EXPOB106: Who Owns Operational Knowledge: L&D, Operations, or No One?

Funny thing about operational knowledge. Everyone agrees it's valuable, yet no one seems entirely sure who's in charge of it. Walk into almost any organization and you'll find Learning and Development building courses and training, while Operations keeps the daily work going. Somewhere between those two worlds, real know-how, the kind that drives performance, quietly slips away.

This session takes a closer look at what it really means to capture and scale operational know-how across an organization. The knowledge that drives performance but often lies in the heads and habits of experienced people.

We will explore how leading companies are changing by capturing real work as it happens, turning day-to-day expertise into shared, searchable knowledge that anyone can learn from and make available in the flow of work. AI tools, intelligent videos, and emerging agentic technologies are making this possible by connecting people, processes, and insights across the entire organization.

During this session, you will learn:

• Identify practical ways to capture real work in motion, without disrupting productivity or adding extra layers of training.
• Turn operational expertise into digital, searchable knowledge that can be shared across teams and sites.
• Understand how AI can assist in structuring, translating, and scaling expert know-how across the enterprise.
• Build stronger collaboration among L&D, Operations, and Continuous Improvement teams by fostering shared ownership of knowledge.
• Apply real examples from leading companies who are already transforming their learning and operational systems to scale what works best.