---
id: "question-scaling-high-touch-training"
type: "open-question"
source_timestamps: ["§ 5. Empower Team Leaders to Build Trust and Momentum"]
tags: ["scalability", "training"]
related: ["entity-intuit", "concept-make-or-break-layer"]
resolution_path: "Longitudinal case studies on Intuit's (or similar companies') subsequent rollout phases, measuring whether peer-to-peer enthusiasm successfully replaces direct HQ intervention at scale."
sources: ["adoption"]
sourceVaultSlug: "hbr-seg-adoption"
originDay: 9
articleStem: "hbr-edu-40-workers-dont-trust-ai"
sourceUrl: "https://hbr.org/2025/11/workers-dont-trust-ai-heres-how-companies-can-change-that"
sourceTitle: "Workers Don’t Trust AI. Here’s How Companies Can Change That."
---
# Scaling High-Touch Frontline Training

**Open question:** the [[entity-intuit-d9]] case study highlights a highly successful **"Expert AI Training Day"** in which 150 frontline dabblers were brought to headquarters for hands-on co-creation. But the source notes the company is *"now considering how to scale the approach for the entire population of frontline workers"* (15,000 experts).

**The unresolved tension:** how can organizations **maintain the intimacy, psychological safety, and effectiveness** of high-touch HQ training when scaling to **tens of thousands of distributed frontline workers**? The [[concept-make-or-break-layer]] mechanism depends on local, trusted relationships that may not survive mass rollout.

**Resolution path:** longitudinal case studies of Intuit's (or comparable companies') subsequent rollout phases, measuring whether **peer-to-peer enthusiasm successfully replaces direct HQ intervention at scale** — or whether trust and adoption decay as the delivery model becomes less personal.