American Express Training Initiative Drives Revenue (2018 Case Study)
- Claude Werder
- Learning and Development, Talent Acquisition, Human Resources
After American Express merged five major divisions into one, it was critical to consolidate cultures and L&D initiatives, create economies of scale and consistent data and drive increased revenue. The Global Field Enablement team launched a new Academy with blended learning journeys based on employee roles, including new hire, tenured and leadership. Within 12 months, the program had 200 micro-eLearning courses, 5,000 videos, a 64-point NPS increase, and sales apps that reduce call planning by 3.5 hours per week per rep — valued at $185M. This initiative earned American Express a Silver Award for Best Advance in Creating a Learning Strategy in the 2018 Brandon Hall Group HCM Excellence Awards.
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