Session Recap: AI-Powered Learning: Key Takeaways from John Findlay at Future Branches Boston 2025

Day 1 Track A - Presentation_Learning That Clicks

Kaitlyn Meade, Event Director, Future Branches: with that, we are gonna move on to welcome to the stage, John Finley, CEO of Lemonade. Give him a round of applause. We are gonna get started with an amazing presentation. I know John always brings some interesting tech on game-based learning. Okay.

John Findlay, CEO, LemonadeLXP: Wow. Quite the intro. This is gonna be super interesting.

It's the first time I've ever presented. Without having a computer and running, running the show in the back of the room, I have aj, maybe you can raise your hand. AJ's really good at business solutions, not so good at tech, and he's gonna drive the the presentation. So this one's gonna be really interesting.

So John Finley Lemonade, LXP we are an all in one learning platform for financial institutions, and today I'm gonna approach that. That we've built to help banks and credit unions with their training staff, and their challenges. So first thing that we hear when we talk to our customers and prospects is that they're going through a transformation being forced to become tech companies so that they can meet the customer or the member where they are, and that is causing.

A bunch of things at the bank. First of all, branches are moving from transactional to advisor, as I'm sure most of you guys know. And that has an impact on staff. So in a lot of cases, staff don't have the knowledge and skills for the modern branch. And so they need ways to get them engaged and to train on the various different products and digital solutions.

And they don't have the right tech to do it. Often they're saddled with antiquated LMSs that are generally used for compliance training. And l and D also lacks the time and resources because their main focus tends to be the compliance stuff and running that LMS. And so those are the kinds of challenges that they're being faced.

And then the last one is that leadership. Often views training as an expense and not a profit center. And that's because if all you're doing is compliance training, then it is an expense and it's something that you're doing to satisfy an auditor. And all of this has a ripple effect across the organization.

And aj, you're getting a little slow. The first one is it creates stress for frontline staff members who can't solve customer problems or don't know how to explain things to them. And that is, we're hearing that a lot. And that job stress can lead to sick days. Attritions causes stress for people and that has a.

Continued effect across the organization. And then the other thing is limiting cross-selling. In today's world all of our customers want their staff to be able to choose the right product and position the right product at the right moment. But that takes training and not just understanding of your products and so forth, but also soft skills, training and so forth.

And so the last piece is it has a negative impact and I'm pretty proud of that. This this spelling mistake I made because I didn't want to offend the banks or the credit union, so I invented a new word called custom bur, and it covers both. Yeah, you, that's, there's be a little TM on that you'll have to use, you'll have to get my approval to use it.

But that is what's happening is this negative impact on the customer and member experience. And so that's where trying to provide better training and better support in the flow of work. Is what our customers and prospects have been looking for. So AJ's gonna now switch over.

This is where we could have trouble the tech guy again. Okay. Here we're, okay. So what you're looking at now is the backend, the AI knowledge base that powers. Lemonade, LXP, which is new. We brought this out near the end of last year. So at the click of a button, you can create a private, secure database that doesn't share your information with the outside world.

And you can drop documentation in virtually any format. AJ could have highlighted it, but he didn't. I'm not being picky. These are all the documents. Oh, he is. Going back to highlight it. Look at them. Oh, he didn't do it. These are all the documents in here that you can see. So you upload documents in virtually any format and then what you can do, he is doing the format.

Hand of applause for aj. So then what you do once you've got those in is you go over to Blueprint Takes a second to verify because we're in a different location. Okay. So if we wanted to create a course on Universal Banker. We would go in, we would click Collection Blueprint, and from there it would create, it would spawn a collection that we then write prompts that will automatically author the content based on the source material that we put in that knowledge base.

So you can see there's a prompt been written here. And then you go in and you hit fetch FET Source text. And what that does is it reads all the documentation in the database, synthesizes it and writes an article. And this is like the the human in loop piece. So you can read this article and go, does it accurately reflect.

The knowledge that we've put into the knowledge base and the information that's in there, and if it does, you can go and you can click on references and you can go and click on author. If you clicked on references, it would show all the documents it referenced. But when you go to author, it lets you choose your style and your tone, which you do, and you can see all the ones AJ's highlighting for us.

You select your tone and then you click author and then you sit back and have a sip of coffee, talk to a colleague, and boom, it's done. So these, for this course, these are the steps we authored and we won't author live 'cause we only have 20 minutes and it does take two or three minutes to offer a module.

The first one I want to show you, hold on one sec, aj. This one. Inside AI authored a script. We then took that script and put it in Synthesia. So we didn't build an AI video tool because there's so many out there. So integration. So in a matter of minutes, we put and created,

of course, you mess up the.

Okay, here we go. Flow internet speeds.

[Video Demonstration]: Hi there. You're embarking on an exciting journey into the world of universal banking. As a universal banker, you'll be the go-to person for all things. Okay, thanks

aj. Okay, so that introduces the course. Some people prefer to read though. So Insight AI also wrote. A comprehensive article based on all the source material.

And this article will introduce universal banking. Explain what it is. Talk about the evolution of banking. If you could scroll down, aj. And it goes, walks through the change in customer service model and at, even at the end, it explains a day in the life and it will even assign a little exercise all written by AI in a matter of seconds.

AJ's not as fast as me. And then so the next piece is long form content. Often you have it in your learners will tick a box that says they read it. Lemonade can morph that into a game. And so here's the long form content, but in it, or nested nine mistakes and you have five lives to find them.

We'll see if AJ can find one in the time that, oh, he and so your job is to correct. So you can't just read the, read it and tick a box. It says you read it, you actually have. Solve the puzzle, which verifies that you read it and understood it. So that's another form of content that it can create. Next up it just created a simple, true or false game, but it builds the game, the animations, the content, everything at the click of a button, all based on the source material, even writes your feedback loops, which are your teachable moments.

Thank you aj. And then last or second, last we, it actually wrote a crossword puzzle. Again, AI generated ai. AJ will show it to you for a second. Be fun to watch him, see if he could solve any of them. But that all authored in seconds as well. And then the last piece is a virtual customer interaction.

Or virtual member interaction depending on where you sit. And these, which used to be very difficult to author because you have to author every stream that's possible in the conversation. Now they're authored in a matter of seconds with inside ai. And so once you author it, it puts it into the library and you can go and review it.

You can make changes to it or you can just use it as ai wrote it. So there's two spots where the human's in loop first reviewing that synthesized article based on the source material, and then reviewing the actual content that it puts out. So I can distribute that content to staff, but I can also distribute it to my new word customers.

And this is the customer facing education portal. So some content that you author. Would only be suitable for internal staff, but some might be suitable for educating members or customers. So in this case, lemonade also has invest. Once you've logged

[Video Demonstration]: into online banking, select Pay a bill. Choose a B, C Company As your payee, choose next, select the account.

The funds will come from.

Sometimes AJ gets sick of hearing me talk, and so he has stuff that talks over me. But you Lemonade as the fastest tools for authoring walkthroughs of any software app. So that's one thing that you might want to put customer facing, but also financial wellness, financial literacy, fraud, these types of things where you want to educate customers.

You can author that content and you can distribute it via our customer academy at the click of a button. And lemonade creates. Not just the content, but it actually creates the website that you see there that says FDIC on the top, and Solis Bank, branded, searchable, WCAG compliant. All you have to do is enter some variables and it authors the site, and then you populate it with content.

So it's very easy to create customer education with AI and then distribute it. So again, distribute it to staff, distributed to customers, all based on the knowledge base that. We also, because we know that departments are often strapped in terms of resources, so we've actually created exchange of ready made.

Content for financial institutions that has compliance training in there. It's got universal banking, it's got financial wellness, literacy, all sorts of different things. AJ's walking you through some of the courses now and this is how they, how you originally would search for them, but we recently launched our new version of the content exchange.

So aj, if you could just jump over there for a sec. So now in the content exchange, you can enter a subject matter that you want training on and you can find the course you want and then it'll show you what the steps are and you can click install and it puts it in your instance. You can then use it as is, or you can review it and tweak it for your own financial institution.

But that's taking a ton of the load off for content creation for our customers. Now, the last piece I wanna talk about is, so you take training, aj, you need to go back to the software. There's one more thing. Ah, this is, hopefully you have this on video. So if you go back to the learner part, so sometimes you take your training and you can find yourself in the flow of work.

Not sure why not remembering exactly what you took. So there's actually an ask feature in here. And so you can ask at any question. We could askj to type, which would be.He's asked the question, what are my responsibilities where protecting the consumer privacy is concerned? That is going to query that same database we created at the very beginning of this presentation, and it's gonna provide a synthesized answer for the staff member in the flow of work. So here's the answer, and it actually.

Even references the spots in the doc in the documentation. If you scroll down, you can also download the reference you can see at the bottom. So it gives you support in the flow of work and, but what's really beautiful about it is its ability to synthesize. So if I said I have a customer coming in to talk about mortgages, and I want to make sure that I'm KYC compliant.

What should I talk about and how should I talk about it? It'll synthesize that from regulations, internal policies, product knowledge about your mortgages, synthesize all that into one answer so that staff member has concise direction on how to handle that situation, and that's having an impact in a bunch of different ways.

Aj, we can go back to the impact.Not as.

We've been able to reduce in-person training. We've seen some of our customers have seen a reduction in staff attrition because they're better trained, they're less stressed. Training on content authoring time has decreased significantly. And we've been able to reduce traditional training and move a lot of it to digital and all part of that.

The other thing that doesn't have in there is getting staff, new staff ready faster, which one of our customers has seen over percent. They can train them with micro learning and then they can support them once they're live so they can get live a little faster because they have that AI aid in the flow of work.

Thanks, aj. We can go to the next slide. So that's it. Thank you very much. Appreciate you you being here and watching the demo. How about a big hand for aj? Thank you. If you guys have any questions, hit me up. Questions. There's one right back there. Couple.

We, our fir we actually built the product for a large regional, and they, we asked if they could see their. Their existing learning and I, I won't say what system it was in, but it was pretty bad. And so we thought we could turn that into lemonade. So that kind of.

Audience Question: Yeah. One more question back here. I have an identity crisis by listening to this because I feel like you're an lms, but also a chat gt on steroids. Do you have the same type of functionality as an LMS and recording traditional trainings and that.

John Findlay, CEO, LemonadeLXP: Much of LMS functionality exists in lemonade, but not all is what I would say is my truthful answer. We're continually we iterate on this all the time. In fact, we've democratized our roadmap and so what we do is we have a thing called product board. We invite all our customers to submit feature requests, and then when we go to development, we

our vote.

And that has led to a bunch of LMS functionality because our customer.

Make some changes to the platform so that it can satisfy the same business objectives that the LMS did while tackling some of that frontline training that the LMS wasn't tooled like optimally for. If that answers your question, but please come by the booth if you have specific questions about functionality.

AJ does know stuff about that. Alright, thank you very much. I appreciate it.

Kaitlyn Meade, Event Director, Future Branches: Thank you so much.Thank you John, and thank you for our driver in the back. We'll give you a medal.