511 — L&D at scale: How do you support 750,000 people?

Let's get into automation.

What role does automation play in what you do?

Well, digital wins at scale.

If we've got scale, which we do, as you referenced at the top, 750,000 employees, we have to rely very heavily on digital, meaning something like an LMS, to handle distribution of our contents.

And now it doesn't always, as we went through the different modalities, it's not always the best at changing behaviors.

It's best if it's somehow mixed with others, even if the frontline employees are doing something on the LMS, if our managers on site can reinforce that, even if it's not some formal training or trainers and be on my team, if the manager can just reinforce that, hey, you just went through this training.

Tell me what you learned.

Let's apply that.

Let's practice it here.

Then it's going to work.

But it's so important for us from, as I mentioned earlier, from a compliance standpoint, we have global clients, clients with businesses in multiple different countries, and they expect us to from a training standpoint to look and feel the same like they want the employees who are assigned to their locations to be going through something that looks the same feels the same the same content so that One of their employees who's visiting, you know, a site in wherever, you know, Indonesia is going to feel the same as when they go to their site in Johannesburg, like the security process and procedures are going to feel very similar.

And that's where we can use the automation learning management system.

whether it's very specific like access control procedures or if it's more of a hospitality expectations approach that a lot of our clients have different expectations some are more hard approach what he gets in type and many more are here are the hospitality expectations we have, customer service expectations we have when tenants or employees are coming to our location.

They want it, again, to feel the same, whether it's in Seattle or Singapore, and the LMS allows us to do that.

You made a scandalous remark there, Brent, that digital learning not great at changing behavior.

Do you think that's changing with the advances in AI or, I mean, I guess maybe why do you think that in the first place and is it changing? Yeah.

So not as good as a standalone is what I meant.

So I think digital learning is very effective.

if we can tie it to in some sort of reinforcements and that reinforcement is happening more effectively now with some of what's happening with ai in and the integration into the lms as i referenced earlier you this client-facing training that we put together the instructor-led training for our general management crew We were able to drop in our content, our models that we built for this program as a two day instructor led training program and say to this AI program, all right, give us real scenarios.

Here are some personas we trained on.

We have multiple client personas that our employees deal with.

and be one of those personas and then challenge our manager to use the model to negotiate correctly or to handle an objection correctly and then give them feedback on that.

So when we're getting that direct feedback, which Before, the direct feedback was right or wrong.

You got it right? Yes.

Or you didn't get it right.