Becoming LX

Mo Goltz
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New and aspiring Learning Experience Designers can listen to episodes about core hard and soft skills needed to succeed as educators and trainers.

Episodes

  1. Apr 1

    Decoding CE Job Titles and Roles

    This episode breaks down the essential components of professional training and customer education in the modern business landscape — specifically, the similarities and differences between Customer Education, Community, Customer Enablement, Technical Training, and Training Content Development roles. The throughline: don't get hung up on titles. Look at the responsibilities. Look at the verbs. That reframe is genuinely useful. It has me thinking about the dimensions that actually matter when evaluating a role — reactive vs. proactive, strategic vs. tactical, who I'd partner with, who I'd report to. The title is almost beside the point. What matters is whether there's real overlap between what I emphasize and what the employer emphasizes.

    20 min

  2. Mar 22

    Customer Education Explained in 6 Minutes

    Customer Education Explained in 6 Minutes

    6 min

  3. Mar 17

    Customer Education (CE) Explained in Plain English

    This episode explore the strategic importance of Customer Education as a vital engine for business scaling, retention, and revenue growth in the software industry. Adam Avramescu’s writing emphasizes that companies often fail to scale because they rely on manual support instead of building automated, educational frameworks that empower users to derive independent value. By shifting education from a cost-recovery service to a pre-sales and post-sales product, businesses can differentiate their brand, reduce customer churn, and lower acquisition costs. This episode covers various methodologies for implementation, including on-demand academies, industry certifications, and in-product guidance to ensure users develop the skills necessary for long-term success. Ultimately, this episode argues that a company's profitability is inextricably linked to making its customers smarter and more capable through structured learning. --- Podcast Episode Topics Covered Growth ≠ scale — confusing the two is where most companies get into trouble The leaky bucket problem: churn drains customers out the bottom if no system holds them in The dinner party vs. feeding a stadium analogy illustrates what separates startup hustle from operational maturity Two metrics in tension: Customer Acquisition Cost (SCAC) and Lifetime Value (LTV) — they only balance when you're solving for the right thing Customer Education is not webinars, help articles, or tutorials — those are tactics and media CE redefined: a strategic function that accelerates growth by changing behaviors, reducing friction, and improving the way people work The formula: success = desire − friction Most customers don't care about your product — they care about their goals; focus on benefits, not features In B2B software, buyers and users are rarely the same person — and that distinction matters Education should start before the contract is signed — prospects are hungry for information previously locked behind paywalls Making training publicly accessible is now a competitive advantage, not a giveaway The moment the deal closes is not the finish line — it's the starting line The first 30–90 days are make-or-break; poor onboarding is the #1 driver of churn in B2B SaaS "Spray and pray" training is bad for business Structured, scalable programs support autonomous user success and long-term customer growth Optimize for the global maximum (LTV), not the local maximum The 70:20:10 learning model: 70% on-the-job, 20% peer/social, 10% formal instruction Post-launch priorities: retention and growth Apply the 80/20 rule to documentation — you don't need to document everything Customer lifecycle maturity models explained (e.g., Crawl, Walk, Run) Badges vs. certifications: different tools for different dedication levels and rigor Behavioral metrics to track vs. vanity metrics to ignore Product adoption strategies and support ticket volume/quality as signals In-product education and contextual performance support as "on the job" learning engines Building a community platform for power users LMS selection: what belongs in a purpose-built CE tech stack and mistakes to avoid Growth levers you can pull once the foundation is in place

    47 min

  4. Mar 14

    Universally Design Learning for Adults with Disabilities (UDL for IDD)

    This episode introduces Universal Design for Learning (UDL) as a proactive educational framework rooted in neuroscience and inclusive architecture. Rather than retrofitting lessons for struggling students, UDL encourages educators to design flexible environments that anticipate learner variability from the outset. This approach utilizes three core principles—engagement, representation, and action and expression—to address the "why," "what," and "how" of the learning process. Metaphors like adjustable cockpits, curb cuts, and buffets illustrate how providing multiple options benefits all students, including those with disabilities or diverse backgrounds. Implementation is often managed through the "plus-one" technique, where instructors incrementally add one new way for students to interact with or demonstrate their knowledge. Ultimately, the framework shifts the focus from fixing the learner to fixing the curriculum, fostering student agency and a sense of belonging.

    38 min

  5. Mar 14

    Training Surveys and Feedback (Smile Sheets)

    This episode summarizes Will Thalheimer’s research-based approach to reinventing learner surveys to focus on performance rather than mere satisfaction. It critiques traditional "smile sheets" and their reliance on problematic Likert scales, which often fail to correlate with actual learning outcomes. Instead, the author advocates for distinctive questioning and descriptive answer choices to generate actionable data that predicts on-the-job effectiveness. The material outlines four pillars of training effectiveness—understanding, remembering, motivation, and support—while emphasizing the importance of timing and stealth messaging in evaluations. Additionally, it introduces the Learning Transfer Evaluation Model (LTEM) as a robust framework for measuring deep levels of competence and real-world impact. These notes serve as a guide for instructional designers to move beyond vanity metrics and align their assessments with the science of learning.

    1h 3m

  6. Mar 13

    Action Mapping

    Cathy Moore’s Action Mapping provides a structured framework for improving business performance by shifting the focus from distributing information to changing behavior. The process begins by identifying a specific measurable goal and analyzing the real-world actions required to achieve it, rather than defaulting to training as a universal solution. Designers are encouraged to create realistic practice activities, often using nuanced multiple-choice scenarios, that allow learners to experience the natural consequences of their decisions. Essential information is then provided as a support tool during these activities rather than as a preliminary lecture. By prioritizing environmental fixes and job aids over traditional courses, the methodology ensures that any developed instruction is both relevant and challenging. The final stages involve prototyping and iterative testing to confirm that the designed experiences effectively bridge the gap between current and desired workplace performance.

    32 min
  • 6 Episodes

About

New and aspiring Learning Experience Designers can listen to episodes about core hard and soft skills needed to succeed as educators and trainers.

Information

  • Creator
    Mo Goltz
  • Years Active
    2K
  • Episodes
    6
  • Rating
    Clean
  • Copyright
    © Mo Goltz
  • Show Website
    Becoming LX