Performance Matters | A 5 Moments of Need® Podcast Series

In this episode of the Performance Matters Podcast, Bob Mosher sits down with 2025 5 Moments of Need Trailblazer Award winner Karen Conlin to talk about what it really takes to move from a training mindset to a performance mindset—especially when you’re working with a small L&D team and limited organizational support.

Karen shares her journey from instructional designer to performance-focused practitioner, including how discovering the 5 Moments of Need methodology changed the way she thought about her work. She walks through a real-world proof of concept she built around legal billing workflows, how putting work and context at the center transformed the experience for new hires, and why simply providing information isn’t enough when employees need to perform.

But the journey wasn’t without challenges. Karen candidly discusses resistance from L&D, the business, and managers; the importance of bringing stakeholders along early; lessons she learned about targeted training and digital coaching; and why organizational culture can ultimately determine how far a performance-first approach can go.

Most importantly, Karen offers a practical starting point for L&D professionals who may feel they don't have the resources—or permission—to make a major shift: start with the workflow. Mapping the work with the business can change the conversation, improve training, and create a foundation for performance support.

Listen or download this candid conversation about experimentation, resistance, lessons learned, and taking the first step toward making work easier for people 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, 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. 

What if the problem with learning evaluation isn’t the metrics—but the system we’ve built around them?

In this episode of the Performance Matters Podcast, Bob Mosher joins Julie Dirksen and David Kelly to challenge how L&D measures success. They explore why organizations often measure activity and completion instead of performance, the limits of connecting training directly to business outcomes, and how smaller feedback loops can provide more useful insights.

The conversation also looks at how L&D can move beyond being an order taker, get closer to the workflow, and become a more proactive partner in solving performance problems.

The takeaway? Don’t just collect data because you can. Measure what helps you make better decisions and improve performance.

Don’t just listen. Do something different. Download the 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 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. 

What if the problem isn’t the training—but the way we think about performance?

In this episode of Performance Matters, Bob Mosher sits down with Guy Wallace to explore why traditional learning approaches often fall short and what it takes to design learning that actually supports performance on the job. They discuss performance-based design, the importance of understanding the real performance context, and why performance support can be more valuable than asking employees to simply memorize information.

Listen in for practical insights on moving beyond training and creating learning experiences designed for real-world performance.

 

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 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. 

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!

 

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 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.

 

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. 

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!

 

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. 

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.

 

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 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.

 

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 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.