Overview
Most teams still train for software adoption the same way: build content in an authoring tool, publish it, and hope people remember it later. But real work happens inside the application—under time pressure, across dozens of tools, and with constant change.
In this session, you’ll see an Agentic Digital Adoption OS that closes the Knowing–Doing Gap by capturing real workflows once, then automatically turning them into multiple outputs: videos, step-by-step user guides, and “show me / guide me / test me” simulations. You’ll also see in-app performance support that guides users at the moment of need—right inside the software they’re using.
The newest layer goes beyond guidance: AI agents that can complete routine tasks in browser and desktop applications, with optional approvals so humans stay in control. Think: fewer repetitive clicks, fewer errors, faster onboarding, and more consistent execution.
If you’re responsible for learning, enablement, operations, or software rollouts—and you want measurable adoption without more content bottlenecks—this demo will show a practical path forward.
Key Learning Objectives:
- Identify the core building blocks of an Agentic Digital Adoption OS—workflow capture, auto-generated learning assets, in-app guidance, and task completion—and where each fits in the “Knowing–Doing Gap.”
- Learn a practical implementation approach: select high-impact workflows, capture once, publish to multiple channels, deploy in-app performance support, and add human-approved task completion for routine steps.
- Define success metrics and a pilot plan: time-to-proficiency, error reduction, ticket deflection, task cycle-time, and adoption rates—plus how to run a 2–4 week proof-of-value with clear ROI.
Who is this for?
- Customer support and contact-center leaders (support ops, knowledge management, QA).
- Training, enablement, and L&D teams (software trainers, onboarding, customer education).
- Operations and transformation teams (process excellence, change management, IT/business ops).
- Product and customer success teams responsible for adoption and renewals.
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Harvey is a veteran in the eLearning space and has been speaking, writing, and designing learning solutions for over twenty-five years.
He is a pioneer in the fields of eLearning, Mobile Learning, Social Learning, Performance Support, Knowledge Management, and Artificial Intelligence in Learning. Harvey has worked with thousands of learning organizations around the globe and designed learning systems and tools to serve the vision of creating, managing, and delivering the right learning to the right person at the right time. Prior to Instancy, Harvey served as Chief Learning Technology Officer for Centra Software, following the merger of Centra Software and the company he co-founded, MindLever. Harvey also served as an advisor to eLearning standards organizations such as ADL and IMS more.
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