Bridging the Gap: Karl Kearns’ Leap into Digital Learning

Karl Kearns transformed his training approach and created lasting impact at Fiserv with the help of the Digital Learning Institute. Here’s how he upskilled—and how you can, too.

I’m Karl Kearns, a Training Specialist at Fiserv, a global FinTech company with over 45,000 employees worldwide. My role involves developing training for clients on our platform and creating internal soft skills training, such as communication and unconscious bias. Transitioning from delivering face-to-face sessions to creating digital content was a major leap, which is why I turned to the Professional Diploma in Digital Learning Design to develop my skills.

The move from in-person to online training was more challenging than I expected. While I was confident as a trainer, I realized I needed better skills in content design, audio production, and visual elements to create effective digital learning experiences.

After researching courses, DLI stood out as the perfect fit. I had previous experience with John Kilroy, the founder of DLI, and knew their programs were highly regarded. The Diploma offered exactly what I needed to bridge the gap and produce impactful content for my organization.

The course taught me the most effective methods of digital learning, including eLearning videos and tools like Articulate Storyline. It helped me gain confidence in creating engaging, interactive content that learners respond to.

A significant shift for me was improving my audio production skills—something I had previously struggled with. Now, I feel comfortable incorporating professional-quality audio into my work, which has elevated the impact of my training materials.

The content I’ve developed is already showing results. By creating resources that empower our clients to resolve their own queries, we’ve started to reduce support tickets and improve resolution times. This not only increases efficiency but also enhances client satisfaction.

I’m also working on reducing requests for virtual classroom sessions by creating self-driven eLearning that meets the same needs. Although it’s still early days, we’re already seeing positive trends, which is incredibly satisfying.

Over the next 12 months, my focus is on enhancing client satisfaction and improving our “likely to recommend” (LTR) scores. By continuing to implement what I’ve learned from the Diploma, I aim to further reduce support tickets, improve service delivery, and contribute to Fiserv’s growth by retaining and attracting clients.

The best investment you can make is in yourself. Since starting the Diploma, my career and skills have progressed faster than they did in years before. Whether you’re a beginner or looking to enhance your expertise, I highly recommend DLI’s courses. It’s a no-brainer if you want to excel in this dynamic industry.