I’ve Led Digital L&D Transformation — But Connection Is Still Our Greatest ROI.

A few months ago, I was on one of our cruise ships, watching our new AI concierge system do its thing. It was impressive — guests were being checked in, questions answered, bags directed — all smooth, all touchless.

Honestly? It was kind of beautiful. Efficient. Polished. Everything we’d hoped for.

But then I noticed someone.

A junior associate — standing just off to the side. She wasn’t part of the interaction. Just observing. Quiet, almost forgotten in the shuffle of tech.

I kept watching.

She adjusted her blazer. Shifted her weight. Took a breath — and stepped forward with a smile.

No system trained that moment. No algorithm taught her to be brave.

That came from somewhere deeper — her team, her leader, her belief that she belonged.

And in that moment, it hit me: this is what learning is really about.

I've been in L&D for more than 20 years now — from luxury hotels in Asia to luxury cruises across the globe. I’ve led onboarding overhauls, launched digital learning platforms, built career mobility programs from scratch.

And yes, I’ve seen AI completely change the game.

We’re onboarding faster, developing people more personally, making smarter decisions with better data.

It’s amazing stuff. But lately I’ve been sitting with a question I can’t shake:

In all our innovation… what might we be leaving behind?

Because hospitality — the industry I love — is human at its core.

I still remember my very first training session. A room full of nervous new hires, unsure if they belonged. I didn’t need a dashboard to tell me what they needed. I just knew — they needed reassurance. Encouragement. To feel seen.

And honestly? That hasn’t changed.

Sure, the tools are slicker now. The platforms, more powerful. But the real magic still comes from connection. From empathy. From someone choosing to step forward with heart.

Here’s what I’ve learned:

AI can scale learning. But only people can scale belief.

And if we’re not intentional, we’ll build learning experiences that are efficient — but empty.

So now I ask different questions:

Are we designing for speed… or for meaning?

 Are we helping managers give feedback… or build trust?

 Are we developing performers… or growing people?

I know I’m supposed to focus on ROI and strategy — and I do.

But I also carry stories. Hundreds of them. Of people who stepped up because someone saw them. Listened. Believed in them.

AI is here to stay. It should be. But it should never replace what makes this work unforgettable: us.

If you’re an HR or L&D leader, maybe you’re feeling it too — that quiet pull back to the human side of learning.

If so, I’d love to hear your story. How are you holding space for both tech and tenderness?

#HospitalityLeadership #L&DWithHeart #EmpathyInTheWorkplace #AIandHumanity #FutureOfLearning #PeopleBeforeProcesses