Customer education is outgrowing the idea of “just an LMS.” In this episode, Dave Derington sits down with Mia Čomić , Product Marketing Manager at LearnWorlds , to unpack how the platform is evolving from a traditional course host into a true learning operating system for modern SaaS. Mia shares how her background in Comparative Literature, localization, and academy building shaped her perspective on learning as a continuous product experience—not a one‑off content drop. We explore how AI is re...
Jan 15, 2026•1 hr 28 min
In this end-of-year special, Adam Avramescu and Dave Derington look back at 2025 through the lens of the things they love most outside of work: video games and live music. They unpack how titles like Helldivers 2 , Peak , and Megabonk model great onboarding, community-based learning, and continuous engagement—and what Customer Education and Customer Success teams can steal from modern game design. On the music side, they explore Louis Cole, King Gizzard & the Lizard Wizard, Black Country, Ne...
Jan 06, 2026•1 hr 1 min
In this episode of CELab – The Customer Education Lab, host Adam Avramescu sits down with Bessie Weiss , Senior Director of Customer Education at Webflow , to unpack what it really takes to evolve a beloved PLG education motion into an enterprise-ready engine. Bessie shares how she inherited the iconic Webflow University , the “don’t mess it up” mandate from leadership, and the practical tradeoffs her team makes every day between pixel-perfect production and keeping pace with a rapidly changing ...
Dec 19, 2025•1 hr 20 min
What happens when you stop thinking about “training” and start designing a revenue architecture? In this episode, we down with Sean Reay - a seasoned revenue enablement leader with experience at companies like Outreach and Canva, and now leading enablement for an AI-first CX company, Intercom. We unpack how AI, enablement, customer education, and customer success are converging into one continuous fabric of learning that spans your entire go-to-market motion. This episode dives into ideas like a...
Dec 11, 2025•1 hr 20 min
Are you ready to rethink the way your team delivers customer education? In this episode of CELab, host Dave Derington welcomes Sarah Sedgman , CEO and founder of LearnExperts, for an inspiring discussion about the power of AI in instructional design and customer training. Sarah shares her decades of experience transitioning from instructional designer to entrepreneur, and how LearnExperts ’ LEAi platform is reshaping training efficiency and scalability for SaaS and enterprise teams. Listen in to...
Nov 21, 2025•1 hr 15 min
In the last episode of the CELab podcast , co-host Dave Derington explored the profound shifts redefining the learning landscape—from the legacy of transactional, revenue-generating education services to agile, outcome-driven customer enablement. Customer Education and Education Services are converging, and Dave continues sharing his thoughts on how B2B SaaS organizations are reimagining what learning means for their customers, partners, and teams. Drawing on his journey through small to large b...
Nov 12, 2025•52 min
What does the future hold for Customer Education in the ever-evolving world of B2B SaaS? In this solo episode, CELab co-founder and host Dave Derington explores the profound shifts redefining the learning landscape—from the legacy of transactional, revenue-generating education services to agile, outcome-driven customer enablement. Drawing on industry experience and personal insights, Dave examines how the disciplines of Education Services and Customer Education are merging to drive both business...
Oct 29, 2025•48 min
In this episode of the Customer Education Lab, host Dave Derington welcomes Dan Braithwaite , Senior Director of Product Training at Mediaocean , for a deep dive on modern Instructor-Led Training (ILT) and its powerful impact in B2B SaaS customer education. Dan shares real-world stories, practical frameworks, and a human-centered approach to ILT that has helped shape Mediaocean’s global learning strategy. Tune in as we debunk ILT myths, unpack a hands-on framework spanning “Tell Me, Show Me, Let...
Oct 13, 2025•1 hr 6 min
In this episode of CELab, host Dave Derington sits down with April Trask , a leader in partner enablement and enterprise AI at Writer . April unpacks the evolving landscape of partner enablement, exploring how AI and generative tools are reshaping the way organizations educate both partners and customers. April shares her unique journey from academia to tech, offering candid insights into building scalable programs at companies like Dropbox, Slack, CrowdStrike, and Writer. The conversation dives...
Sep 26, 2025•51 min
Launching a customer education program is never easy—especially when you’re racing against the clock. In this episode, CELab’s Dave Derington sits down with Clea Mahoney , Head of Customer Education at Rewst , to unpack how her team rolled out Skilljar’s LMS in just 55 days. Clea shares her unconventional journey from instructor-led training to scalable online learning, and how playfulness, experimentation, and a customer-first mindset fueled Rewst’s rapid growth. Listeners will discover how Cle...
Sep 12, 2025•1 hr 18 min
In this episode of CELab, we welcome Nick Mehta and Erica Kuhl to talk about Skilljar by Gainsight! We discuss the integration of their platforms and the future of Customer Education. We explore the importance of community in customer success, the vision behind the Customer OS, and how learning and community can work together to enhance customer experiences. Erica shares her journey from Salesforce to Gainsight, emphasizing the need for collaboration and innovation in the customer education spac...
Sep 02, 2025•53 min
What do we call what we do? Is it Customer Education, Customer Enablement, Scaled CX, Digital CS, or something else entirely? This episode features the return of serial guest and friend, Samantha Murray and both of our co-hosts - Adam and Dave - to spar about nomenclature (word of the day - the devising or choosing of names for things, especially in a science or other discipline). In this ever-evolving world of learning in B2B SaaS. Should we call our customer education, enablement, or something...
Aug 16, 2025•39 min
In this episode of CELab, Eric Mistry joins us for a deep conversation into the evolving landscape of customer education, exploring how AI and automation are reshaping the field. We discuss the critical need for breaking down organizational silos and fostering a true community of practice, where educators, customer success professionals, and marketers collaborate to drive better outcomes for learners and organizations alike. Eric shares his journey stepping into the role of Customer Education Ma...
Aug 01, 2025•1 hr 6 min
In this episode of CELab, co-host Adam Avramescu and special guest star Beaker Tincher from Personio sit down with Andrew Matsiavin , co-founder of Parta.io , to share the story of how their partnership transformed their approach to Customer Education. We dive deep into the challenges of legacy e-learning tools, the need for branded and differentiated learning experiences, and how Parta’s collaborative platform enabled Personio to achieve a 50% efficiency gain in course creation. These days emer...
Jul 18, 2025•53 min
What does it take to build a world-class customer education program in today’s fast-paced, global SaaS landscape? In this episode, Dave Derington sits down with Randon Ruggles , Director of Customer Education at Jamf , to unpack the journey from classroom teacher to industry leader. Randon shares how his team scaled from a handful of educators to a global force, leveraging modular content, short-form video, and agile operations to drive customer success and retention. Listeners will get a behind...
Jul 04, 2025•1 hr 10 min
In this electrifying episode of CELab, Adam and Dave take the opportunity to share insights and learnings from Gainsight Pulse 2025 , unpacking the transformative landscape of customer education and digital success. Through candid conversations and expert insights, Dave reveals how leading organizations are reimagining customer learning in an era of AI, scaled digital experiences, and integrated customer success strategies. Join Adam Avramescu and Dave Derington as they dissect the conference's ...
Jun 20, 2025•1 hr 18 min
In this episode, we sit down with Jeremy Davis from Cloudshare to explore the transformative world of virtual labs in customer education. Discover how cutting-edge technology is reshaping training approaches, making learning more accessible, efficient, and engaging than ever before. The conversation delves into the evolution of training methods, the impact of virtual environments, and how organizations can leverage these tools to dramatically improve customer onboarding and skill development. Ke...
Jun 07, 2025•56 min
In the latest Customer Education Laboratories podcast, we sit down with Alex Levin , CEO of regal.ai , to unpack the mind-blowing future of customer interactions. We're not just talking about chatbots - we're exploring a world where AI agents handle 90% of customer support with unprecedented empathy and efficiency! For those of us in the Customer Success and Customer Education space, this leads to some interesting topics, and we can't help but wonder how AI will impact all aspects of our organiz...
May 24, 2025•42 min
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 strea...
May 09, 2025•58 min
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 ada...
Apr 26, 2025•56 min
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 strategi...
Apr 10, 2025•1 hr 7 min
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 an...
Mar 27, 2025•1 hr 5 min
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 n...
Mar 10, 2025•1 hr 25 min
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 t...
Feb 23, 2025•1 hr 9 min
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 Cus...
Feb 08, 2025•1 hr 11 min
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 tr...
Jan 24, 2025•1 hr 16 min
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...
Jan 10, 2025•35 min
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 J...
Dec 27, 2024•53 min
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 adjustme...
Dec 12, 2024•55 min
How does podcasting help Customer Education? In this episode we welcome Craig Hewitt , the founder of Castos , a podcast hosting and production platform. We dive into the ever-evolving landscape of content creation, distribution, and how podcasting and other media formats can be leveraged to effectively reach and engage audiences. In this field, we always see a "blurring of the lines" between marketing and education. It's vitally important for us to meet customers where they are, and strategical...
Nov 30, 2024•58 min
