From Chalkboards to Digital Platforms: The Evolution of L&D with Richard Bores

A Four-Decade Journey in Learning & Development

Picture this: A young teacher in the late 1970s, pushing a single computer on a cart from classroom to classroom. Little did Richard Bores know that this humble beginning would set the stage for a four-decade adventure in Learning & Development (L&D).

I coded the very first computer-based training course at Travelers using a mainframe. My career has coincided with the advent and evolution of instructional technology, allowing me to be part of many firsts in the field.

From those early days to becoming a digital adoption expert, Bores’s career has mirrored the evolution of instructional technology itself. This unique perspective has allowed him to adapt, embrace new technologies, and contribute to the shifting landscape of instructional design and learner experience strategies.

Revolutionizing L&D at Sentry Insurance: A Case Study

At Sentry Insurance, Bores had the opportunity to implement a comprehensive and innovative learning model. Here’s what made it stand out:

• Business Partnerships: L&D was positioned as strategic business partners, not just service providers.
• Performance-Focused: The strategy emphasized measurable outcomes and behavioral changes.
• Learning in the Flow of Work: Just-in-time learning integrated into daily processes was championed.
• Holistic Approach: Both cognitive (“head”) and emotional (“heart”) aspects of learning were considered.

At Sentry, we developed a model that said we are going to be business partners, not service providers. We established a stringent governance model with accountability and regular conversations.

The Game-Changer: Digital Adoption Platforms (DAPs)

The introduction of a Digital Adoption Platform (DAP) was a pivotal moment in their strategy. It reinforced Bores’ long-held beliefs in informal learning and learning in the flow of work. The benefits were significant:

• Enhanced user confidence
• Seamless transition to remote work during the pandemic
• Reduced formal training time without compromising performance

The DAP was a gift that aligned perfectly with our core learning strategy.

Case Study: DAP Implementation in Claims Processing

When Sentry introduced a new claims application, they faced a significant challenge: minimizing disruption to critical call center operations. The solution? Implementing a DAP.

We were able to go remote with our claims learning by choice, not necessarily because of the pandemic, but by choice in large part because we had Whatfix attached to the program.

The results were impressive:

• Reduced in-person training time
• Significant cost savings on travel and accommodation
• Maintained performance levels despite the shift to remote learning

The Future of L&D: Bores’ Predictions

Looking ahead, Bores sees several key areas shaping the future of L&D:

• Data-Driven Insights: The need to leverage analytics to gain deeper insights into employee performance and learning patterns.
• Democratization of Learning: L&D teams should become facilitators or “shepherds” of learning within organizations.
• Adaptive Learning Technologies: The evolution of tools like DAPs will enable more personalized, context-specific learning experiences.
• Focus on ROI and Efficiency: Demonstrating the ROI of learning initiatives will become increasingly important.

Q&A: Advice for Aspiring L&D Professionals

Q: What’s your advice for L&D professionals looking to advance their careers?

A: Bores advised, “One thing that helped me be successful was that I got to sit in all the seats along the way – facilitator, designer, developer, project manager, team lead, supervisor, and finally more of a leader executive. I encourage people to move sideways in their career sometimes and not always just need to go upward to become effective as a leader over time.”

Conclusion: Embracing the Future of L&D

As Bores reflects on his journey, he’s excited about the future of L&D. The field is evolving rapidly, and he believes there’s never been a more exciting time to be part of it. His advice to fellow L&D professionals? Embrace data-driven decision-making, foster a culture of continuous learning, and remain agile in the face of technological and organizational changes. The future of learning is in our hands – let’s shape it wisely.