Apple Podcasts | Spotify | YouTube
Ever feel like Learning & Development (L&D) moves at lightning speed? That’s because it does. Businesses are evolving rapidly, and training programs need to keep up. This week on the Learning Matters podcast I sat down with John Polaschek, Head of Global Learning Solutions at ServiceNow. He shared his thoughts on what makes L&D successful today and where it’s headed next. Spoiler alert: It’s all about agility, AI, and leveraging data.
The Key to L&D Success? Agility
One of John’s biggest takeaways is the need for L&D teams to stay flexible. Learning professionals don’t just react to business needs—they anticipate them. “You have to be able to turn on a dime and shift wherever the business is taking itself,” John said. This means training initiatives need to align with both current and future business goals, ensuring employees are equipped with the skills they need to succeed.
Do You Really Need a Course?
A common challenge in L&D is determining whether training is the right solution in the first place. According to John, many stakeholders come to the team requesting a course without fully identifying the problem. “How did you reach the conclusion that you thought you needed a course?” he often asks. Sometimes, a job aid or a quick video might be more effective. The key is focusing on the desired outcome and then selecting the best learning solution to achieve it.
The Role of Data in Measuring Impact
L&D teams historically haven’t been great at measuring the effectiveness of training programs. “We do a great job of scaling people up,” John said, “but we’re not so great at going back and evaluating—how successful was that?”
At ServiceNow, John’s team has introduced a longitudinal study, surveying learners three months after training to assess whether it helped them in their roles. This kind of feedback, combined with insights from leadership, helps refine and improve learning programs over time.
AI: From Skepticism to Full Adoption
Like many of us, John was initially skeptical about AI. “I was even getting sick of it for a while,” he admitted. But after seeing its impact on L&D tools like Articulate Rise and Storyline, he became a believer. AI-powered tools have helped his team reduce content development time by up to 50%, allowing them to respond to business needs faster than ever.
The key to AI adoption? Experimentation. John recommends starting with a small proof of concept and presenting the results to leadership. “The moment they become a stakeholder, you’re in.”
The Future of Learning: Personalization & Microlearning
Where is L&D headed in the next five years? According to John, we’ll see more personalized learning experiences. Imagine an AI-driven system that integrates with your calendar, recognizes an upcoming presentation, and suggests a short training module to help you prepare. This kind of just-in-time learning will become increasingly common.
At the same time, companies are embracing microlearning. While there’s buzz around “TikTok-style” training, John reminds us that short videos work best for raising awareness—not for deep skill-building. Instead, microlearning will serve as a stepping stone to more in-depth training programs.
Final Thoughts: Stay Curious
John’s advice to learning professionals? Stay curious. “You never know where it’s going to take you,” he said. His own journey started in film and television before he transitioned into L&D. By staying open to new ideas and technologies, he’s been able to lead groundbreaking initiatives like ServiceNow’s Now Learning platform, which recently made hundreds of courses available for free.
The L&D space is evolving faster than ever, and those who embrace change will lead the way. Whether it’s using AI to streamline course development or leveraging data to prove impact, the future of learning is all about staying agile.
