Founded in Switzerland in 1872, Zurich has grown to 55,000 employees provide car, home, life, and liability protection to individuals, small businesses, and multinational organizations. Zurich has a deep commitment to its values of integrity, customer centricity, sustainable value creation, excellence, and teamwork.In 2010, the Group Operations and Technology (GOT) division was created to develop a customer service model and training, which would help drive business.

As Hiltons portfolio continues to expand, so does its demand for new training. All of them needed some level of training, and existing team members also required ongoing learning.

For a time, the landscape for learning seemed to have reached a steady state: Traditional instructor-led training remained the go-to option for priority programs, alongside classic coaching and mentoring initiatives for one-on-one (personal) development. E-learning courses, supported by a learning management system, provided self-directed alternatives where scalability or cost concerns dictated. Nagging questions about usage and impact remained, with some resources grossly underused and key metrics on such areas as leadership pipeline remaining stubbornly...