I was training a new cast member at The Great Movie Ride at Disney-MGM Studios. She was performing in front of guests for the first time when we hit a technical snafu near the end of the ride. We were buying time for engineering when a fellow trainer popped over and asked, “Wanna go to lunch?”

“Sure…” I whispered, with a look that clearly translated into “Really, now?”

This moment captured how much we valued our group lunches. This time mattered because cast members relied on their peers to keep a complex operation running. Many formed friendships that continue years later. We knew back then, even amid stressful situations, that learning was about connection.

From Classroom to Clicks

Since then, technology has changed how we train. Classrooms and hands-on activities still exist, but digital alternatives often take the lead. eLearning delivers speed, scale and consistency that are hard to match. As organizations grow and change accelerates, online content becomes the default.

At the same time, learning has become more isolated. Employees move through online courses alone, eyes on their screens, even when seated beside others. Zoom and Teams connect people across locations, yet many interactions are purely transactional. We log in, consume information and move on.

Technology optimized delivery, but not connection.

Trust, Friendships and Shared Understanding

This pattern is playing out across the workplace. Systems are more efficient and expectations are higher, but human connection is thinning.

From a business perspective, technology has delivered. Labor productivity has increased by roughly 60% since 2000 and corporate profits have more than tripled over the same period. Organizations clearly know how to maximize processes.

The same cannot be said for the human side of work.

Only 1 in 5 employees strongly trust their company’s leadership. While up to 90% say workplace friendships influence engagement and retention, 40% report feeling lonely at work. As connection weakens, people pull back. They’re less likely to share, explore new opportunities or go beyond what is required.

The risk goes beyond disengagement. Trust helps teams handle uncertainty and recover when things break. Without it, performance may hold, but resilience fades.

We are in the midst of the next digital transformation of work. Artificial intelligence (AI)-powered assistants and coaches promise instant answers, personalized training and on-demand guidance. Employees no longer need to ask a peer or wait for a manager. Information is always available, right when it is needed.

But what happens when people stop needing one another?

As work becomes more frictionless, something important is lost. These moments were opportunities to compare perspectives and build shared understanding. When they disappear, trust is harder to build. Work moves faster, but it also gets quieter.

L&D’s Role: Design for Connection

Organizations must confront this tension as part of their AI strategy. The value of these tools is real, but so is the risk of designing work that prioritizes systems over relationships. We don’t have to choose between technology and people. Instead, we must decide which human moments are worth protecting as work evolves.

L&D plays a critical role in this process. How we design programs like onboarding and job training signal what the organization values. Each experience can either reinforce isolation or create space for people to meaningfully connect with one another.

As AI expands, L&D must pay close attention to how technology is shaping the work experience. We must intentionally create moments for people to pause, ask questions and learn together. Like those group training lunches, these moments shape how teams collaborate, navigate change and respond when disruption hits.