Training Industry Magazine - Spring 2024 - 27

■ Solution: Increase internal mobility
by matching employees to internal
opportunities (roles, gigs, projects
or mentors) that align with individual
skills and aspirations, dynamically
driven through a talent marketplace.
Tools
AI-powered authoring tools enable the
quick design and development of courses
and videos without extensive coding
knowledge. Authoring tools use AI to
quickly generate translations of courses
and content into a variety of languages,
generate text-to-speech using authentic
sounds and tones, create characters and
avatars based on preferences defined in
prompts and produce courses and videos
based on AI-powered writing assistants.
Sample use case:
■ Problem statement: A global company
with a small L&D team can no longer
meet the growing demand of internal
requests for custom course design
and development.
■ Solution: Implement rapid authoring
tools to empower employees to
create content quickly and effectively,
with training on the tools and quality
oversight from the L&D team.
Digital adoption platforms (DAPs) serve
as a bridge between an application
interface and the user, providing just-intime
and in-app guidance, support and
resources to ensure successful adoption
and engagement.
Sample use case:
■ Problem statement: The sales
department implemented a new
and complex customer relationship
management
(CRM) platform
with the need to ramp up sales
representatives quickly.
■ Solution: Increase user adoption and
ramp-up time by creating interactive
step-by-step guides, dynamic pop-ups
with just-in-time tips and a searchable
knowledge base of articles, videos
and FAQs using a DAP.
Virtual reality (VR) creates immersive
learning experiences in virtual
environments, typically through a headset,
simulating real-world scenarios. (Used in
metaverse-based learning environments.)
Cutting through the
learning technology
clutter requires a
STRATEGIC
Sample use case:
■ Problem statement: Satisfaction scores
of customer service agents decreased
significantly over the past nine months
leading to a reduction in customer
return rates.
■ Solution: Increase emotional
intelligence and conflict resolution (in a
low-risk environment) by immersing the
customer service agents in the emotional
experiences of customers, engaging
in virtual conversations, de-escalation
techniques and self-reflection, and
providing real-time feedback through
VR-enabled scenarios.
Augmented reality (AR) overlays digital
information and objects onto the real
world seen through a device like a phone
or AR glasses.
Sample use case:
■ Problem statement: Field technicians
are experiencing increased difficulties
troubleshooting complex equipment
issues, leading to a reduction
in productivity.
■ Solution: Increase their ability to
explore functionalities, identify potential
issues and manipulate models quickly
by overlaying equipment instructions,
machine schematics, troubleshooting
guides and real-time performance data
on top of the equipment through AR.
Chatbots can simulate conversations
to answer learner questions, provide
TRAINING INDUSTRY MAGAZINE - SPRING 2024 I WWW.TRAININGINDUSTRY.COM/MAGAZINE
personalized feedback, offer adaptive
recommendations,
guide
Sample use case:
■ Problem statement: New managers
are struggling to have difficult
conversations with low-performing
employees, impacting overall
productivity and team morale.
■ Solution: Increase the ability of new
managers to develop and practice
active listening, empathy, assertiveness
and conflict resolution skills in an
interactive and low-risk environment
through the implementation of a virtual
AI coach using predefined scenarios
and feedback prompts.
Aligning the Technology to
the Need
Before adopting any new technology,
L&D leaders need a shift in perspective.
Instead of pursuing the latest trends and
hype, focus on identifying the specific
gaps, needs and goals aligned with the
company-wide learning strategy to find
the technology that addresses those
needs most effectively.
Timing is everything. Launching a new
learning tool or system before the
organization is ready to adopt it will result in
lower-than-expected results. Manage the
change curve by timing the selection of the
new learning technology in alignment with
the current stage of learning maturity and
organizational readiness. A higher level of
L&D maturity signals a potential ability to
strategically integrate learning technology
to empower employee development more
easily than lower levels of maturity that
are focused on episodic and structured
learning events.
Select the Best Learning
Technology: Sorting Hype
From Substance
After identifying the need, goals and
timing, research is the next step. Conduct
thorough research, read reviews,
compare features and speak to actual
users. Ensure the technology addresses
the defined need, is user-friendly for both
27
through training materials and improve
engagement in the learning process.
learners
approach.

https://www.forbes.com/sites/forbescommunicationscouncil/2022/05/06/three-ways-to-leverage-the-metaverse-for-workplace-learning-and-development/?sh=222e63852221 https://acorn.works/resources/l-and-d-maturity-model https://trainingindustry.com/wiki/sales/customer-relationship-management/ https://trainingindustry.com/wiki/sales/customer-relationship-management/ https://www.trainingindustry.com/magazine

Training Industry Magazine - Spring 2024

Table of Contents for the Digital Edition of Training Industry Magazine - Spring 2024