CELab: The Customer Education Lab

CELab
CELab: The Customer Education Lab

CELab is the Customer Education Lab for Innovative Customer Success, Enablement, and Marketing Teams. Our mission is to explore how to build Customer Education programs, experiment with new approaches, and exterminate the myths and bad advice that stop growth dead in its tracks.

  1. 1D AGO

    Episode 153 - [Feed Drop] CXetera - Should CSMs do training?

    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: 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. 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. 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!

    1h 23m

  2. MAR 10

    Episode 152 - NetExam - Beyond Customer Training: Demystifying Channel Partner Education

    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.

    1h 25m

  3. FEB 23

    CELab - Ep 151 - Elli Neeld - Building AI Chatbots for CX

    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.

    1h 9m

  4. FEB 8

    CELab - Ep 150 - Celebrating 150 Episodes - Reflections on our Journey in Customer Education

    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!

    1h 11m

  5. JAN 24

    CELab - Ep 149 - Julie Cochrane - Balancing Instructor-Led Delivery Costs with Customer Value: A Pricing Playbook

    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.

    1h 16m

  6. JAN 10

    Ep 148 - Roasting the Robot CELabs Live Commentary on AI-Generated Content

    At CELab, we're always pushing the boundaries of customer education and technology. In our latest experiment, Adam dove headfirst into the world of AI-generated content using Google's NotebookLM. But he didn't stop there, and channeled his inner Mystery Science Theater 3000 to produce unfiltered commentary on the AI's attempt at hosting a customer education podcast. This episode is a wild ride through the capabilities and limitations of AI in content creation, with plenty of laughs and insights along the way. Here's what you can expect: A behind-the-scenes look at NotebookLM's podcast feature in action Real-time analysis of AI-generated content from industry experts Hilarious commentary and unexpected revelations about customer education topics A glimpse into the future of AI in podcasting and educational content Whether you're a tech enthusiast, a customer education professional, or just someone who enjoys a good laugh at the expense of our robot overlords, this episode is a must-listen. Tune in to "AI vs. Humans: CELab's Real-Time Riffing on a NotebookLM Podcast" and join the conversation about the future of AI in education and content creation.

    35 min

  7. 12/27/2024

    CELab Ep 147 - CELab 2024 Wrapped - Part 2

    As the year comes to a close, we reflect on the top episodes of 2024 and make some bold predictions for the year ahead. What were our five most popular episodes of the year and why did they matter? Some of our top hits this year featured Customer Education leaders like Katie Felton and Dan Ennis, to thought-provoking discussions on the intersection of digital customer success and community, these episodes are packed with practical wisdom and cutting-edge insights. But the real showstopper was Julie Dirksen, author of the legendary "Design for How People Learn" - a must-listen for anyone serious about behavior change in customer education. Key Takeaways: Customer education is becoming more integrated with digital customer success, community, and other teams AI is making waves, but the real value comes from understanding its capabilities and limitations Efficiency and automation are key, but don't forget the human touch in content creation The customer education job market is heating up, with a focus on leveraging AI tools What's in store for 2025? As usual, we have some bold predictions, from the continued evolution of digital CX to the rise of AI-powered content workflows. One thing's for sure - the future of customer education is looking brighter than ever. Buckle up as we wrap up 2024 with style, panache, and extreme prejudice.

    53 min

  8. 12/12/2024

    CELab Ep 146 - CELab 2024 Wrapped

    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

    55 min
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    4.9
    out of 5
    49 Ratings

    About

    CELab is the Customer Education Lab for Innovative Customer Success, Enablement, and Marketing Teams. Our mission is to explore how to build Customer Education programs, experiment with new approaches, and exterminate the myths and bad advice that stop growth dead in its tracks.

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