AIB CX

AIB Customer Experience Programme

Designing learning experiences that inspire and endure.

Client

AIB

Sector

Banking

Type of work

Employee Education & Engagement Programme

Departments involved

Cognation, Design, Production

Year

2025

What we did

Designing immersive learning to drive long-lasting behaviour change

Real Nation designed and delivered a large-scale employee learning programme built around experiential learning and behavioural science, with gamified elements for interactive enhancement. The programme combined modular learning tools, facilitated workshops and a travelling immersive experience, all carefully structured to encourage reflection, participation and real-world application.

Using proven educational methodologies, we translated complex ideas into engaging, accessible experiences. Game mechanics, scenario-based challenges and interactive environments were used to reinforce learning, build confidence and support consistent behaviour change across diverse teams.

High-quality production design brought the learning to life; from tactile installations and spatial design to audiovisual storytelling; ensuring the programme felt impactful, credible and memorable at every touchpoint.

AIB Customer Experience Lab panel with large welcome message over a photo of two people smiling outdoors.
AIB Customer Experience Lab “Support” panel explaining journey mapping steps and customer pain points.
AIB Customer Experience Lab exhibit with customer quote panels and two “Customer Stories” listening stations.
AIB Customer Experience Lab “Proactive” exhibit screen inviting visitors to choose a CX game to start - "CX Mythbusters" and "CX Vault Breaker"
AIB Customer Experience Lab wall showing Customer NPS metrics and CX emotional components.
AIB CX Lab display wall showing “CX in Numbers” customer experience statistics at an exhibition.

The Challenge

Embedding closeness and empathy at scale

To engage a large, cross-functional workforce through a shared learning experience that felt relevant, energising and practical; while maintaining consistency across locations and roles.

The programme needed to go beyond awareness, equipping people with tangible tools and methods they could apply in their day-to-day work.

The outcome / impact

A programme equipping 10,000+ staff

The programme created a shared learning language across teams, supported hands-on skill development, and fostered a culture where reflection, collaboration and user-centred thinking inform everyday decisions.

By blending gamified learning with strong facilitation and standout production, the experience achieved both scale and depth; engaging large audiences while still feeling personal and meaningful.

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Staff engaged across the programme
Locations nationwide reached through the travelling experience with 5 more to come in 2026
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Participants experienced the immersive flagship installation
/5
Average rating from employees that experienced the Lab

Our Work

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