In this episode of CELab, we chat with Kevin Dunn, Senior Manager of Customer Education & Community at Airtable, and Adam Avramescu, to dive deep into how Airtable leverages operating models and AI to scale and streamline customer education. Kevin shares how the Academy OS—built entirely on Airtable—drives efficiency in course creation, content management, and feedback analysis, while also boosting customer engagement. He walks us through how AI and relational databases are helping streamline workflows, prioritize feedback, and improve product adoption. If you're looking for ways to integrate operating models and AI into your customer education program for better scale and efficiency, this episode is a must-listen.

• AI enhances course content development by analyzing feedback and automating updates.
• Academy OS eliminates invisible labor by automating manual processes in content creation.
• Prioritization of feedback and course updates is streamlined using AI and Airtable’s relational databases.
• Connecting customer education data with product usage data shows clear correlations to product adoption and retention.

In this dynamic episode of CELab, Todd Kirk from BrainStorm joins with Dave Derington for a dive deep into the complex world of customer education, unveiling the "Two-Hump Problem"! What's that, you say? It's a different way to think about learning challenges that plague B2B SaaS companies working to deliver effective learning experiences. They explore how organizations can bridge the gap between small business (SMB) and Enterprise customers, transforming traditional training approaches into adaptive, personalized learning journeys.

Key Takeaways:

• The Two-Hump Problem: Different learning needs for SMB and enterprise customers
• Customer education is more than training - it's about driving behavioral change
• Digital experiences are crucial, but they must be high-quality and tailored
• Change management involves three key stages: 1. Awareness and desire 2. Knowledge and ability 3. Continuous reinforcement
• Traditional training models are outdated in the fast-changing SaaS landscape
• Platforms like Brainstorm are revolutionizing how companies deliver personalized learning
• Success metrics should focus on future value anticipation, not just immediate training completion
• Empowering customers to own their learning journey is critical for long-term success

We also discuss a 4-square (Eisenhower Matrix) model in this talk. Here's an image to help visually demonstrate the vectors between self-directed and structured learning and how they apply to the spectrum of business, from SMB to Enterprise.

In this episode of the CELab podcast, host Dave Derington sits down with Casey Izzo from Bionic Advertising Systems to unpack an extraordinary journey of digital transformation. Learn how a small team turned their high-touch CSM-led software training into an accessible, scaled digital success experience.

Casey shares her team's remarkable achievement of developing a comprehensive academy with nearly 100 videos in months, using innovative tools like Synthesia for AI-powered narration and strategic content design, Camtasia for editing, Wistia for hosting, and Gainsight to bring it all together. Even more, with such a small team they leveraged content creation expertise through Greenmusk to accelerate delivery. The result? Over 150 certifications issued, dramatically reduced training overhead, and a learning platform that serves both customers and industry professionals.

Key Insights:

• How to Build an Enterprise-Level Academy with Limited Resources
• Leveraging AI and Smart Tools to Dramatically Reduce Training Time
• Transforming Customer Onboarding from Live Sessions to Strategic 30-Minute Meetings
• Creating a Learning Platform That Attracts Users Beyond Your Customer Base
• Practical Strategies for Making Complex Software Training Engaging and Accessible

Whether you're a Customer Success leader, a Training Professional, or tech innovator, this episode offers a blueprint for scaling education without scaling complexity.

Listen now and transform your approach to customer learning!

This episode is a "feed drop" or crossover episode featuring Adam Avramescu and Dee Kapila's new show - CXetera! As our network grows, we will often feature other shows where you can go and continue your learning journey.

This is a topic that's relatable to all of us in the field of Customer Education: Should Customer Success Managers (CSMs) should be responsible for customer training? In this episode, Adam and Dee explore the complexities of training delivery across different company stages and contexts.

Top 3 Insights:

1. Training Expertise Matters: Not all CSMs have the skills to deliver effective training. Professional trainers bring specialized learning design expertise that ensures consistent, high-quality educational experiences.
2. Balancing Efficiency and Customer Experience: Companies should carefully evaluate their training approach, considering both operational efficiency and customer outcomes. The goal is to right-size training offerings that meet customer needs without overextending resources.
3. Contextual Training Strategy: Training approaches should adapt based on company maturity, product complexity, and market context. Early-stage companies might rely on CSMs, while mature organizations benefit from dedicated training teams and scalable educational programs.

The discussion emphasizes that while CSMs play a crucial role in customer success, specialized training is often best handled by professionals who can deliver consistent, high-quality learning experiences.

As our market continues to grow and change, it's crucial for us to keep on top of emerging trends. Make sure you check out and subscribe to the CXetera substack and check out the show on iTunes, Spotify, and all the other places where you catch your pods!

In this episode of CELab, we engage in a comprehensive discussion with Brett Strauss and Dan Boyle about the intricacies of customer education and partner training. They explore the evolution of NetExam, the importance of access management, and the role of AI in enhancing training experiences.

The conversation delves into best practices for creating effective training programs, the significance of informal learning, and the necessity of building trust with partners. The episode emphasizes the need for simplicity and consistency in training while also addressing the complexities of managing partner relationships and ensuring successful customer outcomes.

Highlights:

• Partner training is essential for scaling customer education.
• NetExam evolved from a content management system to a specialized LMS for partner training.
• Building trust with partners is crucial for successful training programs.
• AI can enhance training by analyzing performance and providing feedback.
• Informal learning should be recognized and credited in training programs.
• Training should be simple and accessible to partners.
• Certification requirements should be balanced to avoid overwhelming partners.
• Custom learning paths can enhance the training experience.
• Measuring success should go beyond just certification completion.
• The relationship with partners should be nurtured from day one.

In this conversation, Adam Avramescu and Elli Neald discuss the evolution of customer education and support through the implementation of AI chatbots. They explore the challenges faced in the "old-school" customer support models, the transition to an AI-first strategy, and the ongoing optimization efforts that have led to significant improvements in resolution rates and customer satisfaction. Ellie shares insights on the importance of testing, data sources, and proactive education in enhancing the customer experience.

Key Takeaways from this episode:

• The transition to AI can significantly improve resolution rates.
• Content maintenance is a major challenge in customer support.
• Testing and iteration are crucial for successful AI implementation.
• Proactive education can enhance customer experience and product adoption.
• AI chatbots can serve as growth levers rather than just cost centers.
• Understanding customer needs is key to effective support strategies.
• Data architecture plays a vital role in AI chatbot performance.
• Regular optimization is necessary to maintain high customer satisfaction.
• Engaging with support teams helps identify areas for improvement.
• AI can personalize responses based on user-specific data.

In this special 150th episode, Adam Avramescu and Dave Derington reflect on their journeys in customer education and the evolving nature of the field. They explore the fluidity of customer education roles, noting that there is no single, universal "playbook" that applies across all organizations. Dave Derington shares insights from his new role as Senior Manager of Learning Solutions and Programs at Atlassian, a large, mature enterprise.

What we've learned over the years is that what we call Customer Education has no discrete start or end. Universally, we focus on:

• The challenges and opportunities of scaling learning programs to support millions of users,
• The importance of integrating community and learning initiatives
• The strategic approaches required to drive adoption and engagement within complex, distributed organizations.

The episode offers a unique perspective on the evolving landscape of customer education and the innovative ways leading companies are tackling the complexities of learning at scale. Listen in and let us know your thoughts!

In this episode of the CELab podcast, Julie Cochran, the Global Education Services lead at Charles River Development, shares her journey in developing a fair and data-driven pricing model for her company's instructor-led training programs.

Julie explains how she partnered closely with her finance team to uncover the true costs associated with creating and delivering in-person training, including factors like instructor salaries, travel expenses, and content development time. By meticulously tracking this data, Julie was able to build a pricing structure that covered the company's costs while still providing value to customers.

This episode explores:

• The challenges of transitioning from in-person to virtual instructor-led training, and how to maintain the personal touch
• Strategies for collaborating with sales and finance teams to establish fair pricing
• The importance of using data and metrics to inform pricing decisions, not just gut feel
• Tips for promoting continuous learning and platform adoption through engaging training experiences

Whether you're a seasoned learning leader or just starting to build out your customer education program, this episode offers practical insights and a pricing playbook you can apply to your own organization.