The Digital Executive – Episode 1170

Guest: Doug Stephen (President, CGS Immersive)
Topic: Immersive Learning, AI, and the Future of Workforce Training
Date: December 15, 2025
Host: Coruzant Technologies

Episode Overview

In this episode, Doug Stephen, President of CGS Immersive, explores the persistent gaps in workforce development, the transformative power of immersive and AI-powered learning experiences, and his optimistic predictions for the future of work. Drawing on over 20 years of consulting work with Fortune 1000 companies, Doug shares practical insights, memorable analogies, and real-world case studies illustrating how technology is reshaping employee training and organizational growth.

Key Discussion Points & Insights

1. Persistent Gaps in Workforce Development

[01:45]

• Scrap Learning: Doug highlights that despite technological advances, many organizations' behaviors haven’t kept pace. Traditional approaches are still prevalent, leading to "scrap learning"—where learners forget the majority of their training due to information overload and lack of real-world application.
  • “We're fantastic at creating decks and videos ... but we still experience this thing called scrap learning ... they forget 75% of it.” – Doug Stephen [01:54]
• Need for Practice Over Resources: Watching content is often conflated with building real capacity. True learning comes from repetition, simulations, and role-play.
  • “People need reps, not just resources.” – Doug Stephen [02:34]
• Lack of Measurable Outcomes: Training is rarely linked to concrete business outcomes (revenue growth, cost reduction, or NPS improvement).
  • “We still haven't tied training to business outcomes in P and L ... we've got to say let's build this course because we want to be able to increase revenue twofold or ... increase our NPS score.” – Doug Stephen [03:04]

Summary:

• Too much passive content, insufficient real-world practice, and poor accountability for business results define the current training landscape.

2. Why Immersive Learning Outperforms Traditional Methods

[04:29]

• Action over Observation: Immersive training offers direct experience rather than passive observation.
  • “Traditional training asks you to watch the game. Immersive training lets you play it.” – Doug Stephen [04:34]
• Measurable Results through Practice: VR-based training delivers faster learning and tangible business improvements.
  • Call Center Example: Role-play simulations raised sales close rates by 3-5% within 6-8 weeks—a significant impact at scale.
  • Blood Collection Training: Transitioning to AR and VR reduced training time from 65 days to 28 days, with improved employee readiness.
    • “When they came to actually work on the actual machine, they were evaluated on how they did, not what they had to do.” – Doug Stephen [05:56]
• Building Confidence and Reducing Fear: Immersive practice makes employees more confident and less anxious when facing real-world scenarios.
  • “It takes the fear of the first conversation … if it can make you a better conversationalist ... it's going to make … humanity better.” – Doug Stephen [06:55]

3. The Evolution & Impact of Immersive Technologies

[07:44]

• AI-Powered Experiences Lead the Way: While AR/VR and spatial computing are impactful, it’s currently the AI-enabled interfaces (like Grok, Gemini, and OpenAI) that drive the most immediate change.
  • “Right now the biggest impact ... is coming from AI powered experiences on devices.” – Doug Stephen [07:50]
• Agentic Experiences: Merging human initiative with AI assistance enables real-time, multi-task learning and productivity enhancement.
• Convergence of AR/VR and AI: The future leap will occur when AI is seamlessly embedded in AR devices—such as Meta’s Ray-Ban smart glasses—enabling hands-free, context-aware guidance and digital twin integration.
  • “Can those type of glasses ... tied together with AR ... actually replace the phone?” – Doug Stephen [08:59]
• Form Factor Matters: For adoption, wearable tech must blend advanced functionality with everyday style.
  • “They look cool ... form factor critical ... people ... don’t want to be seen as a geek.” – Doug Stephen [09:47]

4. The Future of Work & Workforce Learning

[10:34]

• Optimism for a More Human Workforce: Doug envisions a future where technology—especially AI and immersive platforms—quietly empowers people to become more confident, capable, and empathetic.
  • “The future ... is going to be a workforce that’s more confident, more capable, more human ... with AI and immersive tech quietly running in the background.” – Doug Stephen [10:36]
• Simulation-First Onboarding: New employees will learn through realistic simulation scenarios rather than rote content.
• Continuous, Point-of-Need Upskilling: Learning support will be available in real time, through digital twins or smart glasses.
• Human Leadership Skills Enhanced: Leadership, empathy, and collaboration will be practiced and refined through immersive technology, baselined with real feedback.
  • “It’s not training, it’s knowledge.” – Doug Stephen [11:33]
• Guardrails and Human Control Essential: While embracing tech, organizations must establish responsible practices to maximize benefits and avoid pitfalls.

Notable Quotes & Memorable Moments

• “Traditional training asks you to watch the game. Immersive training lets you play it.” – Doug Stephen [04:34]
• “People need reps, not just resources.” – Doug Stephen [02:34]
• “We still haven't tied training to business outcomes in P&L ... we've got to say let's build this course because we want to ... increase our NPS score.” – Doug Stephen [03:04]
• “It takes the fear of the first conversation ... it's going to make ... humanity better.” – Doug Stephen [06:55]
• “AI powered experiences on devices are truly going to take us to that next level.” – Brian (Host) [09:19]
• “The future ... is a workforce that’s more confident, more capable, more human ... with AI and immersive tech quietly running in the background.” – Doug Stephen [10:36]
• “It’s not training, it’s knowledge.” – Doug Stephen [11:33]

Key Timestamps

• 01:45: Persistent Gaps in Workforce Development
• 04:29: Immersive vs. Traditional Training – Analogies and Case Studies
• 07:44: Most Impactful Emerging Technologies Right Now
• 10:34: The Future of Work: Simulation, Upskilling, and Human-Centered Leadership

Tone & Closing Thoughts

Doug balances visionary optimism with direct practicality, emphasizing both the necessity and the ethics of technological transformation in workforce learning. He repeatedly returns to human-centric outcomes—the need for people to gain confidence, skills, and the ability to thrive amid rapid digital change.

This episode is a concise, insightful primer for executives, L&D leaders, and technologists interested in the real-world impact and near-future possibilities of immersive learning and AI in workforce transformation.