The human value AI-driven learning can bring

What’s the real opportunity AI presents for workplace learning, and how can L&D teams avoid just doing the same things faster? In this podcast episode, we’re joined by David Kelly, former Chair and CEO of The Learning Guild and a respected voice at the intersection of learning and technology. David unpacks what AI really means for learning, why empathy and creativity are more important than ever, and how L&D can lean into the future – without losing what makes us human.

Watch the full podcast video

Top tips for using AI to elevate learning

Don’t have time to listen now? Here’s a quick summary of what you’ll learn in this episode:

• Ask better questions about AI – Don’t ask “How do I do what I do with AI?” Ask “How can AI change what I do?”
• Keep learning human-centered – Empathy, creativity and context are what L&D brings to the table. Use AI to double down on them.
• Redefine what ‘content’ means – Shift your focus from delivering courses to solving problems in the flow of work.
• Rethink learning through the lens of performance – It’s not about retention for its own sake, it’s about supporting people when they need it.
• Scale coaching without losing the human touch – Use AI to extend the reach of coaching but know when a real person is needed.
• Expect a snapback – As organizations lean into AI, L&D must be ready for the pendulum to swing back when efficiency goes too far.

1. Ask better questions about AI

AI isn’t just a faster way to build courses. It’s a new lens for doing things differently. David urges L&D to stop trying to fit old methods into new tools and instead, think bigger. The right question isn’t how to replicate current practices with AI, but how to reimagine them to unlock new value and impact.

“A better question I would recommend anytime a new technology emerges is, how does this technology change what I do, or what can I do differently with this new technology that I’ve never been able to do before?”

2. Keep learning human-centered

AI might handle automation, but it can’t replace what makes L&D professionals invaluable. Contextual decision-making, empathy, and creativity are the differentiators that will define future success. Rather than compete with AI, L&D teams can focus on these strengths to deliver learning that resonates, supports real growth, and adapts to complex human needs.

“The real opportunity here is for us to bring what is truly uniquely human to us – our empathy, our creativity, our problem-solving abilities – into the solutions we’re building.”

3. Redefine what ‘content’ means

David calls out a narrow view of learning content – often reduced to formal courses – and encourages teams to think more broadly about what performance support can look like. Learning doesn’t always need to be a course or a module. Sometimes it’s a quick prompt, a job aid, or the removal of a barrier. Whatever best helps people get unstuck and succeed in the moment.

“It’s less about content being automated and more about content being redefined… It’s about support in the moment when people are struggling and getting out of their way.”

4. Rethink learning through the lens of performance

Learning isn’t always about memorization. David makes the case for a shift from knowledge retention to performance support, particularly for infrequent or high-stakes tasks. In many cases, the goal isn’t to make people remember everything, but to ensure they can perform well with the right resources at the right time.

“There are going to be cases where I don’t care if you learn something. I just need you to have the resource necessary to apply it appropriately in that moment.”

5. Scale coaching without losing the human touch

AI can help extend the reach of coaching, but it can’t replace the relational aspects that make coaching effective. The goal isn’t to automate everything, but to use AI to handle basic tasks and free up humans for meaningful interaction.

“Coaching is a very personal process… The real value will come when AI handles the basics and triggers a human to step in when it’s needed.”

6. Expect a snapback

AI can drive efficiency, but not without cost. David warns that organizations may over-automate before realizing what they’ve lost, and L&D should prepare for a rebalancing. As the pendulum swings too far toward speed and volume, teams that keep a human-centered approach will be best placed to lead when the need for meaningful, context-rich learning resurfaces.

“We’re stretching the rubber band of efficiency… and we’re going to discover we’ve gone too far. The rubber band will snap back.”

About David

David is the former Chairman and CEO of The Learning Guild, where he tracks and translates emerging trends in learning and technology. A recognized speaker and writer, he’s passionate about helping L&D professionals make sense of change and build strategies that embrace the future, without losing sight of the human side.

Connect with David on LinkedIn.

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