Performance Matters | A 5 Moments of Need® Podcast Series

What happens when a large learning organization shifts its focus from delivering training to enabling performance?

In this episode of the Performance Matters podcast, Bob Mosher sits down with Christy Pletcher and Scott Schmoldt of UnitedHealthcare (UHC) to explore their real-world journey toward building a performance-first learning organization. Together, they share four principles that have helped UHC transform how its learning teams design, support, and measure learning in the flow of work.

The conversation explores spaced learning, automating knowledge, subtraction over addition, and engaging to align—and, more importantly, how these principles have been applied to real business challenges. Christy and Scott share examples of using microlearning over time, changing workplace conditions and incentives to reinforce new behaviors, reducing unnecessary training, and aligning learning efforts around measurable performance outcomes.

The results are significant, including stronger performance, reduced onboarding time, increased digital engagement, and a reported $10 million annual run-rate savings from one redesigned onboarding program.

This episode offers an inside look at how UHC is moving beyond the traditional “training event” mindset and building a learning organization that helps people perform better, faster, and in the flow of work. It’s a practical case study for learning leaders looking to build a 5 Moments of Need capability and demonstrate greater business value. Listen or download now!

 

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For more 5 Moments of Need resources, visit our website, join the conversation, attend the 2027 Summit, and subscribe to this podcast so as not to miss a single episode.

Copyright © 2026 by APPLY Synergies, LLC | All Rights Reserved. 

In the first episode of our Trailblazer Series, Bob Mosher sits down with 5 Moments of Need Trailblazer Award recipient Dr. John Townsend to explore what it really takes to transform learning into measurable business performance.

Drawing on more than 30 years of experience in financial services and organizational learning, Dr. Townsend shares how a performance-first mindset has helped multiple organizations reduce training time, improve employee performance, accelerate change adoption, and demonstrate measurable business value. Along the way, he explains why traditional training alone isn't enough, how digital coaches support employees in the moment of need, and why partnering with business and finance leaders is essential to proving ROI.

The conversation also looks ahead to the future of L&D, exploring how AI, workflow learning, and well-designed performance support can reduce cognitive load, help organizations adapt faster, and allow learning professionals to focus on what they do best.

Whether you're just beginning your 5 Moments of Need journey or looking to elevate your learning strategy, this episode offers practical insights, proven approaches, and inspiration for becoming a true performance partner. Download or listen now!

 

About the Trailblazer Award

The 5 Moments of Need® Trailblazer Award recognizes learning leaders who are driving meaningful change by applying the Five Moments of Need framework to improve performance in the flow of work. Presented annually, this award honors individuals who have demonstrated vision, determination, and measurable progress in transforming how their organizations enable employees to learn, perform, and adapt. Trailblazers champion innovative approaches to workflow learning, inspire others through their leadership, and deliver lasting business impact.

 

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Use this form to let us know you’re interested in scheduling a call with a member of the team. We’re always happy to discuss your current, future, or aspirational initiatives in real-time.

For more 5 Moments of Need resources, visit our website, join the conversation, and subscribe to this podcast so as not to miss a single episode.

Copyright © 2026 by APPLY Synergies, LLC | All Rights Reserved. 

AI is transforming the way organizations work, but successful AI adoption starts with understanding the work itself. In this episode of the Performance Matters podcast, Bob Mosher welcomes back Dr. Con Gottfredson to explore the emerging concept of task intelligence and why understanding work at the job-task level is critical for organizations seeking to leverage AI effectively.

Together, Bob and Con discuss why many skills-based initiatives have struggled, how task intelligence provides a more practical path forward, and why organizations must move beyond a technology-first approach. They explore how AI can augment human performance, the importance of maintaining the right human-AI balance, and how methodologies like Rapid Workflow Analysis help organizations identify which tasks can be automated, augmented, or require human expertise.

A must-listen for L&D leaders, business leaders, and anyone navigating the future of work, AI, and human performance. Listen or download the episode today!

 

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Use this form to let us know you’re interested in scheduling a call with a member of the team. We’re always happy to discuss your current, future, or aspirational initiatives in real-time.

For more 5 Moments of Need resources, visit our website, join the conversation, and subscribe to this podcast so as not to miss a single episode.

Copyright © 2026 by APPLY Synergies, LLC | All Rights Reserved. 

What does true learning engagement look like—and why is it about much more than course completions and attendance metrics?

In this episode of the Performance Matters Podcast, Bob Mosher sits down with Dr. Becky Willis, author of Seven Steps to Better Learning Engagement: Driving Business Results, to explore how Learning & Development must evolve from a training-focused function to a strategic business partner.

Drawing on her experience as an executive, learning leader, and CLO, Becky shares practical insights on gaining executive buy-in, aligning learning initiatives with business goals, and shifting from content creation to performance consulting. Together, Bob and Becky discuss why traditional training approaches are losing relevance, how AI and modern learning technologies can enable performance at scale, and what competencies learning professionals need to remain valuable in a rapidly changing workplace.

Whether you're a learning leader, instructional designer, performance consultant, or business executive, this conversation offers a practical roadmap for creating learning experiences that drive measurable impact and enable performance in the flow of work. Listen or download the episode today!

 

Have questions about this content or another resource on the site? Let us know!

Use this form to let us know you’re interested in scheduling a call with a member of the team. We’re always happy to discuss your current, future, or aspirational initiatives in real-time.

For more 5 Moments of Need resources, visit our website, join the conversation, and subscribe to this podcast so as not to miss a single episode.

Copyright © 2026 by APPLY Synergies, LLC | All Rights Reserved. 

In this episode of Performance Matters, Bob Mosher sits down with Dr. Conrad Gottfredson to explore how AI is transforming the way we design learning, support performance, and enable work. Together, they discuss how AI can accelerate workflow analysis, enhance digital coaching, and help organizations strike the right balance between human expertise and automation.

Con shares why Learning & Development is uniquely positioned to guide AI adoption, reduce organizational risk, and ensure technology enhances—not replaces—human performance. From AI-powered workflow learning to the future of digital coaches and workforce transformation, this conversation offers a practical roadmap for putting performance first in an AI-enabled world.

Whether you're exploring AI, workflow learning, or the future of workforce performance, this is a conversation you won't want to miss.

 

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Use this form to let us know you’re interested in scheduling a call with a member of the team. We’re always happy to discuss your current, future, or aspirational initiatives in real-time.

For more 5 Moments of Need resources, visit our website, join the conversation, and subscribe to this podcast so as not to miss a single episode.

Copyright © 2026 by APPLY Synergies, LLC | All Rights Reserved. 

In this Performance Matters episode, Bob Mosher sits down with learning and change expert Megan Torrance to explore why change is so challenging in learning and performance projects—and why it doesn’t have to be.

Megan breaks down how human relationships, psychological safety, and a shift away from perfectionism can make change feel more manageable and even energizing. Together, they discuss how adopting a “change-ready posture,” embracing iteration over perfection, and focusing on performance (not just deliverables) helps L&D teams stay adaptive in a volatile world.

Listen, or download this episode now, for a practical look at leading change with empathy, clarity, and purpose.

 

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Use this form to let us know you’re interested in scheduling a call with a member of the team. We’re always happy to discuss your current, future, or aspirational initiatives in real-time.

For more 5 Moments of Need resources, visit our website, join the conversation, attend our upcoming Summit, and subscribe to this podcast so as not to miss a single episode.

Copyright © 2026 by APPLY Synergies, LLC | All Rights Reserved. 

In this episode of the Performance Matters Podcast, Bob Mosher steps back to connect the dots across months of conversations, posts, principles, and field insights reshaping how we think about workflow learning. With the rapid rise of AI and the accelerating pressure on organizations to do more in the flow of work, Bob unpacks a major shift underway in L&D—from a training-first identity, to performance-first, and now toward a productivity-first mindset.

If you’re rethinking how L&D shows up in a world of automation, shifting roles, and nonstop change, this episode brings clarity, challenge, and a path forward. Download or listen now!

 

Have questions about this content or another resource on the site? Let us know!

Use this form to let us know you’re interested in scheduling a call with a member of the team. We’re always happy to discuss your current, future, or aspirational initiatives in real-time.

For more 5 Moments of Need resources, visit our website, join the conversation, attend our upcoming Summit, and subscribe to this podcast so as not to miss a single episode.

Copyright © 2026 by APPLY Synergies, LLC | All Rights Reserved. 

In this final installment of our 3-part series with the remarkable Global Learning Team at Uber, host Bob Mosher sits down with Adina Nichols, the leader behind Uber’s Learning Technology & Operations vertical. After hearing from Esha and Rav in earlier episodes, this wrap-up brings their story full circle—showing how the right technology, paired with the 5 Moments of Need framework, is transforming learning at scale for tens of thousands of global customer support agents.

Adina shares Uber’s journey from manual spreadsheets and traditional eLearning to a unified performance-first ecosystem powered by a digital adoption platform, an LCMS built for structured authoring, AI-ready content, and a maturing digital coach. She pulls back the curtain on what it really takes to modernize learning inside a fast-moving, constantly shifting organization—where product changes happen daily, and agents need real-time support to perform with confidence.

It’s a powerful look at what happens when methodology, technology, and brave organizational change come together. Download or listen now!

 

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Use this form to let us know you’re interested in scheduling a call with a member of the team. We’re always happy to discuss your current, future, or aspirational initiatives in real-time.

For more 5 Moments of Need resources, visit our website, join the conversation, attend our upcoming Summit, and subscribe to this podcast so as not to miss a single episode.

Copyright © 2026 by APPLY Synergies, LLC | All Rights Reserved. 

In Part 2 of this three-part series with the global learning team at Uber, we sit down with Ravish Sikka, Uber’s Global Learning Design Leader, to explore the power, and necessity, of implementing a true workflow learning methodology at scale.

Building on episode 1 in this series where Esha unpacked strategy and stakeholder buy-in, this episode dives into the practical side of transformation: how Uber adopted the 5 Moments of Need framework to close the gap between knowing and doing in one of the world’s fastest-moving, highest-stakes operating environments.

This episode is a must-listen for learning leaders looking to implement workflow learning at scale, build cross-functional alignment, and move beyond content creation toward true performance impact. Download or have a listen now!

 

Have questions about this content or another resource on the site? Let us know!

Use this form to let us know you’re interested in scheduling a call with a member of the team. We’re always happy to discuss your current, future, or aspirational initiatives in real-time.

For more 5 Moments of Need resources, visit our website, join the conversation, attend our upcoming Summit, and subscribe to this podcast so as not to miss a single episode.

Copyright © 2026 by APPLY Synergies, LLC | All Rights Reserved. 

In the first episode of our 3-part series with Uber, Bob Mosher sits down with Esha Bhatnagar to explore how Uber is redefining learning through the 5 Moments of Need and workflow learning.

Esha discusses the inside story of building buy-in, engaging stakeholders, and shifting the organization from traditional training to embedded, in-the-workflow support. She reveals how understanding learner context, running proof-of-concepts, and empowering the L&D team have helped transform learning into a true performance enabler.

This episode offers practical insights for learning leaders ready to adopt a scientific, performance-first approach and create real impact where work happens. Download or listen to this first episode now!

 

Have questions about this content or another resource on the site? Let us know!

Use this form to let us know you’re interested in scheduling a call with a member of the team. We’re always happy to discuss your current, future, or aspirational initiatives in real-time.

For more 5 Moments of Need resources, visit our website, join the conversation, attend our upcoming Summit, and subscribe to this podcast so as not to miss a single episode.

Copyright © 2026 by APPLY Synergies, LLC | All Rights Reserved.