L&D Disrupt

Hosted by HowNow

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172

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Aug 2026

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About the show

The world and the L&D space are changing faster than ever, but are you evolving with it? L&D Disrupt brings you tactical advice, proven tactics and honest experiences from people in the industry, helping you drive more impact every day. Every Monday join Nelson Sivalingam for the podcast that's powered by HowNow, to empower every L&D professional.

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August 28, 202655 min

AI Is Changing L&D: From Learning to Business Performance | L&D Disrupt | Episode 112

AI is changing how people work — but what does that mean for L&D? Kelsey, Learning & Performance Lead at HowNow, is joined by Patrick Malarkey, founder of Bite and Build Consulting, to explore how AI is pushing L&D beyond traditional training and towards performance, business outcomes and commercial impact. They discuss what AI can’t replace, the importance of quality assurance and bias, using AI data to uncover real employee needs, and why L&D needs to move beyond vanity metrics. Patrick also shares his “giving away your Legos” analogy and explains why L&D professionals should seek mentors outside the People function. Chapters 00:00 Own Business Outcomes 01:59 Welcome Back to L&D 03:30 AI Changes Everything 05:15 Making AI Strategic 09:34 What AI Can’t Replace 16:22 Bias & Quality Risks 19:07 The Quality Assurance Playbook 25:51 L&D Becomes Performance 29:45 The L&D Value Gap 31:18 Know the Money 33:41 Roadmaps to Experiments 37:14 From Big to Modular 42:01 AI Usage Insights 45:40 Kill Vanity Metrics 46:40 Giving Away Your Legos 49:10 Own Real Outcomes 50:46 Mentors Outside People 54:34 Final Wrap-Up

August 21, 202647 min

People Serving People: How Better L&D Drives Retention, Belonging and Growth | L&D Disrupt | Episode 110

In this episode of L&D Disrupt , host Kelsey (HowNow) speaks with Leah Fellstad, L&D Manager at Crimson Hotels, about why great learning starts with treating people like people. Leah shares her journey from hospitality to teaching and L&D, and explains how her experience managing teams shaped her approach to learning, leadership and employee experience. From achieving 86% staff retention in a previous hospitality role to helping reduce turnover at Crimson Hotels, Leah has seen first-hand how much belonging, strong managers and a better first-day experience can influence whether people stay. She takes us inside Crimson’s approach to onboarding, including pre-join welcome guides, first-day hotel tours, buddies, phased compliance learning and regular check-ins, all designed to help new employees feel part of the team rather than simply complete their training. Leah also explores how L&D can build a stronger internal talent pipeline by developing “accidental managers” through leadership training, coaching, apprenticeships and mentorship. She shares practical examples of giving employees ownership of learning, from team-created training checklists to user-generated videos that capture real knowledge from the workplace. And while AI is everywhere in L&D, Leah makes the case for keeping the human experience at the centre. AI can assist with the work, but it can’t replace the person-to-person connection that makes people feel supported, confident and like they belong. The conversation also explores how L&D contributes to business outcomes, from reducing risk and improving compliance to strengthening guest experiences, retention and operational performance. Chapters 00:00 Leadership Lessons Learned 01:32 Welcome to L&D Disrupt 01:58 Leah’s Hospitality Journey 03:05 From GM Goals to Training Passion 04:21 Teaching in Singapore 05:32 Back to UK L&D Growth 07:36 Why Retention Starts With Belonging 09:38 Rethinking the First Day of Onboarding 13:28 Creating Meaningful Experiences 14:58 Getting Managers Bought In 16:11 Coaching and Building an Internal Pipeline 21:11 Developing the “Accidental Manager” 23:31 Learning Through Microlearning 24:13 Creating a Leadership Corner 25:15 Learning Through Mistakes 25:56 Discovering Leadership Can Be Learned 27:04 What Great Managers Look Like 28:39 Creating a People Experience Under Pressure 30:45 Giving Teams Ownership of Learning 32:55 Keeping Long-Tenured Employees Growing 36:03 The Future of User-Generated Learning 37:56 The Squiggly Nature of Hospitality Careers 40:02 Connecting L&D to Business Results 42:31 What L&D Should Start, Stop and Keep Doing 45:46 Why Human Connection Still Matters 46:15 Final Thanks and Wrap

August 18, 202654 min

From Beige to Brilliant: Making HR & Learning More Human | L&D Disrupt | Episode 109

What happens when we stop making HR and learning feel beige? Michelle Hartley, founder of People Sorted and Find Your Awesome, joins L&D Disrupt to explore how HR and L&D can become more human, engaging and memorable, from the way we design training to how we measure its impact. Michelle shares why she believes learning should be something people participate in, remember and apply , rather than simply complete. She talks us through her 10-minute approach to training, how she turned a compliance session into an experience employees still talk about, and why L&D needs to look beyond completion rates towards application, behaviour change and business impact. We also get into Michelle's own experience of burnout and the small “1%” changes that helped her reconnect with her energy and authenticity, as well as her vision for a more personalised future of workplace learning, one that feels less like mandatory training and more like the personalised experiences we get as consumers. Plus, Michelle shares what L&D can learn from the HR Geek Squad about psychological safety, belonging, participation and giving people genuine ownership within a community. 00:00 Human HR Matters01:28 Meet Michelle Hartley02:13 Pizza Hut to HR03:42 Launching People Sorted05:10 Burnout and Two Selves07:52 One Percent Changes10:05 Why Burnout Happens13:17 Spotting the Ripples16:37 Managers Who Notice19:21 Beige to Brilliant HR21:35 Humor as Engagement24:17 Training That Works25:37 Making Compliance Memorable27:53 Why Compliance Fails28:20 Netflix Style Learning30:34 Beyond Completion Metrics32:54 Measuring Stickability35:08 Learning Data Confidence38:30 Data Gatekeeping at Work39:26 Inside HR Geek Squad44:31 Building Safe Communities46:27 Ownership and Participation48:51 Bin Friday Wrap Up53:28 Final Thanks and Links

August 10, 202652 min

AI as an Operating System: From Order-Taking to People Enablement | L&D Disrupt | Episode 108

In this episode of L&D Disrupt , Kelsey from HowNow sits down with Jordana Cole, founder of Ignited, to explore why organisations may be approaching AI all wrong. Rather than positioning AI as a tool for efficiency or task replacement, Jordana argues that we should think of it as an operating system for people enablement, one that can amplify uniquely human strengths, support personalised growth and help people work in entirely new ways. They explore why L&D needs to move beyond linear, step-by-step AI training and focus instead on behaviour change, experimentation and learning in the flow of work . Jordana shares practical ways to help people build confidence with AI, from treating it as a collaborative partner to simply asking, “What questions do you have for me?” The conversation also challenges L&D to move beyond being an “order taker” and become a more strategic business partner — understanding the organisation, asking better questions, designing for outcomes and creating the conditions for people to experiment safely. From communities of practice and AI QA skills to improv, playfulness and uncovering the strengths people bring from outside work, Jordana shares a fresh perspective on what it takes to navigate change, and why the future of L&D might actually be people enablement and AI enablement . Why organisations are getting AI adoption wrong, how L&D can move from content and order-taking to strategic people enablement, and how to build the confidence, skills and conditions for people to experiment with AI. We also explore learning in the flow of work, communities of practice, AI quality and judgement, and the role of play and experimentation in navigating change. 00:00 AI Efficiency Fears 01:31 Meet Jordana & Her Journey 03:44 AI as an Operating System 08:22 Prompting & Working With AI 09:54 From Content to Behaviour Change 10:39 Making L&D More Strategic 17:36 AI Quality, QA & Risk 22:35 Building Communities of Practice 27:32 Learning in the Flow of Work 28:57 Improv, Play & Experimentation 34:13 Overcoming Barriers to AI Adoption 34:53 Pilots, Champions & Proving Value 40:37 Unlocking Strengths Beyond Work 45:39 The Future of People Enablement 47:33 Stop Taking Orders 50:05 Closing Thoughts

July 31, 202645 min

Skills-Based Organisations & AI: Building the Future of Work | L&D Disrupt | Episode 108

In this episode of L&D Disrupt , Pauline sits down with Asi Degani, former Director of Skills and Talent at London Stock Exchange Group (LSEG) and now Head of the AI Academy at **NTT DATA, to explore what it really takes to build a skills-based organisation. Asi shares how LSEG developed its Career Navigator talent marketplace, creating a transparent framework that mapped roles, skills and proficiency levels across the business. He explains how a voluntary rollout, manual skills taxonomy and Skills 360 assessments helped improve internal mobility, support fairer promotions and give leaders a clearer view of workforce capability. They also discuss why organisations should start with the business problem, not the technology, how smaller companies can adopt a skills-first approach, what to look for when choosing learning technology, and why AI should be framed as an opportunity to enhance work rather than simply drive efficiency. Timestamps: 00:00 Welcome & Introductions00:52 Asi's Career Journey02:47 Why Skills Matter More Than Ever05:03 Building LSEG's Career Navigator07:16 Skills vs. Competencies09:59 Driving Adoption Across the Business12:16 Skills 360 Assessments16:12 Fairer Promotions Through Skills Data18:38 Measuring Success19:49 Applying Skills in Smaller Organisations24:02 Start With Your "Why"25:30 Reducing Bias Through Skills Visibility26:09 Choosing the Right Learning Technology27:40 Why Integration Matters28:39 Building the Business Case for Skills30:26 AI Upskilling Beyond Efficiency33:19 Changing the AI Narrative36:00 Jobs Will Change, Not Disappear38:50 Vibe Coding & Local LLMs39:54 Hallucinations vs. Human Bias40:52 Preparing for the Future of Work42:51 What's Next & Closing Thoughts

July 24, 202634 min

How Lastminute.com Aligns L&D with Business Goals, AI & Meaningful Metrics | L&D Disrupt | Episode 107

What happens when L&D stops thinking like a support function and starts thinking like the business? In this episode of L&D Disrupt , Kelsey Botne from HowNow is joined by Elizabeth Chaloner , Head of Learning & Talent Development at Lastminute.com, to explore what it really takes to align learning with business priorities. Elizabeth shares why L&D professionals should see themselves as business people with L&D expertise not the other way around, and explains how this mindset shift changes everything from stakeholder conversations to measuring success. Using her memorable "pastry chef" analogy, she discusses why understanding the outcome should always come before designing the solution. The conversation also explores how AI is helping L&D teams work smarter, from analysing qualitative feedback and performance reviews to building assessments and sense-checking strategy. Elizabeth explains why capability metrics, behaviour change and business outcomes matter far more than course completions and learning hours. If you're looking to increase L&D's influence, prove impact, and use AI in practical ways, this episode is packed with actionable insights. In this episode, you'll learn: Why L&D needs to think like the business How to become a strategic partner instead of an order taker Which learning metrics leaders actually care about Practical ways to use AI in L&D beyond content creation How to measure capability and behaviour change Why shipping quickly often beats waiting for perfection How to build a culture of continuous learning during constant change Timestamps: 00:00 Why L&D Must Think Like the Business01:22 Meet Your Host01:44 Elizabeth's Career Journey02:19 Becoming a Business Partner03:31 The Pastry Chef Analogy04:44 Listening for Business Strategy05:52 Using AI as a Strategic Coach06:40 Navigating Barriers & Trade-offs08:13 Showing Value Early11:15 The Metrics That Really Matter13:42 Empowering Your Team16:01 Growing While Delivering17:20 Leading Through Constant Change18:31 Progress Over Perfection19:04 Forecasting with Data20:23 Building a Learning Mindset22:31 Making Time to Learn24:29 Staying Curious About AI25:43 From Learning Content to Behaviour Change28:00 Balancing Learning with Business Priorities29:08 AI for Learning Insights30:59 Avoiding AI Distractions32:17 Hot Takes & Closing Thoughts

July 17, 202648 min

Product-Led HR: Building High-Performance Teams with Better Metrics & AI | L&D Disrupt | Episode 106

In this episode of L&D Disrupt, host Pauline Taylor, VP of People at HowNow , sits down with Daniel Gualdino , Head of Head of People, Talent & Culture at Oatly , to explore why HR should start thinking more like a product team. Daniel explains what Product-Led HR really means: designing employee experiences around people's needs, using data to drive decisions, and measuring success through business outcomes, not vanity metrics. Together, they unpack how People teams can move beyond reactive policies and administrative work to become strategic business partners. Daniel shares why mapping the entire employee journey is key to identifying moments that matter, how to combine qualitative and quantitative data to tell a compelling business story, and why understanding how the business makes money is essential for earning a seat at the table. The conversation also explores where AI can create genuine value for HR, why critical thinking and context still matter, and what defines a truly high-performance culture. From psychological safety and continuous feedback to recognition and manager effectiveness, Daniel explains why great managers remain one of the biggest drivers of organisational success. Daniel's hot take? Put people before processes, and processes before tools. 00:00 Rethinking People Strategy 01:27 Meet Daniel Gualdino 02:18 From Psychology to HR 04:12 What Product-Led HR Means 06:42 People, Processes, Then Tools 08:16 Metrics That Matter 11:16 Mapping the Employee Journey 14:41 AI Hype vs Fundamentals 17:36 Discovery Through Data 21:15 Getting Comfortable With Analytics 25:40 The Future of Traditional HR 26:13 Elevating the People Function 26:43 How AI Changes HR's Value 27:08 Building a Product Mindset 28:55 Earning a Strategic Seat 30:17 Defining High Performance 31:35 Goals, Feedback & Psychological Safety 35:04 Why Managers Matter Most 39:31 AI Coaching for Managers 42:42 Next Disruptions Ahead 46:44 Unlearning & Closing Thoughts

July 10, 202643 min

Beyond the Career Ladder: Talent & High Performance at British Airways EuroFlyer| L&D Disrupt | Episode 105

In this episode of L&D Disrupt, host Pauline speaks with Monika Holliday , Head of People at British Airways Euroflyer, about why traditional approaches to talent development and performance are no longer fit for today's workforce. Drawing on a career that has spanned multiple industries, Monica shares how the world of work has fundamentally changed since COVID and why organisations need to rethink learning, career development, and employee growth. She explains how British Airways Euroflyer supports a multi-generational workforce by creating flexible development platforms instead of one-size-fits-all programmes, encouraging employees to take ownership of their learning, and embracing reverse mentoring to share knowledge across generations—including emerging AI skills. Monica also introduces "Career Shapes," an alternative to the traditional nine-box talent matrix that helps employees define their own career ambitions through meaningful conversations with managers and personalised development opportunities. The conversation explores the difference between high performance and sustained high pressure, why culture and teamwork are at the heart of organisational success, and how more agile goal setting can help organisations adapt in an ever-changing business environment. Monica's hot take for L&D teams? Stop forcing everyone up the same career ladder, create opportunities for people to grow in ways that work for them. 00:00 Meet Monica Holliday 00:38 Squiggly HR Journey 02:22 Post COVID Work Shift 03:50 Rethinking L&D Programs 05:33 Managing Generations 06:48 Platforms Not Programs 08:51 Reverse Mentoring AI 11:50 BA Mentoring Culture 14:32 Culture Champions Inclusion 16:55 Career Shapes Explained 17:19 Beyond Nine Box 20:17 Owning Your Career 21:37 Career Shapes In Action 22:23 Career Shapes Coaching 24:55 Quiz To Career Paths 27:16 Growth Without Promotion 32:02 High Performance Culture 35:27 Making Goals Work 39:09 Final Advice And Wrap

July 3, 202638 min

AI Beyond the Hype: What L&D Needs to Get Right About Performance, Skills and the Future of Work | L&D Disrupt | Episode 104

In this episode of L&D Disrupt, host Kelsey speaks with Derek Bruce, Chief Learning Officer at Easygenerator, about what's holding L&D back and what the function needs to become next. Derek argues that learning teams spend too much time creating content instead of making better use of what already exists, and that L&D must become more closely connected to performance, skills, and business priorities by consistently asking one simple question: "So what?" He shares why learning needs to happen quickly and in the flow of work, why managers should be involved throughout the learning journey rather than only at the end, and why measuring application and business impact matters more than completion rates and satisfaction scores. The conversation also explores AI beyond the hype, covering practical applications for trend analysis, efficiency gains, coaching and practice at scale, and improving learning experiences, while addressing concerns around AI replacing jobs or encouraging shortcuts. Derek explains why transparency, guardrails, and human expertise remain essential as organisations adopt AI, challenges the growing obsession with overly complex skills taxonomies, and outlines his vision for the future of L&D as a more business-facing, facilitative function embedded across the employee lifecycle. Derek's hot take for L&D teams? Stop building more content and start solving business problems. 00:00 AI Learning Gaps 01:32 Welcome and Introductions 02:44 What's Wrong With L&D 04:00 Link Learning to Performance 06:17 Managers Enable Application 08:02 AI Beyond the Hype 10:13 AI Cheating and Trust 13:55 Human First AI Second 18:57 Common AI Mistakes 23:04 Protect Entry Level Skills 26:52 Skills Based Organisations 30:11 Reorgs and Future Skills 33:17 Future Role of L&D 35:58 Stop Vanity Metrics 37:42 Closing Thanks

June 29, 202637 min

From Barista to Boardroom: How Costa Coffee Built a Learning Culture That Drives Real Business Impact | L&D Disrupt | Episode 103

In this episode of L&D Disrupt, host Kelsey speaks with Ruth South, who leads Talent Development and Learning at Costa Coffee, about what it really takes to build a learning culture that drives business success and meaningful internal mobility. Ruth explains how Costa invests in apprenticeships, coffee craft, and centrally funded talent pathways that move people from barista to leadership roles , including transitions into the support centre across functions like data, digital, supply chain, and procurement. She shares how the team connects learning strategy to business outcomes, measuring impact through promotion rates and customer metrics like net promoter score, while getting the balance right between digital, face-to-face, and in-the-flow tools like skills cards next to the coffee machine. The conversation also covers leadership development through coaching programs and a CEO-sponsored global talent initiative, ongoing onboarding improvements, the realities of supporting a largely under-25 workforce, and Costa's evolving thinking on AI and the youth employment agenda. Ruth also shares her hot take for L&D teams: stop waiting for a seat at the table, start creating one. 00:00 Create the Table 01:31 Meet Ruth South 02:24 Careers Beyond Transient 04:08 Talent Programs Ecosystem 05:10 Apprenticeships as Strategy 06:24 Data Driven L&D Impact 07:43 Learning Culture Stories 09:02 Apprenticeship Playbook Tips 10:59 Building Learning Community 13:00 Managers Coaching Leadership 15:53 Onboarding and Transitions 20:46 Early Careers Skills Balance 23:31 Self Serve Flow of Work 27:34 Measuring ROI and Value 30:17 Next Frontier AI Youth 35:05 Hot Takes Start Stop 36:14 Final Advice and Wrap