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Approaching its 100th anniversary, the American Arbitration Association® (AAA®) is anything but traditional. Often described as a "100-year-old startup," the AAA continues to evolve as the world's largest private provider of alternative dispute resolution services (ADR). With bold investments in legal technology, AI, and innovation, the AAA is reimagining what dispute resolution can look like in the modern era.
Since its founding, the AAA has transformed how legal issues are resolved for the better, turning disputes into opportunities for understanding and progress. The AAA has consistently led with an innovative mindset, continually creating and updating rules and processes to keep pace with advancements in the legal industry and technology.
At its core, the AAA administers ADR services for disputes across various industries, ranging from highly complex B2B disputes to consumer disputes and no-fault auto insurance claims. With nearly 850 employees across 20 states and a growing digital-first strategy — including the recent launch of the AAA's AI Arbitrator — the AAA places enormous value on its people and is committed to enhancing their employee experience, improving operational efficiencies, and fostering professional development and growth.
Building on this foundation, the AAA's HR team plays a central role in advancing its people-first culture. Serving as an advocate for the employee experience, the HR team provides every employee with access to learning, career development opportunities, and the tools necessary to succeed in an environment that is rapidly shifting toward remote work and AI-enabled operations.
As the organization has scaled, the HR team saw the following key opportunities:
While the AAA has worked hard to maintain high levels of employee retention (voluntary turnover averages about 4%), the HR team understood the importance of continuing to create a more connected, transparent, and growth-oriented employee experience — they didn't want to react to trends; they wanted to stay ahead of them.
To deepen its focus on employee experience, growth, and retention, the AAA partnered with Quantum Workplace to modernize the entire employee lifecycle and support a continuous, insight-driven experience. This included:
The commitment to employee insights quickly paid off. New employee surveys conducted at the one-week and 30-day mark revealed an unknown gap in onboarding: delays in access to equipment for new hires related to an unknown supply chain issue. The HR team was able to partner with the IS Department to intervene immediately rather than discovering issues weeks or months later. A team of hiring managers now proactively monitors and supports new hires from day one.
At the leadership level, insights from Quantum Workplace began to reshape alignment and decision-making. When the executive team reviewed results from the first Quantum Workplace engagement survey, they were able to identify opportunities, translate employee feedback into concrete action plans, and develop measurable goals for organizational improvement.
The shift to Quantum Workplace has fostered a more connected and transparent employee experience — one that supports both individual development and organizational strategy.
A Continuous Coaching Culture
The AAA replaced outdated review processes with modern, ongoing performance practices. The ability to capture feedback and action items from weekly 1:1s, track goals, and celebrate wins through recognition posts has strengthened community, communication, and alignment across the organization.
Leaders especially value the simplicity and ease of use:
"As a manager, everything is in one place — my goals, my updates, my team's development. It keeps me organized and makes end-of-year reflection so much easier." - Anne Losada, Assistant Vice President of People Strategy & Enablement
A Breakthrough in Development and Succession
With approximately 14% of staff receiving promotions each year, the AAA required a scalable and transparent approach to support career growth. AAA became an early adopter of Quantum Workplace's Growth platform, which marked a significant step forward for the organization's talent development strategy.
From AAA's internal blog:
"Quantum Workplace's Growth platform… delivers tailored development plans, real-time coaching suggestions, and transparent career pathways. Employees can reflect on their strengths and aspirations through guided assessments, generating actionable, role-specific growth plans aligned with business goals."
With more than 20% of employees having already created or completed plans — all tied directly into the Learning Management System — Growth is helping the AAA build stronger internal talent pipelines without requiring additional tools.
Data That Drives Real Action
One of the most significant benefits of using the Quantum Workplace platform has been the increased level of data available to the AAA's HR and leadership teams, which guides, informs, and enhances the employee experience. Across new hire feedback surveys, exit interviews, and semiannual engagement surveys, the AAA can now holistically view key data metrics and use this data to:
Additionally, through employee survey data, the AAA identified the need for deeper succession planning, prompting the organization to expand the rollout of Talent Review and Succession Planning. This enables leaders to identify future talent, assess readiness, identify potential flight risks, and establish a robust leadership pipeline for the future.
Powered By AI — The Future They're Building Toward
As the AAA continues evolving into a tech-enabled organization, leaders see Quantum Workplace's AI tools as a powerful accelerator of its people strategy.
"Having a reliable AI tool that can read across employee feedback channels, summarize insights, and offer suggestions is a powerful tool for our people leaders. Managers are better equipped to offer balanced and targeted feedback that fosters development and provides meaningful coaching conversations. And it provides greater clarity and efficiency during performance discussions - an integral, yet often overlooked component to organizational performance." - Eric Dill, Senior Vice President & Chief People Officer.
By leveraging the Quantum Workplace platform, the AAA's people strategy more fully mirrors its identity: modern, agile, data-informed, and leaning into the future. The AAA continues to receive wide recognition as a best-in-class employer, retains strong participation in its benefits and retirement programs, and maintains solid employee retention.
Most importantly, the AAA has elevated its employee experience to reflect who the AAA is — a trusted, high-performing organization redefining dispute resolution for the next century.
With continuous engagement insights, transparent development pathways, modern performance practices, and emerging AI capabilities, the AAA is not just responding to change — it is leading change and shaping what a modern, tech-enabled workplace looks like.
Learn more about American Arbitration Association at adr.org
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