Clarity in a Digital Age: The Enduring Need for Expert Guides

After graduating with a Bachelor of Arts in History in 1994, I quickly realised that my dream of becoming a historian wouldn’t pay the bills. So, I pivoted to a skill I’d picked up along the way: understanding the Internet and its applicability to every-day personal and business life.

I had returned to my hometown, of Ottawa, Canada, co-founded one of the country's first "dot coms", self-taught my way through the digital world, and soon, I was not just navigating it but teaching others how to do the same. Over the past 30 years, I’ve trained over 5,000 professionals in various business and soft skills, bridging the gap between technical know-how and practical application.

This journey of learning and development didn’t stop there. Recently, I completed an intense 8-month certification programme to become a City of London tour guide. This programme, consisting of 100 classroom hours, 200 self-study hours, and four gruelling exams, pushed me to expand my knowledge and refine my ability to communicate complex information in a digestible way. Although I have been guiding professionally since 2017, I have a desire and need to constantly keep my skills updated to the widest possible range - not just for my own interest and curiosity, but of course to the benefit of my clients' interests as well.

My friend and colleague, Mervyn Murray?? , summarises the evolution of corporate Learning & Development (L&D) as moving from "information is power" to "knowledge is power," and now to "clarity is power."

In today’s fast-paced world, where technology bombards us with just-in-time snippets of information, the real challenge lies in finding clarity. As trainers, we must not only provide knowledge but also ensure it’s clear, actionable, and tailored to the learner's needs.

This principle of clarity and adaptability is just as crucial in the world of walking tours.

When I guide clients through London, I’m not just reciting historical facts—I’m tailoring each experience to fit their background, interests, and expectations. North American visitors might be in awe of the ancient buildings, while Europeans, more familiar with old architecture, often seek deeper stories. Non-Western guests, perhaps encountering European history for the first time, approach with fresh curiosity.

Merv says that "we need to get to know customers and their needs more intimately in order to deliver what they need to do their jobs". Similarly, in guiding, we need to learn customer curiosities and interests in order to deliver what they want as their personal quintessential London experience.

For example, in the past fortnight, I’ve guided a diverse range of clients including:

• a first-time visitor from China curious about local culture,
• a multi-generational family with varying connections to London, and
• a couple who wanted their focus to be on WWII/Blitz history and
• a single lay-over business traveller who wanted my Quirky London Coffee Shop tour.

My aim for each tour is to eliminate the "noise" and tailor the experience to meet the unique interests of each client. (Coincidentally, all of these clients happened to want tours in roughly the same area of London, but each wanted to aborb the streets and content in his or her own way!)

Does this resonate with the last time you received CPD training? Perhaps you and a colleague might have both been learners in the same excellent class, but each derived your benefits in completely differing ways.

Over the years, the tools we use to navigate the world have evolved, but the reliance on third-party information has remained constant.

Well into the 20th Century, travel was leisurely, with ample time to explore Europe's grand streets armed with detailed guidebooks like Fodor's and Lonely Planet, offering curated, durable (paper book format) advice. Twenty years ago, Google Maps brought instant location-based recommendations, guiding us to our preferred dining spots with precision. Now, AI promises to optimise our travel down to the last penny and minute, but one must wonder: does it strip away the serendipity and depth of the journey?

Yet, the real challenge isn't just the speed or availability of information; it's the interpretation of it.

In both the corporate L&D world and guided tours, a human touch is indispensable. A guide - whether in a boardroom or on the streets of London - provides context, insight, and adaptability that no app or algorithm can replicate. We help sift through the noise, offering clarity and a personalised experience that truly resonates.

But, as Merv emphasises, the learner (and indeed the visitor) "needs to know the right questions to ask". An educator - and indeed a guide - needs to have the skill to coach the client to reveal what those questions are. The expert and recipient of knowledge must work as a team to this goal, and often very quickly as minutes tick away....

In both corporate L&D and tour guiding, it’s about understanding your audience and providing a tailored experience. The ability to adapt (whether it’s to the learning style of a corporate trainee or the expectations of a tour group) is what makes the difference. The better we know our clients, the better we can meet their needs, and that’s the key to success in any field.

Whether in the boardroom or on the streets of London, the skills of clarity, adaptability, and understanding are universal. They allow us to sift through information overload and deliver what truly matters.

And as I continue guiding visitors through the rich tapestry of London’s history, I carry these lessons with me, ensuring that every tour is not just informative but transformative.

Chris MacNeil, a Certified Green Badge guide and ITG member, brings over 30 years of corporate training expertise and expert London knowledge to his tailored tours. Whether for personal or corporate needs, Chris combines deep knowledge of the city with an understanding of professional networking, learning - and enjoyment! - requirements.

Ready to discover London with an expert who understands both the city and business? Book your customised tour today!