How Learning Teams Can Prove Real ROI with AI: with Marc Ramos

This blog post is a summary of the latest episode of The Business AI Playbook podcast.

You can listen to the full episode on Spotify, Apple Podcasts and YouTube — or simply check it out below.
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We based this episode around a simple question:

What is the real value of AI in L&D? 

To unpack it, I spoke with Marc Ramos, a learning leader with 20+ years of experience at companies like Google, Novartis, and Cornerstone. The conversation covered everything from AI in learning design to governance, experimentation, and how L&D teams are evolving into AI champions inside today’s organizations.
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It’s what’s happening in the ‘kitchen’ that matters most

One of Marc’s great metaphors: Think about AI like running a restaurant.

The dining room is the experience the customer sees — the polished learning content, beautiful design, and exciting AI interactions.

The kitchen is what happens behind the scenes — the workflows, efficiencies, governance, and collaboration between people and AI.

The real impact right now is happening in the kitchen — the behind-the-scenes improvements in how we produce learning, use data, and support the business.

It’s a reminder that while flashy AI tools get attention, the biggest gains often come from improving processes, not just outputs.

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L&D is becoming the new R&D

AI adoption isn’t just about IT anymore, and L&D has a critical role to play.
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“L&D is becoming more like R&D. We have to experiment with AI and figure out what really works in our own environments.”
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As Marc explained, modern L&D teams are often the first to:

• Explore how AI can improve learning and performance
• Develop new ways to personalize experiences
• Help the wider organization adopt AI tools effectively
  
  

Now the question is — where do we start?

Marc’s answer is clear: Your company’s guidelines on AI governance.

Always start with AI governance and ethics

One clear takeaway: Before encouraging any AI experimentation, your company needs to have clear AI governance policies.
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Marc’s advice:

• Define clear policies for AI governance and ethics
• Understand your data sources and privacy obligations
• Clarify where and how AI should (and shouldn’t) be used
  
  

“Always start with AI governance, data, and ethics — otherwise, experimentation can become chaotic.”

This is especially true in large enterprises, where risk management is critical.

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How individuals can experiment with AI

Once that foundation is in place, leaders should encourage hands-on experimentation, conducted under set AI governance policies from the company.

Suggestions for AI experimentation: 

• Try using multiple LLMs — different tools have different strengths
• Prompt AI to “roleplay”, and simulate specific characters or scenarios
• Get out of your comfort zone and try practicing new skills and domains.
  
  

“Experiment like crazy — but do it with clear guardrails.”

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Creating human-first AI experiences

Marc also emphasized the need for human-first design:

• Solve real problems, and not just adding AI for its own sake
• Focus on personas and learning journeys
• Avoid getting distracted by shiny new tools and trends
  
  

“It’s easy to get distracted by AI. We have to stay focused on what’s most useful for the individual, the team, and the business.”

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How AI is changing the role of L&D

As Marc put it: AI is transforming learning — but also transforming L&D’s role.

Today’s L&D teams need to:

• Help the organization manage AI adoption thoughtfully, and not just chase trends.
• Have a good understanding of existing data to be able to prove ROI.
• Collaborate more closely with IT and engineering teams.

It’s a big shift; and one that forward-thinking L&D leaders are already leaning into.

Final thoughts

AI is opening up powerful new opportunities for learning and performance — but it’s not just about shiny new technology. It’s about experimentation, human-centered design — and everything happening behind the scenes.

The L&D teams that embrace this shift and lead the way on AI adoption will help their companies stay competitive, innovative, and ready for what’s next.

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About the podcast‍

The Business AI Playbook explores how Generative AI is reshaping business operations, knowledge-sharing, and customer engagement. We invite industry leaders to share real-world applications of AI, giving executives practical strategies and insights.

You can watch or listen to the full episode on Spotify, Apple Podcasts and Youtube. 

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