Prudential

Background

Prudential, a leader in the financial and insurance industries, is an international company with over 25,000 employees and offices across the US, Japan, and Brazil. Since 2020, Prudential has partnered with Learning Pool to create three unique and innovative learning solutions: Pro Acumen, eS Quest, and the CX Learning Journey.

These solutions aim to enhance the onboarding and training processes for employees, offering a polished, interactive experience that not only informs but engages users. The game-based learning modules take new hires through a 45-minute journey to familiarize them with Prudential’s products, services, and industry knowledge in a sleek and professional format. This engaging approach has had a remarkable impact, with employees frequently praising the program for making learning both fun and effective.

Challenges

Prudential faced several challenges in its employee training and onboarding processes:

1. Engaging new hires: Creating an effective onboarding experience that would captivate new hires and provide a comprehensive introduction to Prudential’s wide array of products and services.
2. Consistency across regions: Developing a training program that could be consistently implemented across various regions, including the US, Japan, and Brazil, to maintain a uniform level of product knowledge and service standards.
3. Behavioral shift and retention: Ensuring that training programs not only delivered knowledge but also influenced behavior and were retained by employees long-term. The CX Learning Journey, for example, aimed to align employees with Prudential’s customer experience strategy and drive a noticeable behavioral change, which was tracked through their measurement strategy.
4. Non-linear learning environment: Creating an environment where learners could explore content at their own pace, log off, and easily resume their learning journey without losing track of progress. This was particularly challenging in terms of integrating seamless navigation and continuity in an immersive 360-degree learning environment.

Through their partnership with Learning Pool, Prudential successfully addressed these challenges, developing a series of award-winning training programs that are now integral to their employee development strategy.

Watch the video to find out more.