Case Study: ResultsCX boosts CX training speed and outcomes with Articulate 360 AI

ResultsCX boosts new hire proficiency 30–40% faster with Articulate

ResultsCX, a global customer experience management firm, needed its training to be continuous and adaptable to keep pace with fast-moving, highly regulated environments and a shifting global workforce. The challenge was to move beyond one-time training events to deliver ongoing, practical, and culturally adaptable learning at scale for tens of thousands of agents. To achieve this, they turned to the vendor Articulate and its Articulate 360 AI suite, specifically utilizing the Rise authoring app.

The solution from Articulate involved using Rise's integrated AI and custom templates to build scenario-based, interactive training that serves as a central learning hub. This allowed ResultsCX to streamline course creation, achieving a 150% increase in production, and embed real-world decision-making practice for agents. The measurable results were significant: training development timelines accelerated by 50%, new hires reached proficiency 30–40% faster, agents' QA scores improved by 15–25%, and first call resolution rates increased by 10–20%.

ResultsCX