"If you just focus on educating your customers, you're missing a HUGE opportunity!" says Mark Kilens , Co-Founder of HubSpot Academy and Drift, and now CEO and Co-founder of TACK ⛵️ & ClubPF . In previous episodes, we've shared how leaders in the industry see education as the core of our programming. Here, Mark shares a human-first perspective on how education should be a fundamental pillar of your GTM Strategy. Why? The importance of integrating education into marketing strategies is crucia...
May 24, 2024•43 min
"If you just focus on educating your customers, you're missing a HUGE opportunity!" says Mark Kilens , Co-Founder of HubSpot Academy and Drift, and now CEO and Co-founder of TACK ⛵️ & ClubPF . Check out Mark's projects at tacknetwork.com and tackinsider.com . In previous episodes, we've shared how leaders in the industry see education as the core of our programming. Here, Mark shares a human-first perspective on how education should be a fundamental pillar of your GTM Strategy. Why? The impo...
May 24, 2024•43 min
In this episode we welcome Katie Felton - Director of Academies, Global Education Services at Anthology Inc. to continue our exploration into Pricing and Packaging for Customer Education. This episode dives deep into the world of customer education programs for software companies, featuring an EdTech expert. Here are some key highlights: Launching a Unified Academy: Learn how a company with 40+ products overcame language and product alignment challenges to create a single training platform. Pric...
Apr 25, 2024•50 min
In this episode we welcome Katie Felton - Director of Academies, Global Education Services at Anthology Inc. to continue our exploration into Pricing and Packaging for Customer Education. This episode dives deep into the world of customer education programs for software companies, featuring an EdTech expert. Here are some key highlights: Launching a Unified Academy: Learn how a company with 40+ products overcame language and product alignment challenges to create a single training platform. Pric...
Apr 25, 2024•50 min
How do we price our Customer Education programs? It's a hugely challenging task, even for the experienced - and one that CELab listeners have asked for! We welcome Mindy Barenblat to the show - an Austin-based an education & enablement strategist and consultant, formerly GM/VP of Education Service at Blackbaud and Eloqua. Tune as we discuss: Subscription-based learning model with ala carte options Integrating training with product sales Pricing and packaging for software products Integrating...
Apr 05, 2024•1 hr 22 min
How do we price our Customer Education programs? It's a hugely challenging task, even for the experienced - and one that CELab listeners have asked for! We welcome Mindy Barenblat to the show - an Austin-based an education & enablement strategist and consultant, formerly GM/VP of Education Service at Blackbaud and Eloqua. Tune as we discuss: Subscription-based learning model with ala carte options Integrating training with product sales Pricing and packaging for software products Integrating...
Apr 05, 2024•1 hr 22 min
In this conversation we are joined by Emily Brogan , the Customer Education Manager at Dovetail. Emily's experience (and ours!) expresses and dives into the importance of putting the customer first, and the role of Dovetail in providing customer insights. Emily shares her experience in building the Dovetail Academy and the challenges of scaling customer success and education - particularly focusing on collaboration and listening to customers as the company grows. The need for simplicity, custome...
Mar 21, 2024•49 min
In this conversation we are joined by Emily Brogan , the Customer Education Manager at Dovetail. Emily's experience (and ours!) expresses and dives into the importance of putting the customer first, and the role of Dovetail in providing customer insights. Emily shares her experience in building the Dovetail Academy and the challenges of scaling customer success and education - particularly focusing on collaboration and listening to customers as the company grows. The need for simplicity, custome...
Mar 21, 2024•49 min
Listen in as we explore the ever-evolving intersection of community management and customer education with Brian Oblinger. Brian is a seasoned veteran in community management, and shares invaluable insights drawn from his extensive career, underscoring the power of learning from past endeavors. Our discussion ventures beyond the surface, examining how industry giants have leveraged platforms like North Pass to foster innovation in digital customer education, ultimately enhancing product engageme...
Mar 07, 2024•51 min
Listen in as we explore the ever-evolving intersection of community management and customer education with Brian Oblinger. Brian is a seasoned veteran in community management, and shares invaluable insights drawn from his extensive career, underscoring the power of learning from past endeavors. Our discussion ventures beyond the surface, examining how industry giants have leveraged platforms like North Pass to foster innovation in digital customer education, ultimately enhancing product engageme...
Mar 07, 2024•51 min
Two of the key activities in the life of a Customer Education professional are crucial skills to have: Collaboration with Product Teams and getting their buy-in. In this episode we welcome Jesse Evans , Director of Customer Education at Honeybook - and Box and Meta alum. This is an action packed episode where we'll dive into all things Product and learn how to engage, collaborate, and develop your relationship with Product and Product Marketing to make a difference. Collaborating with product te...
Feb 22, 2024•1 hr 9 min
Two of the key activities in the life of a Customer Education professional are crucial skills to have: Collaboration with Product Teams and getting their buy-in. In this episode we welcome Jesse Evans , Director of Customer Education at Honeybook - and Box and Meta alum. This is an action packed episode where we'll dive into all things Product and learn how to engage, collaborate, and develop your relationship with Product and Product Marketing to make a difference. Collaborating with product te...
Feb 22, 2024•1 hr 9 min
Ever wonder how the minds behind world-class customer education programs construct the experiences that not only stick but also spur action? That's exactly what we’re talking about in this episode with instructional design virtuoso Julie Dirksen. Julie, David, and Adam navigate the transformative power of digital customer training - with Julie's insights, gleaned from her years of experience, and books including "Design for How People Learn" and "Talk to the Elephant." The episode peels back the...
Feb 08, 2024•54 min
Ever wonder how the minds behind world-class customer education programs construct the experiences that not only stick but also spur action? That's exactly what we’re talking about in this episode with instructional design virtuoso Julie Dirksen. Julie, David, and Adam navigate the transformative power of digital customer training - with Julie's insights, gleaned from her years of experience, and books including "Design for How People Learn" and "Talk to the Elephant." The episode peels back the...
Feb 08, 2024•54 min
Have you ever considered how an overlooked design choice could shut out a swath of eager learners? Imagine excluding twenty-five percent of adults from your training programs. That's the staggering possibility we tackle in Episode 124, as we welcome our friend Sharon Castillo to the show! Sharon is a Customer Engagement and Education Leader currently working as Sr. Director of content Strategy and Enablement at Okta. Making training accessible is more than a box-ticking exercise; it's a st...
Jan 25, 2024•48 min
Have you ever considered how an overlooked design choice could shut out a swath of eager learners? Imagine excluding twenty-five percent of adults from your training programs. That's the staggering possibility we tackle in Episode 124, as we welcome our friend Sharon Castillo to the show! Sharon is a Customer Engagement and Education Leader currently working as Sr. Director of content Strategy and Enablement at Okta. Making training accessible is more than a box-ticking exercise; it's a strategi...
Jan 25, 2024•48 min
What can Clown Core teach us about Customer Education? Every year, Adam and Dave take some time to clown around and have a little fun. So have you ever stumbled into a musical rabbit hole so deep, it turned into a blueprint for revolutionizing customer education? That's exactly what we did in our latest auditory adventure, as we celebrate our annual fun episode by drawing parallels between the unorthodox methods of the enigmatic band, Clown Core, and the innovative strategies in customer t...
Jan 16, 2024•34 min
What can Clown Core teach us about Customer Education? Every year, Adam and Dave take some time to clown around and have a little fun. So have you ever stumbled into a musical rabbit hole so deep, it turned into a blueprint for revolutionizing customer education? That's exactly what we did in our latest auditory adventure, as we celebrate our annual fun episode by drawing parallels between the unorthodox methods of the enigmatic band, Clown Core, and the innovative strategies in customer trainin...
Jan 16, 2024•34 min
It's the end of 2023! This year we experienced the continuation of the economic trends we saw in 2022, watched complex and troubling geopolitics unfold, experienced more tech layoffs and a difficult fundraising environment, and witnessed the continued rise of AI. It’s been a hectic year so we want to take this quiet moment to reflect on it and consider what’s ahead. We cover a lot in this end-of-year extravaganza including: Customer education and AI in the workplace Leadership growth and team de...
Dec 28, 2023•55 min
It's the end of 2023! This year we experienced the continuation of the economic trends we saw in 2022, watched complex and troubling geopolitics unfold, experienced more tech layoffs and a difficult fundraising environment, and witnessed the continued rise of AI. It’s been a hectic year so we want to take this quiet moment to reflect on it and consider what’s ahead. We cover a lot in this end-of-year extravaganza including: Customer education and AI in the workplace Leadership growth and team de...
Dec 28, 2023•55 min
What's the "State of Customer Education"? Each year Adam and Dave take time to review reports focused on education in B2B SaaS and pull forward the key themes and trends as reported by institutions and vendors that serve the market. Join us as we unpack customer education reports including the TSIA State of Education Services 2023 report and explore the current state of customer education. We underscore the need for companies to shift their focus from growth at all costs to improving free ...
Dec 14, 2023•1 hr
What's the "State of Customer Education"? Each year Adam and Dave take time to review reports focused on education in B2B SaaS and pull forward the key themes and trends as reported by institutions and vendors that serve the market. Join us as we unpack customer education reports including the TSIA State of Education Services 2023 report and explore the current state of customer education. We underscore the need for companies to shift their focus from growth at all costs to improving free cash f...
Dec 14, 2023•1 hr
Are you prepared to transform the way you perceive learning and interaction with technology? We're thrilled to share fascinating insights from Barry Kelly , CEO of Thought Industries , on the future of customer education. Barry, with his remarkable understanding and vast experience, guides us through a diverse array of topics, including the astonishing potential of AI and natural language processing in the learning industry, as well as the concept of ‘headless technology.’ Barry is the co-founde...
Nov 30, 2023•53 min
Are you prepared to transform the way you perceive learning and interaction with technology? We're thrilled to share fascinating insights from Barry Kelly , CEO of Thought Industries , on the future of customer education. Barry, with his remarkable understanding and vast experience, guides us through a diverse array of topics, including the astonishing potential of AI and natural language processing in the learning industry, as well as the concept of ‘headless technology.’ Barry is the co-founde...
Nov 30, 2023•53 min
We're always excited to talk with leaders about their platforms and roadmap - and this episode is no exception. You'll want to join us to learn how Docebo is leading the way with AI-powered Customer Education and Enablement. Meet Alessio Artuffo, a man with a fascinating journey from Italy to Athens, Georgia, who's been instrumental in transforming Docebo, an open-source tech entity, into a full-fledged SaaS company. As the President and COO of Docebo, Alessio has unique insights to share ...
Nov 16, 2023•43 min
We're always excited to talk with leaders about their platforms and roadmap - and this episode is no exception. You'll want to join us to learn how Docebo is leading the way with AI-powered Customer Education and Enablement. Meet Alessio Artuffo, a man with a fascinating journey from Italy to Athens, Georgia, who's been instrumental in transforming Docebo, an open-source tech entity, into a full-fledged SaaS company. As the President and COO of Docebo, Alessio has unique insights to share about ...
Nov 16, 2023•43 min
In this episode, Sourabh Bajaj, an expert in AI, explores the role of artificial intelligence in customer education. He discusses his background in AI, its early use in the postal service for handwriting detection, and its emergence in computational chemistry. Sourabh highlights how AI is revolutionizing jobs, enhancing creative tasks, and automating mundane tasks. He also discusses the complexity of AI from a customer education perspective, its implications on privacy, data security, and bias, ...
Nov 02, 2023•1 hr 4 min
In this episode, Sourabh Bajaj, an expert in AI, explores the role of artificial intelligence in customer education. He discusses his background in AI, its early use in the postal service for handwriting detection, and its emergence in computational chemistry. Sourabh highlights how AI is revolutionizing jobs, enhancing creative tasks, and automating mundane tasks. He also discusses the complexity of AI from a customer education perspective, its implications on privacy, data security, and bias, ...
Nov 02, 2023•1 hr 4 min
Instructor-led training has always been a core part of the customer education program. With COVID hitting in 2020 there was a strong shift to VILT (Virtual Instructor-Led Training), companies started using whatever tools were at hand to deliver remote training, accepting lower engagement and effectiveness as a given. But it shouldn’t be like this. In a world where every problem has software built to solve it, remote customer training is no different. In this episode, we want to introduce a new a...
Oct 19, 2023•1 hr 1 min
Instructor-led training has always been a core part of the customer education program. With COVID hitting in 2020 there was a strong shift to VILT (Virtual Instructor-Led Training), companies started using whatever tools were at hand to deliver remote training, accepting lower engagement and effectiveness as a given. But it shouldn’t be like this. In a world where every problem has software built to solve it, remote customer training is no different. In this episode, we want to introduce a new a...
Oct 19, 2023•1 hr 1 min
