LEARNING & DEVELOPMENT
Whether you’re developing future-ready skills, adapting to new ways or working, or building critical capabilities, learning and development is an essential tool for keeping your workforce effective. That said, we all know learning experiences are often dry at best, and at worst unhelpful – so how do you keep your talent engaged while providing critical knowledge?
It starts with taking a user-centric approach to learning. Understanding the key messages and modes of learning that resonate with audiences lets you build tailored programs that provide critical knowledge through multiple channels and seamless experiences.
Done right, a best-in-class learning program lets audiences create their own learning journey through a mix of media that includes digital modules, podcasts, videos, and virtual/in-person interactive activities.
Let Nexus craft your learning and development materials for your next successful learning program.
FROM VIDEOS TO E-MODULES, CREATE AN IMMERSIVE LEARNING EXPERIENCE FOR YOUR EMPLOYEES
AccorHotels (Accor) is a global leader in hospitality – operating in 100 countries with a 20-brand portfolio that includes Fairmont, Raffles, and Swissotel among others. As a hospitality organization, Accor is constantly seeking ways to create memorable customer experiences. For Accor’s frontline workforce, learning and development is a critical resource to help bring these experiences to life.
Nexus has served as a one of Accor’s key learning and development partners, helping to create multiple programs and scale them across brands and geo-regions. At the core of this partnership is Service Promise – a standardized engagement and experience model Nexus developed for Fairmont Raffles and Swissotel brands – later adapted and scaled to 20 brands. Taking a unique user-centered approach, Nexus used a mix of guest stories, a new engagement model, and thought leadership to develop a core competency model and learning journey for the global launch. Employee input was also used to develop a comprehensive suite of learning products and leader-led rollout campaign that included eLearning modules, video series, internal launch events, workshops, stand-up, sustain materials, and more.
In the years since the launch of Service Promise, Nexus has helped to expand and integrate service-driven mindsets across a variety of other learning initiatives. These include broad topics such as leadership – where Nexus adapted the scale and rollout of Service Promise for people leader audiences – as well as specialized topics such as revenue management, customer loyalty, brand immersion, and change management.
Through Service Promise, Leadership Promise, and other initiatives, Accor has been able to develop a culture of proactive and meaningful hospitality – resulting in a 3% increase in global engagement, a #1 JD Power Ranking, and a #1 Global Service Culture for several of its brands.
With over 86,000 employees, the Royal Bank of Canada (RBC) is one of Canada’s largest financial institutions – providing services ranging from personal banking, to insurance, to investor services. Recognizing the important of early-in-career individuals within their talent funnel, RBC developed Career Launch: a 1-year placement program designed to provide an enriching work experience and mentorship platform.
To help bring the program to life, Nexus was engaged to develop an interactive that would help three core audiences: Early in Career Youth, People Leaders, and HR Program managers. Taking a disruptive approach, Nexus developed a 3-stream program unpacking barriers and opportunities Early in Career youth from the perspectives of each user group. Each stream was supported by a series of eLearns and videos, as well as career development assets including workbooks, career planning guides, and presentations.
As a result of the campaign RBC’s leaders and HR managers were able to build more effective early-in-career / internship programs – ultimately improving the employee experience and driving engagement. The playbook was made available for broader consumption on RBC.com, and, adapted for an in-branch college & university activation. The program has since served as the blueprint for RBC’s broader Future Launch campaign.
Manulife John Hancock (Manulife) is a global financial services provider – supporting its 26 million customers with advice, insurance, and wealth management solutions across 22 countries. As digital disruption continues to shape the role of traditional financial institutions, Manulife recognized the need to empower and equip their workforce to navigate change.
As a key partner, Nexus supported development of the SHIFT and Energizing Change a 2-part learning program designed to teach employees the importance of change resilience and outline the critical skills and mindsets needed to embrace change. As an initial phase, Nexus developed a SHIFT launch campaign including on-the-job learning guides, videos, a central digital hub, and podcast series showcasing stories of change agents across the business. As a ‘fast follow’ Nexus then developed a high impact Energizing Change eLearning module, which provided skills-based learning that built upon SHIFT content.
Through SHIFT and Energizing Change Manulife was able to provide a comprehensive learning program that unpacked the WHAT, WHY, and HOW of change enablement – and ultimately shift workforce culture to take a proactive stance on change. Other Manulife programs supported by Nexus include performance enablement, learning ecosystem, reskilling, and more.
Town Shoes Limited was looking for a partner to help bring its customer service engagement program to life. Working in concert with multiple team stakeholders from merchandising, operations, marketing and HR, Nexus helped launch EPIC, a tailor-made live and digital training program for all store associates to help bring Town Shoes’s customer service training program to the next level.