Human Resource
Hyper-personalization in learning about using AI, machine learning, and real-time data to create highly tailored educational journeys for individual learners. It is about adapting content, pace, and the style of learning based on learner behaviour, skill gaps, and goals.
Mimi: Welcome to the Infosys BPM ”Future of Operations“ podcast series. Today, we’re unpacking a topic that is reshaping business operations and the way talent is developed globally ’Hyper-Personalized Learning‘. Joining us is Sharath Chandra, who has been deeply involved in transforming the learning experience across Infosys BPM. Sharath, great to have you with us.
Sharath: Thank you. Excited to discuss this shift and what it means for our industry.
Mimi: Sharath, let’s start at the origins. Hyper-personalization is a big word today, but where did this trend actually begin and how does that history matter to BPM now?
Sharath: To talk about the roots and origin of this concept, we will have to go back a couple of decades, as far back as to the 1990s and the marketing and advertising industry in that era.
With the proliferation of email and internet usage among the general public, marketers realized that they had this great opportunity, to move away from broadcasting the same message, over and over to everyone, and instead create a more customized message; something that could be targeted to smaller customer segments.
That, was the first step towards personalizing marketing messages.
Over time, with browser data, analytics, and later AI coming into the foray, marketing evolved into hyper-personalization, where they started delivering unique content, and experiences, down to an individual consumer’s level.
This evolution, is relevant to talent development within BPMs too - because the same principles apply to talent and learning. BPM thrives on precision and tailored service delivery. Hyper-personalization now enables us to bring that same nuance, and customization into employee learning and development; which can then help directly impact, service delivery, process performance and customer outcomes.
This improved training coverage, reduced costs, standardized learning access, and enabled multi-location, multi-shift operations — all critical for BPM.
But then, LMS platforms were still essentially libraries. They democratized access to learning, but did not personalize. Employees still needed guidance, relevance, and a curated path, something LMS simply couldn’t offer.
What do LXPs do in addition to what LMS could? They are able to create individual learning journeys – and this could be based on:
They also allow associates to explore their strengths and improvement areas, making learning self-driven rather than mandated.
For BPM, where client processes vary widely and skills must be continuously updated, LXPs offer unmatched agility and precision.
And this, is vital in BPM, where much learning happens informally through shared experiences, best practices, and peer coaching.
LXPs also track user activity and recommend content, that balances learning with productivity-and-wellbeing, which we all know, are extremely valuable in high-volume operational environments – such as in BPMs.
This empowers L&D teams to move from administrative roles to experience designers and strategic partners for operations.
In a post-pandemic hybrid working environment, LXPs enable BPM organizations to deliver personalized, scalable, and engaging learning experiences, improving both employee capability and operational efficiency.
LEX is our AI enabled learning experience platform that helps employees continuously build skills, grow careers, and stay future ready; all of this - at scale, and in the flow of work.
More importantly, it is designed to enable, continuous, personalized, and role relevant learning for our employees. It is a platform that helps create skills and career outcomes; and is not just an app that helps in course completion.
With literally tens of thousands of learning content – LEX has something for everyone – new joiners, team members, managers, Individual contributors, leaders, even for L&D professionals and Training experts.
So yes, we are already up the curve when it comes to hyper-personalizing learning for our employees.Dear listeners, if you’ve enjoyed our podcast today, please don’t forget to subscribe to it on a platform of your choice. Our podcasts are available on Apple Podcasts, Spotify, and several others. Please also remember to share and like it on social media.
If you have any queries, do reach out to us through the email address on the podcast description. You can also watch our website through the Infosys BPM website – www.infosysbpm.com for more exciting podcasts coming up.
Once again, thank you for tuning in, stay safe and sharp and thank you to our guest.
This is Mimi signing off. Have a great day!
