Customer Educated

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Customer Educated is a Trainn Original podcast Ever wanted to learn from customer education experts who say “Been there, done that”? We bring those very voices to the Customer Educated Podcast. Join us in conversation with "pros" from diverse SaaS teams who've scaled their programs to the peak. Gain actionable strategies, real-world case studies and learn from their mistakes to build the best customer learning experience at your organization Ready to get Customer Educated?

  1. How Jason Gorman uses Gen AI to cut training creation time by 60%

    2024. 11. 20.

    How Jason Gorman uses Gen AI to cut training creation time by 60%

    Everyone's talking about GenAI in customer education, but here's the reality: Implementing AI successfully in corporate projects isn't as straightforward as most conversations suggest. The real challenge? Replicating others' successes consistently across different projects. Enter Jason Gorman, his journey from 25% to 75% AI adoption wasn't just about using the tools—it was about building systematic processes that deliver consistent results. Listen to the full episode: 00:00 Promo 02:09 A Practical Conversation on AI In Education  04:33 Scaling AI: From 25% to 75% Implementation 06:37 Gen AI Tools vs AI-Powered Tools 10:00 Email Efficiency: Saving 4 Hours Weekly with AI 12:20 The True Cost of Delayed AI Adoption 14:53 Content Playbooks: The Foundation of AI Success 18:06 Case Study: AI-Powered Learning Program 22:54 Mastering AI Content Review 26:19  Strategic Use of Chat/Threads in Chat GPT 29:45 The Four Pillars of AI Content Creation 35:05 Building Your AI Playbook: Step-by-Step Guide 44:34 Enhancing SME Partnerships with AI 49:03 AI Agents and Human SMEs 53:32 Building Data-Driven Customer Personas (1:04:41) Developing Your AI Implementation Mindset

    1시간 8분
  2. Repurposing educational content for marketing, setting up content ownership and more with Shannon Howard

    2024. 10. 28.

    Repurposing educational content for marketing, setting up content ownership and more with Shannon Howard

    Access Shannon's Project Brief Template- https://docs.google.com/document/d/16w5tMjxkg5-4TuujCI2wZ7Wrz4QJPiFRR-Ae4MsSeBM/edit?tab=t.0 In part 1, Shannon discussed the importance of driving collaboration between marketing and educational teams. In part 2, we continue to conversation with Shannon explaining the importance of setting up content standards, content ownership, and ways to repurpose content. Dive in: 00:51 Topics discussed  02:02 Content coordination & ownership 03:43 Do product marketers make good SME’s? 05:56 How automations can help internal marketing 07:23 Following up while collaborating cross-functionally 09:16 Repurposing Educational content for marketing 11:43 Challenges you face while collaborating 14:13 Collaborating remotely requires intentionality 16:05 Why everyone must set Project briefs 18:10 Building a customer educator’s brand presence

    22분
  3. Setting up strategic collaboration between education and marketing teams with Shannon Howard

    2024. 10. 22.

    Setting up strategic collaboration between education and marketing teams with Shannon Howard

    You spend months working on a course, launching your academy. But are you making sure if it reaches the right *eyes & ears*? Listen to Shannon Howard, explain the importance of marketing to drive successful educational programs. Don't miss out the *elephant in the room* - Driving successful collaboration between marketing & educational teams. Topics discussed 00:00 Introducing the Episode 02:32 Key Podcast Topics 03:26 Content, Content, Content 04:27 Marketing lens on Customer Education  05:34 Education lens on Marketing 06:44 Pre & Post-Sale Education  08:51  Collaboration between Marketing & Education teams 10:49 Repurposing Intellum’s Educational Content  13:05 Shared KPI’s for Successful Collaboration 16:11 Unspoken Key to Driving Cross-Functional Collaboration  18:58 Planning Content Roadmap 20:54 Setting up Content Standards 24:25 Part 2- Content Coordination & Ownership Stay tuned for Part 2

    25분
  4. Measure learning, behavioural change and reaction with every Instructor Led training with Dan Braithwaite

    2024. 09. 18.

    Measure learning, behavioural change and reaction with every Instructor Led training with Dan Braithwaite

    00:00 Intro  02:51 Exploring the Kirkpatrick Model for Measuring Learning Outcomes 05:47 Assessing Learning Through Surveys and Feedback 09:04 Scenario-Based Assessments in Training Programs 12:00 Instructor Reflection and Continuous Improvement 14:52 Behavioral Change and Support Ticket Reduction 18:14 Quantifying Support Ticket Costs and Impact 21:08 Instructor Performance and Knowledge Sharing 23:53 Key Takeaways for Aspiring Instructors

    28분
  5. What it takes to run successful Instructor-led training programs with Dan Braithwaite

    2024. 09. 12.

    What it takes to run successful Instructor-led training programs with Dan Braithwaite

    In this two-part episode, Dan Braithwaite breaks down 10 years of insights on running great Instructor-Led Training programs. 00:00- Podcast Promo 03:21- VILT vs. E-Learning – What’s better? 03:55- Benefits of VILT 04:57- Designing ILT for decreasing tolerance levels 06:33- Grabbing attention quickly 08:21- Why stick to 3 topics per session? 09:02- Prioritizing ILT topics from support tickets 13:54- The "Tell me, show me, let me try" framework 17:35- Ideal length for an ILT session? 19:48- Structuring your session time wisely 21:12- Tapping into learner motivation 22:36- The secret to a successful ILT session 24:55- Helping shy learners speak up 26:25- Questions that “read” your audience’s needs 28:18- Unlocking group expertise in sessions 31:22- Measuring real engagement in ILT 36:04- Ending an ILT session perfectly

    38분
  6. Sentiment analysis with GPT, RISEN Framework, and validating customer data with Alex Turkovic - Ep 6 (P1)

    2024. 05. 27.

    Sentiment analysis with GPT, RISEN Framework, and validating customer data with Alex Turkovic - Ep 6 (P1)

    Subscribe to our monthly Customer Educated Newsletter - https://customereducated.substack.com/ Timestamps 02:50 Using NPS Commons to Validate Training Roadmaps 05:06 Using Chat GPT for Sentiment Analysis 08:22 Making Informed Assumptions and Validating with Data 14:27 Trust and Confidentiality in Using AI Tools 22:32 Criticisms of NPS and the Value of Feedback 27:50 Improving Support Tickets and Customer Feedback 30:47 Meeting Customers Where They Are 33:07 Analyzing Churned Customers and Improving Retention 35:32 The Value of Education in Improving NPS and Customer Loyalty

    40분
  7. Leveraging NPS surveys to drive customer comments and product feedback with Alex Turkovic - Ep 6 (P1)

    2024. 05. 27.

    Leveraging NPS surveys to drive customer comments and product feedback with Alex Turkovic - Ep 6 (P1)

    Subscribe to our monthly Customer Educated Newsletter - https://customereducated.substack.com/ 03:23 The Value of Connecting with People through Podcasts 08:21 NPS comments is what matters 11:15 Setting NPS Standards and Targets 15:31 The Ratio of NPS Scores to Written Feedback 16:30 Asking the Right Questions for Feedback 21:40 Segmenting personas for NPS 25:53 The Role of Education in NPS Feedback 29:31 Parsing Feedback and Identifying Themes 32:28 Collaboration between Customer Educators and Customer Success Managers

    38분
  8. Exploring the power of customer education automations with Eric Mistry - Ep 5 (P1)

    2024. 04. 30.

    Exploring the power of customer education automations with Eric Mistry - Ep 5 (P1)

    Download Eric's Automation Guide for Free - ⁠here⁠ At Heap, Eric Mistry had successfully developed 30+ automations that ended up saving 20 hours of manual work done by the Director of Customer Education. In this episode we dive into the question 'Why is there no content on building automations for customer education teams" 00:00Introduction 01:29 Eric's Journey to Customer Education 07:54 The Lack of Content on Automation in Customer Education 08:26 The Role of Operations in Customer Education 10:21 The Role of Automation in Operations 11:49 Eric's Current Role and Expertise in Automation 15:39 The Definition of Automation 21:57 The Need for Automation in Customer Education 25:25 Common Problems and Tasks that can be Automated 27:55 The Value of Using Zapier for Automation 31:18 The Need for Automation vs. Subscribing to a Product 34:15 What to Automate and What Not to Automate 37:09 The Ideal Source of Truth for Training Programs

    41분
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소개

Customer Educated is a Trainn Original podcast Ever wanted to learn from customer education experts who say “Been there, done that”? We bring those very voices to the Customer Educated Podcast. Join us in conversation with "pros" from diverse SaaS teams who've scaled their programs to the peak. Gain actionable strategies, real-world case studies and learn from their mistakes to build the best customer learning experience at your organization Ready to get Customer Educated?

정보

  • 제작진
    Trainn
  • 방송 연도
    2023년 - 2024년
  • 에피소드
    17
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    Customer Educated