A blended learning programme that is delivering outstanding customer service results for one of the world’s leading insurance companies has been named as a gold winner at the Learning Technologies Awards 2017.
Global insurance brand AXA and digital learning provider Sponge were name joint winners in the Best Use of Blended Learning category at Europe’s largest celebration of excellence in learning.
Using a mix of methods and media, including short elearning modules, a learning game, face-to-face workshops, practice exercises and peer coaching, the programme resulted in a 113% increase in positive customer comments.
The judges proclaimed the programme “a considerable achievement.”
They said: “It not only increased customer focus but also saw a 'transformation' of learning delivery; engagement of line management; a great use of a blend with bite sized sessions, online learning nuggets, coaching, experience sessions, performance support, team reflection and access to key performance indicators and return on investment metrics.”
“A great example of the 'campaigns not courses' approach, with good mix of methods and tools used alongside a focus on how to transfer and embed this learning in an environment where it is both difficult to find time to learn and focus. A truly worthy winner.”
The blended learning solution was specifically designed to fit in with life at the busy contact centre, with an emphasis on supporting learners to try out their new skills and knowledge.
Tom Bailey, Senior Digital Learning Partner at AXA UK said: “We’re so happy to receive this recognition. It was a truly transformational programme providing an engaging learning experience for our employees and enhanced service to our customers. To receive the gold award is incredible, and I am very proud of the team at both AXA and Sponge for all of their hard work making this a success.”
The blended learning programme went live in January 2017 as part of a special ‘Learning Week’ with daily learning ‘hubs’ on specific topics, where insurance advisors benefitted from digital modules, group discussion and side-by-side coaching.
The week culminated in a digital learning game, created by Sponge, where advisors tested their knowledge on personalising customer interactions. The learning was embedded throughout the year with monthly refresher sessions.
Louise Pasterfield, Managing Director of Sponge said: “We’re delighted to achieve gold in this highly contested category with 15 other companies shortlisted. AXA’s blended programme shows what can be achieved with the right mix of methods and media.”
The Learning Technologies Awards celebrate excellence in learning technology and elearning and have been running for more than ten years.
The winners were announced at a gala ceremony at Park Plaza Westminster Bridge Hotel, London on 29 November 2017. Comedians Deborah Frances White and Sara Pascoe hosted the evening.
In the UK, AXA has 8,000 employees and more than 10 million customers across the insurance and healthcare sector.
For more, see the video or infographic about this gold award-winning blended learning solution.