As technology evolves at lightning speed, how can we keep up with educating our customers? We pose this question to the legendary Geoffrey A. Moore, author of the iconic book "Crossing the Chasm". Geoff argues that while technology outpaces traditional education methods, the core customer problems remain the same. In this episode we'll discuss Geof…

How do you get from 6th grade science to a role leading Customer Education at Notion? It's a great story that's behind the evolution of customer education at Notion, where our guest - Zoe Ludwig - focused on bridging the gap between product adoption and user success. From emphasizing the importance of understanding the audience's needs - to codifyi…

In this episode we're joined by Special Guest - Shannon Howard - as we dive into the Intellum-sponsored study from Forrester: “Driving Business Success Through Customer Education”. This is a refresh of the 2019 report, which is crucial for those in our field to review and absorb. What's changed? Are there new trends? Highlights? Here are just a few…

"If you just focus on educating your customers, you're missing a HUGE opportunity!" says Mark Kilens, Co-Founder of HubSpot Academy and Drift, and now CEO and Co-founder of TACK ⛵️ & ClubPF. In previous episodes, we've shared how leaders in the industry see education as the core of our programming. Here, Mark shares a human-first perspective on how…

In this episode we welcome Katie Felton - Director of Academies, Global Education Services at Anthology Inc. to continue our exploration into Pricing and Packaging for Customer Education. This episode dives deep into the world of customer education programs for software companies, featuring an EdTech expert. Here are some key highlights: Launching …

How do we price our Customer Education programs? It's a hugely challenging task, even for the experienced - and one that CELab listeners have asked for! We welcome Mindy Barenblat to the show - an Austin-based an education & enablement strategist and consultant, formerly GM/VP of Education Service at Blackbaud and Eloqua. Tune as we discuss: Subscr…

In this conversation we are joined by Emily Brogan, the Customer Education Manager at Dovetail. Emily's experience (and ours!) expresses and dives into the importance of putting the customer first, and the role of Dovetail in providing customer insights. Emily shares her experience in building the Dovetail Academy and the challenges of scaling cust…

Listen in as we explore the ever-evolving intersection of community management and customer education with Brian Oblinger. Brian is a seasoned veteran in community management, and shares invaluable insights drawn from his extensive career, underscoring the power of learning from past endeavors. Our discussion ventures beyond the surface, examining …

Two of the key activities in the life of a Customer Education professional are crucial skills to have: Collaboration with Product Teams and getting their buy-in. In this episode we welcome Jesse Evans, Director of Customer Education at Honeybook - and Box and Meta alum. This is an action packed episode where we'll dive into all things Product and l…

Ever wonder how the minds behind world-class customer education programs construct the experiences that not only stick but also spur action? That's exactly what we’re talking about in this episode with instructional design virtuoso Julie Dirksen. Julie, David, and Adam navigate the transformative power of digital customer training - with Julie's in…

Have you ever considered how an overlooked design choice could shut out a swath of eager learners? Imagine excluding twenty-five percent of adults from your training programs. That's the staggering possibility we tackle in Episode 124, as we welcome our friend Sharon Castillo to the show! Sharon is a Customer Engagement and Education Leader current…

What can Clown Core teach us about Customer Education? Every year, Adam and Dave take some time to clown around and have a little fun. So have you ever stumbled into a musical rabbit hole so deep, it turned into a blueprint for revolutionizing customer education? That's exactly what we did in our latest auditory adventure, as we celebrate our annua…

It's the end of 2023! This year we experienced the continuation of the economic trends we saw in 2022, watched complex and troubling geopolitics unfold, experienced more tech layoffs and a difficult fundraising environment, and witnessed the continued rise of AI. It’s been a hectic year so we want to take this quiet moment to reflect on it and cons…

What's the "State of Customer Education"? Each year Adam and Dave take time to review reports focused on education in B2B SaaS and pull forward the key themes and trends as reported by institutions and vendors that serve the market. Join us as we unpack customer education reports including the TSIA State of Education Services 2023 report and explor…

Are you prepared to transform the way you perceive learning and interaction with technology? We're thrilled to share fascinating insights from Barry Kelly, CEO of Thought Industries, on the future of customer education. Barry, with his remarkable understanding and vast experience, guides us through a diverse array of topics, including the astonishi…

We're always excited to talk with leaders about their platforms and roadmap - and this episode is no exception. You'll want to join us to learn how Docebo is leading the way with AI-powered Customer Education and Enablement. Meet Alessio Artuffo, a man with a fascinating journey from Italy to Athens, Georgia, who's been instrumental in transforming…

In this episode, Sourabh Bajaj, an expert in AI, explores the role of artificial intelligence in customer education. He discusses his background in AI, its early use in the postal service for handwriting detection, and its emergence in computational chemistry. Sourabh highlights how AI is revolutionizing jobs, enhancing creative tasks, and automati…

Instructor-led training has always been a core part of the customer education program. With COVID hitting in 2020 there was a strong shift to VILT (Virtual Instructor-Led Training), companies started using whatever tools were at hand to deliver remote training, accepting lower engagement and effectiveness as a given. But it shouldn’t be like this. …

What is a Mutant Learner? In this episode of the CELab podcast, we welcome #1 International Best Selling Author Treion Muller to the show to talk about his recent book, "The Rise of the Mutant Learner". At the core of his book may be some deeply valuable approaches to the challenge posed to all of us as Customer Education leaders. Specifically, how…

In this episode, Dave Derington chats with Shellie Grieve, the Director of Collaborative Learning at ServiceNow. You’ll hear about the landscape of cohort learning and its role in customer education, the impact of the pandemic on traditional training programs, and the importance of overhauling them to be more targeted and scalable. Grieve shares he…

In this episode, Adam Avramescu takes a deep dive into Change Management with Alessandra Marinetti - Global Head of Education and Enablement at Asana. Change Management is, as Alessandra shares - "the ability to enable people to see things differently, and to do things differently". If you're in #customereducation and #customersuccess, take an hour…

In this episode, Caitlin Wood, Senior Director of Customer Success and Enablement at Ironclad, dives into the intricate world of customer education and success. She elucidates the unique structure of Ironclad's education program, the role of their Learning Experience Design and Training Delivery teams, and their revolutionary approach to digital su…

This is an episode you won't want to miss - the future is now! Customer Education has a seat at the table and a critical impact on business. In this episode, we talk with Nick Mehta - CEO of Gainsight, and Steve Cornwell, CEO of Northpass about the recent acquisition of the Northpass platform into the Gainsight family. We talk about Digital Custome…

In this episode, Adam reviews Dr. Richard E. Mayer’s 12 Principles for Multimedia Learning in our Instructional Design 101 series. Dr. Mayer's research focus is determining how people learn (i.e., the science of learning) and how to help people learn (i.e., the science of instruction). His research concerns the intersection of cognition, instructio…

In this podcast episode, host Dave Derington speaks with John Leh, CEO/Lead Analyst at learning tech research/consulting firm, Talented Learning. Talented Learning provides independent research and analysis on learning management systems (LMS), focusing on extended enterprise or learning systems as a business. John shares his experiences in the evo…

We are big fans of TechSmith and its products - and TechSmith is a fantastic supporter of the Customer Education community! Today we welcome Matt Pierce and Troy Stein from TechSmith to the show to discuss what’s happening at the company and an exciting (experimental) topic: Project Based Learning (PBL). You’ll hear Matt and Troy discuss the transf…

Welcome to Part II of an important discussion between host Adam Avramescu, VP of Customer Education at Personio, and Stephanie Pellegrino, who leads Customer Education at Gong. Adam and Stephanie give an unfiltered view into...Bởi CELab

Welcome to Part I of a candid discussion between host Adam Avramescu, VP of Customer Education at Personio, and Stephanie Pellegrino, who leads Customer Education at Gong. You’ll hear about the macroeconomic changes in the market and how they affect us in Customer Education, insights on acing customer education job interviews, Adam and Stephanie gi…

In Episode 102, we first spoke with the Thinkific Team about the Power of Education as a Growth Tool for business. Today we’re going deeper into the history and growth of the Thinkific platform itself. In this episode, we are speaking with Aaron Morin, Senior Manager of Community at Thinkific. Thinkific is a software platform that enables entrepren…

Gamification and Gamified Learning are resurfacing as big trends in helping grow engagement in SaaS platforms. In this episode, we are going to talk about Learning Science and dive deep into Gamification. How do you get started? What are the common mistakes? Join us for a Disney-esque ride through #customereducation with Shannon Howard and Michelle…

Like peanut butter and jelly, customer advocacy and education – together – synergize their powers. Join host Dave Derington as he speaks with Adam Ballhausen, Senior Director of Customer Education and Advocacy for Docebo (“Doh-CHAY-boh”)...Bởi CELab

Machine Learning and AI are really impacting our world, but how can Customer Education teams take advantage of this trend? Enter Videate! If I can have a tool “magically” do my video for me? Add audio? And then translate it into different languages? How much would that be worth? Join us as we talk with Mark Hellinger about this amazing product. Mar…

Software as a Service (SaaS) businesses are often plagued by the same challenge: Churn! Thanks to the emergence of Customer Success, we’ve learned a lot about this word and what can be done to combat...Bởi CELab

In CELab’s 100th episode, we’ve kicked off the celebration of 100 episodes by discussing the hardest-won lessons for Customer Education Leaders. Dave and Adam have both held several roles on their journeys as customer education...Bởi CELab

For CELab’s 100th episode, we’ve decided to celebrate by discussing the hardest-won lessons for Customer Education Leaders. Dave and Adam have both held several roles on their journeys as customer education leaders, and now they...Bởi CELab

Customer Education teams must remain adaptable in times of change. After all, we support ever-changing products for diverse audiences, and we drive ever-changing business strategies. In this episode, Lisa Rothrauff, Director of Customer Education at...Bởi CELab

With this episode, we’re joined by Tiffany Taylor to talk about the overlap between Customer Success and Customer Education. Tiffany leads both the Customer Success and Customer Education practices at Handshake, and what better way...Bởi CELab

And finally … our “book club” discussion on Peter Honebein‘s book, “Strategies for Effective Customer Education“. If you haven’t listened to Part 1 and Part 2, check those episodes out now. We finish up this series with...Bởi CELab

We’re back for Part 2 (of 3!) of our discussion on Peter Honebein‘s book, “Strategies for Effective Customer Education“. If you haven’t listened to Part 1, check it out now. We pick up the thread...Bởi CELab

The clock is winding back, once again! On a previous episode, we covered Claudia Gaillard Meer’s book on Customer Education from 1984. And now, we’re jumping forward in time 13 years to the year 1997....Bởi CELab

This episode is a continuation of our discussion of Claudia Gaillard Meer’s 1984 work on Customer Education. Customer Education has been around for at least 40 years by now, so we continue our conversation –...Bởi CELab

It’s 2023! Dave and Adam share predictions for the coming year – what are the big trends to watch, and what are the ones that might not pan out? We’ll share our predictions and trends....Bởi CELab

It’s the end of 2022 and we’re recapping the year with reflections on what we, and our peers in the Customer Education world, have learned. We start by hearing reflections from Customer Educators around the...Bởi CELab

Customer Education is, as Dave Derington says, “Both new and not new”. We review the book, “Customer Education” by Claudia Gaillard Meer and take time at the end of 2022 to reflect upon what has...Bởi CELab

In Late 2022, businesses in the Software-as-a-Service (SaaS) market have felt the impact of an economic slowdown. Many of us – both leadership and teams – feel that in different ways. For leaders … fewer...Bởi CELab

Video. It is often the go-to for many of our customers, and for good reason. Some stats from TechSmith, “83% of people prefer watching videos to accessing instructional or informational content via text or audio”....Bởi CELab

Customer Education is an increasingly important tool in a Software Exec’s toolkit. As programs grow and mature, we sometimes have a “seat at the table”. Wise B2B SaaS Execs will ask you questions such as,...Bởi CELab

Many people ask exactly how Customer Education can drive Revenue, reduce Churn, decrease Support tickets, and much more. Is it magic? Is it secret technology? Nope. It’s actually not. It’s Calculus. Seriously. In this episode...Bởi CELab

(This episode is sponsored by WorkRamp) As WorkRamp says on their website, “Learning is a Growth Engine” for your business. At CELab, we talk about scale and growth tirelessly and how crucial it is for...Bởi CELab

Continuing our journey through the “State of Customer Education” reports that have come out in 2022, we explore TSIA’s report – The State of Education Services: 2022! This year’s report focus on Education as a...Bởi CELab