How a Top 25 Financial Services Company Transformed Their Training Program with Engaging “Infotainment” Videos

Challenge

At one major financial services company, it’s the Engagement team’s job to arm nearly 2,000 customer support representatives with the industry information and company updates they need to best serve customers.

The Engagement team’s business-critical messages to these employees had been taking the form of text-heavy documentation, shared via email. But engagement was low: emails sat unopened in inboxes, with business-critical information being ignored until the last possible minute.

To solve this urgent engagement problem, the team knew they had to rethink how they communicated key company messages.

“We were solving for two challenges,” says an Engagement Manager on the team. “First is, how can we communicate in a way that’s ‘chunkable’ and digestible? And another is, how do we help our messages not get lost in the shuffle?”

That led the team to Vyond.

Approach

The team decided to move away from text-heavy content and communications in favor of a video-centric, micro-learning approach. They’d condense pages of information into “infotainment” videos to convey key messages to frontline contributors in a way that was fun and engaging—and made people look forward to new emails from the team.

“We had a hunch that people are more willing to click a video and engage with something that’s not a four-page instruction manual,” the Engagement Manager says.