How Prudential And Learning Pool Revolutionized Onboarding And Engagement

Organizations in highly regulated industries often struggle to deliver creative and engaging learning experiences that drive long-term workforce performance, typically relying on more formal, linear processes. Prudential, a global financial and insurance leader with over 25,000 employees across the US, Japan, and Brazil, faced this critical challenge as they sought to create an engaging, scalable, and effective training experience for new hires and existing employees.

Working in partnership with Learning Pool, Prudential delivered a distinctly creative approach with high-end graphics and interactions—a significant shift from typical formal learning. The company aimed to improve knowledge retention, ensure consistent training across regions, and drive behavioral alignment with its customer experience (CX) strategy.

The success of this initiative highlights how, even in regulated industries, embracing creative learning solutions and taking an approach that is outside the box of typical thinking can significantly benefit long-term workforce performance.

Prudential implemented innovative, game-based learning solutions—Pro Acumen, eS Quest, and the CX Learning Journey—to transform employee onboarding and development.

The results were profound, leading to increased engagement, measurable behavioral improvements, and a flexible, self-paced learning experience.

Discover more about Learning Pool’s innovative learning solutions.

Challenges

Prudential’s Learning and Development (L&D) team identified key hurdles that needed to be addressed:

• Engaging new hires – Traditional training methods lacked interactivity, making it difficult to captivate new employees and instill deep knowledge of Prudential’s diverse products and services.
• Ensuring training consistency across regions – With operations spanning multiple countries, Prudential needed a uniform approach to training that maintained high product knowledge and service standards.
• Driving behavioral change and knowledge retention – Beyond knowledge transfer, the training needed to influence behaviors and align employees with Prudential’s customer experience strategy.
• Nonlinear learning for a dynamic workforce – Employees required the ability to explore content at their own pace, with a seamless and intuitive learning journey that allowed pausing and resuming without losing progress.
• Scalability and cost efficiency – With a large workforce, Prudential needed a scalable training solution that would minimize administrative burdens and reduce training costs over time.

The Solution

To overcome these challenges, Prudential collaborated with Learning Pool to implement a suite of immersive, interactive, and data-driven learning solutions:

• Pro Acumen & eS Quest – These game-based, interactive modules provided new hires with a 45-minute guided journey, blending industry knowledge, Prudential’s product offerings, and real-world scenarios. Designed to be sleek and professional, the programs made learning both enjoyable and effective.
• CX Learning Journey – Focused on behavioral change, this program aligned employees with Prudential’s customer experience strategy, ensuring consistent and measurable improvements in how they engaged with clients.
• Data-driven insights – Learning Pool’s courses were designed with advanced analytics capabilities, allowing Prudential to gain valuable insights into learner progress, engagement, and performance.

Results And Impact

The implementation of these innovative solutions yielded significant improvements across Prudential’s L&D initiatives:

• Higher engagement and knowledge retention – Employees responded enthusiastically to the interactive, gamified approach, resulting in an increase in training completion rates.
• Consistent training across regions – By leveraging a standardized digital approach, Prudential ensured uniform training experiences for employees in the US, Japan, and Brazil, eliminating knowledge gaps and discrepancies.
• Behavioral alignment – Through the CX Learning Journey, Prudential successfully reinforced behaviors aligned with their customer experience strategy, with measurable improvements in employee-client interactions.
• Flexible, self-paced learning – The nonlinear course structure allowed employees to learn at their own pace, leading to improved knowledge retention compared to previous training methods.
• Improved onboarding efficiency – New hires demonstrated quicker ramp-up times, reducing time-to-productivity.

Conclusion

The collaboration and partnership between Prudential and Learning Pool resulted in a modern and effective global onboarding program. Prudential successfully achieved their business outcomes, creating a more engaged, knowledgeable, and customer-focused workforce. The company’s ability to provide a consistent, scalable, and interactive learning experience across global teams underscores the transformative power of digital learning in the corporate landscape.

The success of this initiative highlights how organizations in highly regulated industries can benefit from data-driven, scalable learning solutions to drive long-term workforce performance.

Discover how Learning Pool’s innovative learning solutions can transform your L&D strategy. Get in touch to discuss your unique needs.

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• Learning Pool Case Studies