Ep 05: The Return on Investment Gap with Valerie Merrill
In this episode (Ep 05), Carolyn is joined by Valerie Merrill, a London-based learning and development specialist, consultant and trainer with over 35 years’ experience across IT training , business transformation and leadership development.
As Director of Merrill Consultants Ltd, she works with organisations to design and deliver bespoke learning interventions across Microsoft technologies, change programmes and people skills.
An LPI Fellow (FLPI), Valerie is recognised for her contribution to the learning profession and is an active voice within the L&D community.
This conversation moves beyond the question of whether to use AI, and into what happens once it’s already in place.
Drawing on her experience working directly with teams, managers and leaders, Valerie shares what it looks like when AI meets real organisational conditions - where access, licensing, data and day-to-day workflows don’t always align in the way people expect.
Together, they explore:
Why ROI from AI can feel difficult to measure in practice
How uneven access and licensing shape the experience of using AI
The emergence of “shadow AI” as people find their own ways of working
What happens when tools are in place, but the value isn’t landing evenly
The importance of being thoughtful about how AI is used, not just that it is used
Rather than offering a framework, this episode surfaces the reality of adoption as it is happening now — uneven, evolving, and often difficult to see clearly.
It raises a simple but important question:
If AI is already in place, what is the value actually aligned to?
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