How on Earth Do You Turn Any Employee Into a Digital Advocate?

A digital activation strategy that supports all of RBC digital activities from retail banking to business banking to commercial banking.

RBC’s Digital Learn, RBC Digital Demo, and RBC Public Demo have been in-market for about 4 years with the Horizn platform. In this video, Bryan Herskovits, Director, Digital Activation – Digital, Personal & Commercial Banking, RBC Royal Bank, talks about how they’ve continued to invest in these platforms and what started off as a way to train on mobile, now includes Apple Pay, Apple Watch, online banking, their MyAdvisor platform, RBC’s entire loyalty program, business banking digital solutions and commercial banking

“We need to find a way to get our employees in a place where they can advocate for our digital solutions. Where they can speak to them confidently, competently, and at the right time and the right way to our clients,”  says Bryan Herskovits.

Bryan addresses the need to have learning outside the firewall with RBC’s Public Digital Demo, as absolutely pivotal to getting clients fluent on digital. RBC Navigators (digital Ambassadors) are also engaged in the platform, with specific platform tools dedicated to helping them train peers and clients. The platform is responsive to working both outside the firewall on mobile devices and inside the bank’s back end. By extension, it works on all RBC’s customer mobile devices, allowing for digital learning to be widely distributed.

The platform uses micro-learning, really short burst learning and gamification, that’s the points element. Every time a demo is done with an employee and a client, that employee gets credit for doing that demo. Every time employees complete a learning module, they earn points.

“It is a fast way to train and it is a fast way to bring all the things our agile development labs are developing and putting in market to the employees.”

Bryan goes on to talk about how all behavior is tracked. The tracking has enabled RBC to see both where they were excelling and where they may be deficient. It has indicated where they can improve products and where they need to train their digital navigators more – most importantly, it has shown how quickly they went to market.

Even more astonishing than the 20 percent uptake in mobile banking usage, was the change in culture that emerged.

Watch the video to learn more or download the RBC Celent Model Bank Award Case Study to read more about RBC’s Digital Activation Strategy