Feature
The trick is using these tools to build meaningful engagement, not just scatter content into the void. That means being intentional: choosing platforms and formats that foster interaction and make people feel part of something bigger, not just another learner ID in a database.
The role of empathy Empathy might not sound as cutting-edge as AI, but it’s still the most important tool in the L&D toolkit. It’s empathy that allows us to design experiences that resonate, to see learners as more than their job titles, and to create programmes that solve real-world problems rather than theoretical ones. It’s also empathy that reminds us
not everyone is thrilled about technology. What does it mean for job security? For creativity? For control? These are
human fears, not irrational ones, and they deserve to be addressed thoughtfully. Technology can’t reassure people, but we can. When we lead with empathy; acknowledging concerns, designing solutions that feel personal, and staying focused on the human benefits of what we do, we build trust. And trust is the foundation of any meaningful change.
Balancing innovation and connection So, where does this leave us? On one hand, we have tools that can personalise learning, make it more accessible, and connect people like never before. On the other, we have a responsibility to keep the experience grounded in human connection. The sweet spot lies in balance.
Technology can enhance the work we do, but it’s not the star of the show. At its best, it’s an enabler: freeing us to focus
on the conversations, relationships, and insights that truly drive development. The future of L&D isn’t about choosing between humanity and technology. It’s about using the latter to amplify the former. Because no matter how advanced our tools become, the best learning happens when people feel seen, supported, and empowered to grow, not because they were told to, but because they wanted to. After all, machines don’t learn.
People do. And it’s people who will always be at the heart of what we do.
Tom McDowall is Chair of The Learning Network, which supports learning and development professionals to help share best practices and elevate the industry, and is hosting the Learning Design Live seminars in Theatre 3.
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