CELab Ep 146 - CELab 2024 Wrapped

CELab: The Customer Education Lab

In this episode, we reflect on the eventful year of 2024 for the CELab podcast. Dave shares his experiences as an independent consultant, highlighting the diverse range of customer education challenges he has tackled, from revamping existing programs to building new ones from scratch. He emphasizes the importance of active listening, humility, and leveraging a network of partners to deliver successful engagements.

Adam then provides insights into his own journey, discussing the cultural adjustments of living in Amsterdam and the evolution of the customer education function at Personio, now known as the Scaled CX team. He delves into the integration of customer education with digital customer experience practices, focusing on meeting customers where they are through various channels. We recap the first year of the CELab community and plans to enhance it in 2025. Looking ahead, they share their predictions for the year to come, including a deeper exploration of scaled digital initiatives, cross-functional collaboration, and the use of AI in customer education.

Episode Highlights:

• Dave's experiences throughout 2024 as an independent consultant and the common challenges seen across the landscape of Customer Ed
• Adam's perspective on the state of customer education in Europe and the evolution of the Scaled CX team at Personio
• The integration of customer education with digital customer experience practices
• The launch and future plans for the CELab Community
• Predictions for 2025, including Scaled CX / Scaled Digital Success, Cross-functional collaboration, and AI in Customer Education