How top companies are using VR to help employees better understand each other — and the customers they serve
. Using VR in empathy training resulted in better overall outcomes for both companies, they told Business Insider.Fidelity's VR training virtually transported workers from call center to the homes of the customer in the mock interaction. The workers address the problem while seeing it play out, so they're connected to a real-life experience they may not have felt personally.
The VR training replaced more formal instruction within a classroom. Previously, select staff would enact a role-playing exercise while other new employees watched. With VR, everyone gets to go through every experience as many times as they want. Schouela tracked the customer satisfaction scores of associates who went through the VR pilot training versus those who didn't. The team found enough of a difference to expand the pilot and think about scaling the program.
Nearly everyone who completed the pilot program last year said they had more empathy and appreciation for operations workers. The pilot was so successful that the VR-based program is now part of Hilton's six global corporate offices, and is required for all team members within their first year, Stroud said.
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