Christy Bratton Jones

Christy Bratton Jones


● Leads a team of Instructional Design Managers and Consultants responsible for new employee onboarding, career progression training, continuing education, and reinforcement for Verizon Consumer Service Group.

● Joined Verizon in 2005 holding various positions of Customer Service, Supervisor, Operations Consultant, Senior Trainer, Designer, and Senior Manager ISD. Actively partners with stakeholders and our frontline customers to transform and create an immersive learning experience that enables them to excel in their roles.

10:00 am - 10:45 am
Oceana AB

Radically Reimagining Systems Training at Verizon

For almost a decade, Verizon’s Global Learning & Development team has searched for more authentic, cost-effective ways to prepare new hires and embedded learners to navigate complex business systems and associated processes while delighting their customers.

Verizon’s Learning Technology Team scoured the marketplace to find that no single solution exists to holistically solve this complex problem. Therefore, a reimagined solution was created combining five separate elements into a seamless and immersive experience that begins in new employee and agent onboarding and carries through to reinforcement opportunities and guided performance support on the job, in the flow of work.

The reimagined solution leverages the power of AI and RPA, including a robust, high-fidelity simulated replication of the production process paired with a conversational chatbot (using natural speech or text) which is orchestrated by Hybrid-Attended Robotic Process Automation (HA-RPA) for asynchronous or classroom training.

•Christy Bratton Jones, Director, Verizon
•Karl Sonta, Associate Director, Verizon