeremy Pearce is always on the lookout for emerging technology to close gaps and improve learning outcomes at one of Canada’s largest banks. When he came across Axonify, he saw the potential to use the training solution in their retail branches to reinforce knowledge on an ongoing basis—so advisors remember what they need to know to deliver great service.
“When it comes to enabling our frontline staff , the people who are engaging with customers on a day-to-day basis, it’s not just about growing knowledge. Embedding and sustaining that knowledge is paramount to the success of our business,” says Pearce. After the pilot, they were sold.
“The results were astounding. We were hearing from advisors in our retail locations that they absolutely loved the idea of learning a little bit every day. We were actually seeing that knowledge transfer happen as knowledge was being reinforced,” says Pearce. “From a leadership side, we were hearing from our regional vice presidents and our branch managers about the behavioral change they were seeing in their representatives and how that behavioral change was actually being sustained over the period of six weeks.”
Then the COVID-19 pandemic hit, putting the project on the back burner. But shortly after re-opening began, the pilot’s sponsor team reached out again, and this time they had something bigger in mind: rolling out Axonify to 8,000 retail staff across Canada.
Sustained knowledge growth on the frontlines
And it’s not just frontline employees who like the training.
“When we surveyed regional presidents, we got 100% approval ratings. They’re finding true value in the platform,” says Pearce. “The metrics they’re receiving are helping them make more informed business decisions going forward.”
Best of all, the impressive adoption has already resulted in a 26% knowledge growth across their advisors. Now that the word is out, other teams within RBC are eager to get in on the training.
“There is some significant FOMO from other teams in the retail branches,” says Pearce. “The day we launched, we got 74 emails from our branch advisors and financial advisors in our retail locations saying ‘Why don’t I have this amazing tool?’”