TiER1 Performance 
Most organizations invest in learning platforms—it’s a non-negotiable especially in industries with high regulatory standards and quickly-evolving processes and ways of working. Yet, not all organizations realize the full value of their investments.
At Aflac, there simply isn’t a gap. Their sales technology and field training team’s collaborative and innovative approach not only demonstrates their investment in their licensed agents, it has led to significant improvement in agent success rates.
Aflac invests in a holistic suite of platforms to provide licensed agents access to Aflac’s learning environment. More importantly, there’s no ducking out after each platform launches. The team prioritizes the ongoing maintenance, integration, and evolution of their learning environment to ensure a user-friendly, seamless experience for meeting compliance training requirements, accessing in-app just-in-time support, and accessing learning to develop professional skills as sales agents.
Here are some of the practices that have allowed the team to provide increased value to the organization:
The majority of Aflac training is curated in one place: their EdCast portal branded as Aflac on Demand. This allows the team to leverage the AI-learning and recommendations that serves agents the type of content that is best suited for their role, the learned preferences of individuals over time, and knowledge of known competencies. This also allows the system to leverage central indexing and search, while maintaining the tracking and metrics needed for regulatory compliance.
Compliance training content is delivered by another Cornerstone portfolio product, SBX (formerly Saba Cloud). This allows the compliance training to be segregated from voluntary training to ensure greater focus and less opportunity for distraction when completing compliance requirements.
Agents begin using the development portal during onboarding so it’s a known site where they can continue to return to throughout their journey. In addition, the team has curated a comprehensive collection of organization announcements and third-party RSS feeds and resources that support agents in sales effectiveness, communication, leadership, and much more all while designing it to be easy-to-find.
As powerful as the one-stop-shop concept has been, Aflac recognized certain cases where they couldn’t put all their duck eggs in one basket. When agents are in front of a customer or in the midst of a process, they need support right then and there.
As a solution, the team also leverages another CSOD Portfolio product, MyGuide, to provide in-app help for Aflac on Demand as well as their client-facing application called Everwell so that agents can effectively navigate processes and technology at the moment of need. The team leverages this to improve digital adoption of technology across the organization. This sustains the initial launch and rollout of systems as new agents join, software changes, and agents navigate less frequent processes.
There’s power in the Aflac flock and the team found that independent licensed agents want to be connected.
“We found that agents wanted to share their expertise and learn from each other,” shares Luke Mansour, Senior Manager, Sales Technology.
This led to the incorporation of incorporating the voices and expertise of agents into the overall learning ecosystem content. The team incorporated Perfect Your Pitch which allowed the sales team to record and share sales presentations with peers and mentors in the organization to improve their communication.
“We want people to shine. For us, it’s not just about the technology they need to be successful. It’s about providing a community and learning culture that puts people first,” shares Mansour. “That’s why we invest in the design, roll-out, and ongoing evolution of our learning ecosystem to ensure we’re meeting the needs of our users.”
Aflac’s comprehensive and ongoing prioritization has been instrumental in allowing their people to soar. They serve as an exemplar of learning innovation that puts people front and center while empowering them to effectively leverage technology to improve the lives of Aflac’s customers.
TiER1 provides ongoing system administration. TiER1 is a strategy activation firm that provides expertise and services to realize the full potential of people and platforms including:
* The Cornerstone Learning SBX (formerly Saba Cloud) implementation partner was rapidLD which is now TiER1 Performance.
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