How a 16th century Japanese samurai revolutionised compliance at AXA Insurance
This case study details how the learning team at AXA demonstrated that big budgets or expensive hardware are not needed to get tangible business impact. This project was later shortlisted for “Best use of learning technologies to ensure compliance” at the Learning Technologies Awards in 2016.
In late 2015, as part of its strategy leading to 2020, AXA Insurance recognised that a significant shift was needed in all things training. One of the first projects to benefit from new thinking was a mandatory learning piece, brought about by a change in regulations by the Financial Conduct Authority (FCA).
In July 2015, the FCA announced a change to the way financial institutions handle customer complaints. The process required AXA Insurance (AXA-I) to retrain all its employees who deal with customers directly, 2,400 employees in total. These employees needed to learn the new process and prove it by completing a test.
The solution from the L&D team at AXA Insurance involved some AI, a likeable character and a simple platform.
What you’ll learn in this case study
- Why and how two separate approaches were used succesfully to engage different types of customer facing employees who needed training on a new mandatory process
- How a cartoon character brought compliance training to life and caused employees to share and talk about it
- How focus groups were used to identify the right methodology, marketing and technology approach
- How analytics enabled the learning team to engage line managers
- How real-time reporting and measurement helped identify where learners needed further support or practice
- How AXA Insurance achieved a 50% drop in escalations and £40,000 annual savings
With a history stretching back to the 19th Century, AXA has been helping people to protect their possessions, themselves and their families, and look after their money, for nearly 300 years. Today, AXA Group operates in 64 Countries with over 166,000 employees and 103 million customers.
Case study written by Asi DeGani, Digital Learning Manager at AXA Insurance, in conjunction with Towards Maturity.
Download this case study (PDF)
Download this case study
Login or sign up to download this case study and get instant access to:
- L&D Benchmark Reports
- In-Focus Reports
- Sector Reports
- Case Studies
- Free Resources
Qantas Airway, the flag carrier airline of Australia, is on a learning transformation journey. Michelle Ockers, who recently partnered with Towards Maturity as an expert learning analyst, worked with Qantas as an independent strategic advisor in 2017. She engaged Towards Maturity to help Qantas identify how they could create a modern and engaging learner experience.
New evidence from 10,000 workers dispel the myths that business leaders have about how they learn in the modern workplace.
Measuring the benefits of L&D and comms initiatives remains a challenge. Just one in eight learning and development professionals1 believe their organization measures the return on investment of learning programmes. Success can be measured either through quantitative measurement or qualitative change, but whatever approach is chosen, effective measurement is vital to ensure L&D and comms strategies are delivering on objectives and attract future investment.
Micro-learning delivers learning nuggets in easily digestible, bite-sized chunks. Learners can access micro-learning as they need it, on the job. Industry expert Josh Bersin describes micro-learning as an ‘amazing innovation’, explaining that microlearning platforms now let you manage the proliferation of video, assessment, and other small content objects with tools for curation, tracking, recommendations, and AI-based prescriptive learning”.
New research finds 54% of learning is still being conducted solely in the classroom – but change is needed for formal learning to remain effective
Towards Maturity delve deeper into the dichotomy L&D are facing between formal learning and the desire for increased accessibility and availability. Supported by ambassadors, Raytheon Professional Services, this brand new In Focus report uncovers new insight into the most effective ways to improve formal learning by exploring what successful organisations are doing differently.