AI's Impact on Learning and Development- Omnibus Webinar Summary

The webinar discussed the challenges organizations face in engaging frontline workers in personal development. Woolworths, a major retailer in Australia, emphasized the importance of understanding the realities of frontline workers and designing relevant learning experiences. The concept of skills durability was introduced, highlighting the need to prioritize long-lasting skills in L&D strategies. Adaptable training systems were also discussed, with examples from the Australian Army and Chartered Accountants ANZ. The impact of AI on L&D was addressed, emphasizing responsible use and the distinction between generative and agentic AI. The potential downsides and the shift in the role of L&D professionals were explored. The skills needed to thrive in the AI-driven future were discussed, with insights from AIB National Australia Bank. Overall, the webinar highlighted the interconnectedness of these trends and their profound impact on the future of L&D. All right, so today we're going to do a deep dive into the future of learning and development, you know, L&D. We're going to be drawing on some fascinating insights from the Learning Cafe year-end omnibus webinar for 2024. Yeah, you know, one of the things that really stood out to me from that webinar was the emphasis on the challenges organizations are facing, especially when it comes to engaging their frontline workers with personal development. Yeah, and, you know, it's funny because you think people would be kind of, you know, clamoring to kind of learn new things and kind of advance their skills, especially in today's world where, you know, everything is changing so rapidly. Well, one of the speakers, Damian Woods, who is the Learning Transformation Lead at Woolworths, he really highlighted that. Frontline workers often have, like, the weakest sentiment about personal development, which is really significant when you consider that frontline workers are, you know, really the backbone of so many businesses. Yeah, for sure, and Woolworths, for listeners who might not be familiar, is a major retailer in Australia. So they've got a massive workforce to think about. What was their approach? What were they sharing in terms of how they try to tackle this? Well, Damian really emphasized the importance of understanding not only the workplace but the individual workers. They're really trying to get into the mindset of, you know, what are the realities for these frontline workers and how can we design learning experiences that are actually relevant to their day-to-day lives? Yeah, and, you know, that makes me wonder, like, what are some of the unique challenges that frontline workers actually face when it comes to, you know, learning and development? One of the key concepts that Damian introduced was this idea of skills durability. So some skills, he was saying, are very durable, like, let's say, customer service. You know, that's a skill that has a fairly long shelf life. Other skills, particularly, let's say, if you're learning how to use a specific software program, those can be much more perishable because that software might become obsolete or a new version comes out. Absolutely. So how do you use this idea of skills durability in terms of crafting an effective L&D strategy? Well, it really helps prioritize where you're going to put your resources because if you're constantly training people on a skill that's going to, you know, expire in six months, is that really the best use of your time and resources? It's about picking the right battle. Focus on those durable, long-lasting skills. And, you know, this actually segues really nicely into another key takeaway from the webinar, which was the need for adaptable training systems. And I thought it was really interesting. They brought in someone from the Australian Army to talk about this. Yeah, Nathan Pierpoint, who is the deputy commandant of the Land Combat College. And they, I mean, they face this challenge, you know, acutely. How do you design a training system that can keep up with the rapidly changing nature of warfare? Yeah, I mean, things are changing at such a rapid pace, both technologically, tactically, and just even geopolitically. Like, things are never the same, especially in a field like military. Exactly. So, what kind of system were they describing as the ideal? What are the characteristics that make for an adaptable training system? Well, they need a system that can support a really diverse range of learning methods. You know, everything from traditional classroom instruction to, you know, cutting-edge simulations. And it needs to be flexible enough to evolve as the organization's needs change. It's got to be agile. Exactly. So, how can listeners, how can they think about this idea of adaptable training systems? How can they apply it to their own context? Well, I think it's about embracing. Embracing flexibility. Being willing to experiment with new approaches. You know, we live in a world that is in constant flex. And so, our training programs need to be able to flex and change with the time. So, you're saying we've got to kind of embed adaptability into the very DNA of our training program. Yeah. You know, we saw this need for adaptability reflected in Juhi King's presentation as well. She is a technology product manager at Chartered Accountants ANZ. And she was talking about this really interesting idea of applying a product management approach to L&D. Yeah, you know, at first glance, that might sound a little bit unusual. But when you think about it, it actually makes a lot of sense. Because with a product, you're constantly getting feedback. You're iterating. You're improving based on what you learn. How do you bring that mindset into the world of L&D? Well, it means putting the learner at the center. Really focusing on their experience and constantly striving to improve the effectiveness of your training program. So, it's like user-centric design, but for learning. Exactly. Did she give any specific examples of how they've actually applied this at Chartered Accountants ANZ? Yeah, she talked about launching an AI hub for their employees. But she didn't just launch it and hope for the best. She tracked usage data. She gathered feedback from users. And then she actually used that information to make improvements. So, it's about that continuous improvement cycle. Exactly. All right, so we've talked about adaptability. We've talked about user-centricity. I think it's time to address the elephant in the room, which is the impact of AI on L&D. And the webinar definitely did not shy away from this topic. No, they really highlighted how AI is both a disruptor and an opportunity for L&D professionals. It seems like everyone is talking about AI these days. But it's sometimes hard to see past the hype, to really understand like, okay, what are the practical implications? What does this actually mean for the work that we do? Yeah, and Neil Colson, who is the Senior Manager of Data Literacy at Transurban, he was really emphasizing the importance of responsible AI use. I think that's key, right? We can't just jump on the bandwagon without thinking about the potential downsides. Exactly. Things like bias and algorithm, the risk of job displacement. Those are important considerations. Absolutely. And then Rob Wilkins, who's the Director of SenseMaker, he was talking about the distinction between generative AI and agentic AI. Okay, for those of us who are not AI experts, can you kind of unpack that a little bit? Sure, so generative AI, I think, is what most people think of. When they hear the term AI, it's about AI that can create content. So like text, images, even code. But agentic AI, it goes a step further. It's AI that can actually make decisions and take actions. So how could agentic AI revolutionize the world of L&D? Well, imagine AI that can personalize learning pathways for every employee, or suggest relevant mentors based on your goals, or even flag skills gaps before they become critical issues. So it's like having an AI-powered L&D coach in your pocket. Exactly. That is super exciting, but also a little bit scary. Yeah. You gotta be mindful of those unintended consequences. Right. Did the webinar delve into any of those potential downsides? Yeah, Jeevan Joshi, who's the community and research manager at Learning Cafe, he presented a pretty thought-provoking projection. He suggested that AI might actually reduce the overall amount of work done by knowledge workers, including those in L&D. So it's not just about robots taking over manual labor. It's about AI potentially automating some of the tasks that we do as knowledge workers. Yeah, it raises some really interesting questions about the future of work itself, what skills are gonna be in demand, and the role of L&D in preparing the workforce for this AI-driven future. So are we all doomed? Is this the end of L&D as we know it? Well, I don't think it's necessarily all doom and gloom. Okay. Jeevan also highlighted the potential for L&D professionals to focus on what he called high-value activities, things that require uniquely human skills. Okay. So things like training design, change management, fostering those human connections that AI simply can't replicate. It's not about being replaced by AI. It's about partnering with it. All right. That's a really interesting point. It sounds like we're talking about a pretty significant shift in the role of the L&D professional. And that leads us to another really crucial question. What are the skills that L&D professionals need to thrive in this AI-driven future? That's a question I'm really keen to explore further. But before we jump into that, let's just take a moment to kind of recap what we've covered so far. You know, we've talked about the importance of understanding the unique needs of frontline workers, designing adaptable training systems, adopting a user-centric approach, and embracing the potential of AI while being mindful of the challenges. And I'm already starting to see how all of these trends are interconnected and how they're shaping the future of L&D in really profound ways. Absolutely. And I think we've only just scratched the surface. So let's dig a little deeper and explore the specific skills that L&D professionals are going to need to navigate this evolving landscape. So we talked about these big shifts happening, you know, these adaptive systems and AI integration. And this, you know, really important question of which skills are going to be the most valuable moving forward. I know the webinar kind of delved into that a little bit. Yeah, they did. Vanessa Blewett, who's the manager of Enterprise Learning and Capability at AIB, National Australia Bank. She offered some great insights. They're really focused on, you know, how do we categorize skills and how do we prioritize the ones that are going to have the highest impact on both customers and colleagues? So it's about aligning learning with what actually matters to the business. Absolutely. Okay, so in this AI-driven world, are we talking just purely about like hard technical skills? No, not at all. Vanessa really emphasized that, you know, those human skills, things like emotional intelligence, communication, collaboration, those remain absolutely essential. In fact, you could argue they become even more important, right? I think so. Because as AI takes over some of those more routine tasks, the work that's left for us humans requires, you know, higher level thinking, creativity, problem solving. Exactly, and the ability to collaborate effectively with both people and AI systems. Right, it's not just about learning to code. It's about, you know, honing those skills that make us uniquely human. Yeah. So those human skills are not going away. They're here to stay. Okay, good to know. So what else did Vanessa highlight in terms of, you know, the skills that L&D professionals are gonna need? She also talked about the need for L&D professionals to have strong business acumen. You know, it's not enough to just be able to design good training programs. You need to be able to understand how those programs connect to the strategic goals of the organization. It's like that idea of the L&D professional as a mini consultant, right? Exactly. To understand the business inside and out. To really craft effective learning solutions. You need to be able to speak the language of business. Yeah. Articulate the value of L&D. And build those strong partnerships with stakeholders across the organization. So we've got this picture now of like the ideal L&D professional in the future. They're tech savvy, but are also deeply human. They're strategic thinkers. They understand the business. But how do we get there? Did Learning Cafe offer any guidance on that? Yeah, they had a few key recommendations. First of all, embrace AI. Okay. And go beyond just basic prompt engineering. So not just using AI tools, but really understanding the technology. Exactly. That seems like a pretty tall order for someone who's already juggling a million things. I know, but it's essential. Did they offer any tips on like how to actually do that? Yeah, their next recommendation was to unlearn outdated skills. So it's not just about making room for these new AI related competencies. Right. It's also about challenging those old ways of thinking that might not be relevant anymore. So what kind of outdated skills are we talking about here? Give me an example. Well, it could be anything from clinging to, you know, traditional instructional design methods that maybe aren't as effective in an AI driven world. Or being resistant to incorporating new technologies into your learning programs. Yeah, I can see how that could be a barrier. It's about letting go of the old to make way for the new. I imagine that unlearning process can be challenging. It can be. Especially for those of us who've been in the L&D field for a while. Yeah, but it's essential. If we want to stay relevant and effective. So how do we approach that? Any tips from the webinar? Well, they talked about the importance of continuous learning. Being willing to experiment and seeking out opportunities to learn from others. So it's about cultivating that growth mindset. Absolutely. And embracing the fact that we're all lifelong learners now. Exactly. Okay, so we've got embrace AI, unlearn outdated skills. What was their third recommendation? Focus on what they call high value activities. Okay, what does that mean? It means focusing on the things that humans do best. Okay. Things like fostering creativity, building relationships, driving strategic change. So leverage AI to support those efforts. Yeah. But really focus on those areas where human skills truly shine. Exactly. Did they give any specific examples of those high value activities? Yeah, they talked about things like designing personalized learning experiences, facilitating collaborative learning environments, and leading organizational change initiatives. So it's not just about delivering content. It's about creating those really impactful learning experiences. Right, and their fourth recommendation really emphasizes that collaboration. Okay. You know, L&D can't operate in a silo. Right. So having strong partnerships with other teams, especially those involved in AI implementation, that's crucial. So it's about L&D becoming even more integrated with the business as a whole. Exactly. Not just about training employees. It's about being a strategic partner in driving business outcomes. That's right. Now, I know the webinar also included a panel discussion. It did. What were some of the key takeaways from that? Well, the panel really reinforced a lot of the themes that we've already discussed. But they also delved a bit deeper into some of the specific challenges and opportunities. For example, Vanessa from Eneby. She talked about how their organization is approaching this whole idea of categorizing and prioritizing skills, and how they're really focusing on the ones that have the greatest impact on customers and colleagues. We talked about that earlier, aligning learning with what really matters to the business. Did they get into any specific examples of what those high-impact skills look like at Eneby? Yeah, they highlighted both technical skills, like data analysis, AI programming, but also those essential human skills that we talked about earlier, like communication, problem-solving, adaptability. So it's not an either situation. Right, both. You need both to thrive in this new world. Absolutely. Okay, so the panel talked about the skills, but how can L&D actually develop these skills within their organizations? Well, they talked about the importance of creating personalized learning pathways, leveraging AI to recommend relevant resources, connect learners with mentors. They also emphasized the need for L&D to be much more agile and responsive to the changing needs of the business. So it's not just about teaching people new things. It's about creating that culture of continuous learning. Yes. Where people are empowered to take ownership of their own development. Absolutely. Did the panel touch on the potential disruption that AI could bring to the L&D profession itself? Yeah, they did. They acknowledged that. Some roles might become obsolete. Right. While others will need to evolve significantly. That can be a little unsettling to think about. How can L&D professionals kind of prepare for that potential disruption? Well, the key is to be proactive. Okay. To embrace change. And to constantly be learning and growing. So it's not about resisting the inevitable, but about adapting and evolving alongside the technology. Exactly. And seeing this as an opportunity to redefine the role of L&D. Right. And make it even more valuable to organizations. Yeah. Okay, so we've talked about the challenges, the opportunities, the skills that L&D professionals need. You know, even the potential for the L&D function itself to kind of evolve and change. But what does all this mean for our listeners? How will these trends impact their own learning journeys in the years ahead? That's a great question. And I think it leads us perfectly into the final part of our depth dive. Okay, let's do it. So let's shift our focus now to what all of this means for you, the individual listener. So we've explored these big trends, you know, all these changes happening in L&D, especially with AI coming in. But let's make this practical. What does this mean for you, the listener? For your own career, your own skills, how you need to think about learning? Well, I think the key takeaway is that the ground is shifting beneath our feet. And we need to be prepared to adapt. Yeah, it's almost like we're all explorers now, right? Yeah. We're all explorers in this new territory of AI-driven learning. So what advice would you give to someone who's, you know, just starting out on this expedition? First of all, don't be afraid to experiment. You know, play around with different AI tools. Explore new learning platforms. Get outside of your comfort zone. Yeah, you've got to be willing to kind of get your hands dirty. Exactly. Learn by doing. Yeah, the more you experiment, the more comfortable you'll become. That's true. But there's so much out there, right? It can be overwhelming to even know where to begin. Yeah, that's true. Any tips on how to navigate that? Well, I think a good starting point is to focus on tools that align with your interests and your career goals. Okay. So, you know, are you interested in data analysis? Well, there are some amazing AI-powered data visualization platforms out there. Right. Are you passionate about instructional design? Experiment with AI tools that can help you create more interactive learning experiences. So it's about being strategic, right? Not just jumping in randomly, but actually thinking about, okay, what do I want to achieve? And what are the tools that can help me get there? Exactly. What else? My second piece of advice would be to cultivate a mindset of curiosity. Stay informed about the latest developments in AI and how they're being applied to the world of learning. So you've got to kind of stay ahead of the curve. Yeah, you know, subscribe to industry newsletters, follow thought leaders on social media, attend webinars and conferences. So it's not just about learning new skills. It's about understanding those broader trends. Absolutely. Okay, that makes sense. What's your third piece of advice? Be proactive. Okay. Don't wait for someone to tell you what skills you need to learn. Right. Take ownership of your own development. Yeah, it's about being in the driver's seat. Exactly. This reminds me of that concept of skills durability that we talked about earlier. Yeah, that's a good point. Identifying those skills that have a long shelf life. Yeah. And then making a conscious effort to develop those. Right. Those foundational skills are gonna serve you well, regardless of how technology evolves. That's reassuring. And don't be afraid to step outside of the traditional L&D realm. You know, explore areas like data science, user experience design, behavioral economics. The more diverse your skill set, the more adaptable you'll be. So it's about being well-rounded. Exactly. And not limiting yourself to just, you know, those traditional L&D skills. Yeah, the world is changing. And we need to change with it. It sounds like you're really advocating for L&D professionals to become more like, you know, Renaissance people. I think that's a good way to put it. You know, with a broad range of interests and skills. Yeah, and remember, learning is a lifelong journey. It's not something you do once and then you're done. Right. It's an ongoing process of discovery, exploration, and growth. It never ends. It never ends. So embrace the change. Be open to new possibilities. And keep learning. Because the future of L&D is being shaped right now. And you have the opportunity to be a part of it. Yes, that's a really powerful message to end on. I love that. So we've covered a lot of ground in this deep dive. You know, from those challenges of engaging frontline workers, all the way to the really transformative potential of AI. Yeah, we've talked about adaptive learning systems, the importance of human skills, the need for L&D professionals to become lifelong learners themselves. And if there's one key takeaway I hope our listeners walk away with, it's that the future of L&D is not something that's happening to us. It's something that we are actively shaping through our choices, our actions, and our willingness to embrace change. Absolutely. So on that note, we're gonna wrap up this deep dive. We hope you found it insightful, thought-provoking, and maybe even a little bit inspiring. If you'd like to kind of explore these ideas further, check out the resources that we mentioned in this episode. And feel free to continue the conversation on social media. Yeah, thanks for joining us on this journey into the future of L&D. Until next time, keep learning, keep growing. Yeah. And keep diving deep.