Building programs that survive first contact with reality — and designing the audit-refresh cycle that keeps them relevant long after launch.
I’ve built training programs at every scale — from a global 160-person technical support operation at Tyco/JCI, to a 254-person post-merger onboarding at AudienceView, to multi-product-line enablement programs in shared services.
The pattern that fails every time: launch a training program, tick the box, move on. Six months later nobody remembers it, the process has changed, and the tools have been updated without anyone updating the training.
The pattern that works: audit → gap analysis → build → launch → schedule the refresh before you launch. This pillar covers how to do that at every level of an organisation.
“Schedule the refresh before you launch. If you don’t plan the next cycle at the start, it never happens.”
How to design training that works — from needs analysis to content structure to delivery format. Covering new hire onboarding, advanced upskilling, and role-specific knowledge tracks.
The audit → gap analysis → rebuild → relaunch cycle that keeps training current without starting from scratch every time.
Getting teams to actually use the platforms, dashboards, and processes you’ve built. Change management for tool rollouts, SOP governance, and the training layer that PSA migrations require.
When I joined AudienceView, new agents were onboarded through tribal knowledge and experienced agents had no career path. AudienceView University changed both — a structured L1–L3 certification curriculum that got 100% of the team certified, established a 90-day structured onboarding track, and became the training foundation for the post-merger combined company.