In 2019, Scotiabank's Global Learning Centre of Expertise (CoE) predicted that, given the breakneck pace for how learning was evolving, the shift to virtual would continue to accelerate. Yet, as the team rolled out shiny new virtual programs, it realized that it also needed to turn attention to upskilling facilitators to support the new experience. And mere months before the COVID-19 pandemic locked down the world, the CoE's strategic decision to invest in facilitators' virtual capabilities paid off.