Podcast Summary “Balancing Technology and Human Connection in Learning with Crystal Richards of TIAA”
From the Mountains to the Boardroom
Crystal Richards brings a rare blend of grounded authenticity and forward-thinking strategy to her role as Senior Director of Executive Development at TIAA. While she might start her intro with being a mom, wife, and outdoor enthusiast in the Colorado mountains, don’t let the casual tone fool you, Crystal is deeply serious about leadership development and succession readiness. In her words, she “brings people and ideas together to spark future greatness,” and that philosophy runs through everything she does.
At TIAA, she designs and leads executive programs aimed at preparing the company’s most senior leaders for what’s next. But Crystal doesn’t stop at the official job description, she’s driven by purpose. Her focus is on making learning experiences meaningful, impactful, and aligned with real human needs.
Virtual Learning Long Before It Was Trendy
Crystal was ahead of the curve when it came to virtual learning. In fact, her 2010 master’s thesis focused on distance learning and how to incorporate different learning styles into virtual modalities, back when Adobe Connect was cutting-edge. So, when the pandemic hit, she wasn’t scrambling to pivot. She was already building programs chunked for virtual delivery, complete with breakout rooms, polls, and digital engagement strategies.
TIAA’s preparedness meant that learner satisfaction scores didn’t take the hit many companies experienced during the pandemic. Even when initial learner expectations dipped, metrics eventually evened out and proved that good virtual learning can match the quality of in-person sessions when done well.
What’s Next in L&D? Connection Over Isolation
Crystal sees the obvious changes coming; artificial intelligence, simulations, microlearning, but she’s more interested in what others might be missing: loneliness. As more companies lean into automation and virtual tools, she believes the L&D world must not lose sight of human connection. Learning around a virtual fire doesn’t carry the same weight as real conversations and shared experiences.
Crystal advocates for thoughtful modality selection, knowing when face-to-face learning is essential and when tech can be leveraged to scale. Her example of a leadership cohort that still meets 18 months after their in-person retreat speaks volumes. The experience bonded them in a way no virtual simulation could have.
Mentorship That Unleashes Strengths
Crystal credits much of her professional growth to Nancy Schreiber, a former leader who gave her space to shine. Nancy saw strengths in Crystal before Crystal saw them herself, challenged her when needed, and removed obstacles so her team could perform. That kind of leadership, empowering, trusting, and strengths-focused, became the model Crystal now tries to emulate in her own work.
Nancy didn’t just manage; she inspired. She created a culture where people were “in the flow,” and Crystal says she’s been chasing that level of engagement and alignment ever since.
The Skill Shortage Isn’t What You Think
While most people might name technical or analytical gaps as the hardest skills to hire for, Crystal takes a different view. In today’s resource-strapped environments, the real challenge is finding budget for new L&D hires and then finding people who can wear many hats.
With leaner teams, L&D pros are expected to stretch far beyond their specialties, dabbling in HR generalist work, employee relations, even benefits. So, the true skill in demand? Breadth. Flexibility. Versatility. And the ability to teach emerging tech tools like AI, not just use them.
Favorite Resources and Book Picks
To stay current, Crystal turns to her community of practice through LeadX by Kevin Kruse, where she collaborates with other L&D leaders and shares insights. From using tools like Power Automate to keep coaching programs on track, to hearing firsthand how other companies structure development from top to bottom, she finds these sessions far more impactful than traditional webinars.
As for books, Crystal’s must-reads include:
- “What Got You Here Won’t Get You There” by Marshall Goldsmith. A classic that reminds leaders to evolve their behaviors as they move up.
- “Multipliers” by Liz Wiseman. A powerful lens on how leaders can amplify or inadvertently diminish their team’s potential.
- “Essentialism” by Greg McKeown. Her to-read pick for 2025, focused on simplifying to focus on what truly matters in a world full of distractions.
Final Thoughts
Crystal Richards is more than a learning leader, she’s a connector of people, ideas, and purpose. Her philosophy blends business outcomes with human needs, and she’s committed to helping leaders develop not just the right skills, but also the right support structures like cohort groups, mentors, and communities.
Elements of a Learning Journey for Instructional Designers
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