In this episode, we speak with Phil Byrne, Manager of Product Education at Intercom. Through the lens of choosing the right metrics, Phil takes us on a journey through one of our favorite topics: breaking...
In this episode, we speak with Phil Byrne, Manager of Product Education at Intercom. Through the lens of choosing the right metrics, Phil takes us on a journey through one of our favorite topics: breaking...
Customer Education programs grow and mature alongside products and platforms as a software business grows. And, at some point, Localization becomes a hot topic. What is Localization in Customer Education? In this episode we welcom...
Customer Education programs grow and mature alongside products and platforms as a software business grows. And, at some point, Localization becomes a hot topic. What is Localization in Customer Education? In this episode we welcom...
How do we think about leadership in Customer Education? In previous episodes of the CELab Podcast, we have talked about next generation of leaders and what they need to do up to set the stage...
How do we think about leadership in Customer Education? In previous episodes of the CELab Podcast, we have talked about next generation of leaders and what they need to do up to set the stage...
Customer Education is not a “walk in the park”. But in this episode, Adam and I take a stroll (literally) through the Hirim M. Chittenden Ballard Locks in Seattle, Washington and talk about our learning...
Customer Education is not a “walk in the park”. But in this episode, Adam and I take a stroll (literally) through the Hirim M. Chittenden Ballard Locks in Seattle, Washington and talk about our learning...
For Leaders and Practitioners, there are few books out there on the market which appeal specifically to the Customer Education Market which is why we always put the spotlight on any new seminal work on...
For Leaders and Practitioners, there are few books out there on the market which appeal specifically to the Customer Education Market which is why we always put the spotlight on any new seminal work on...
Over the years, many Customer Education practitioners have come to us at CELab asking, “How do I move up in my Customer Education career?” What are some of the big mistakes we’ve made or even...
Over the years, many Customer Education practitioners have come to us at CELab asking, “How do I move up in my Customer Education career?” What are some of the big mistakes we’ve made or even...
While Customer Education has been around for many years, we at CELab attribute it’s re-emergence to the Customer Success movement. And with that, we invite special guest Nick Mehta – CEO of Gainsight – to...
While Customer Education has been around for many years, we at CELab attribute it’s re-emergence to the Customer Success movement. And with that, we invite special guest Nick Mehta – CEO of Gainsight – to...
For this episode, we welcome Melissa VanPelt who leads Seismic’s Global Education and Advocacy program at Seismic. We’ve hoped to have Melissa on the show for some time, and this is an episode you’ll truly...
For this episode, we welcome Melissa VanPelt who leads Seismic’s Global Education and Advocacy program at Seismic. We’ve hoped to have Melissa on the show for some time, and this is an episode you’ll truly...
It’s Valentine’s Day and our gift to the CELab Community was intended to be a “Mini”. Turned out, both Adam and Dave got on a roll and at about the 31 minute mark, Adam can...
It’s Valentine’s Day and our gift to the CELab Community was intended to be a “Mini”. Turned out, both Adam and Dave got on a roll and at about the 31 minute mark, Adam can...
Photo by Suzanne D. Williams on Unsplash Are you wondering how to move from K-12 to Customer Education? Or academia to corporate learning? In this episode, we’re diving into how Customer Education professionals get into the business. Many professionals make a move into Customer Education from teaching, K12 or academia. Others move from Customer Success to Customer Education. Today’s guest has actually worked in each of those worlds! So tune in for a discussion with Monica Sindwani fr...
Photo by Suzanne D. Williams on Unsplash Are you wondering how to move from K-12 to Customer Education? Or academia to corporate learning? In this episode, we’re diving into how Customer Education professionals get into the business. Many professionals make a move into Customer Education from teaching, K12 or academia. Others move from Customer Success to Customer Education. Today’s guest has actually worked in each of those worlds! So tune in for a discussion with Monica Sindwani from AgentSync...
Photo by Sincerely Media on Unsplash Join us for Part 2 of our crossover with another great podcast: He Said, Dee Said with Dee Kapila from Miro and Ryan Roch from Cisco . We continue our Pop Culture thread on how Video Games, Music, and Video does or doesn’t apply to Customer Education. We range far and wide with this final episode of 2021! Happy New Year from CELab and all of us in the Customer Education community! And as always, check below for a full transcript of the show!...
Photo by Sincerely Media on Unsplash Join us for Part 2 of our crossover with another great podcast: He Said, Dee Said with Dee Kapila from Miro and Ryan Roch from Cisco . We continue our Pop Culture thread on how Video Games, Music, and Video does or doesn’t apply to Customer Education. We range far and wide with this final episode of 2021! Happy New Year from CELab and all of us in the Customer Education community! And as always, check below for a full transcript of the show!...
Photo by Ian Schneider on Unsplash In previous years, our year-end episode is where we like to kick back and have some fun! We’ve done episodes on what Radiohead and David Bowie can teach us about Customer Education. But this year we thought we’d mix it up and do a crossover with another great podcast: He Said, Dee Said . Where the Dee in question is our friend Dee Kapila , who leads Customer Education at Miro ! And the He in question, is her husband Ryan Roch who a Customer Success Executive at...
Photo by Ian Schneider on Unsplash In previous years, our year-end episode is where we like to kick back and have some fun! We’ve done episodes on what Radiohead and David Bowie can teach us about Customer Education. But this year we thought we’d mix it up and do a crossover with another great podcast: He Said, Dee Said . Where the Dee in question is our friend Dee Kapila , who leads Customer Education at Miro ! And the He in question, is her husband Ryan Roch who a Customer Success Executive at...
Photo by Stephen Phillips – Hostreviews.co.uk on Unsplash It’s one thing to say that you “Lead with Data” (emphasize air quotes). It’s another thing entirely to build the kind of dashboards and reports that will allow you to do it. In this episode Christy Hollingshead , Senior Director of Customer Education at Heap , guides us into safely into that territory. While many of us lean on metrics like Completion Rates or attempt to use the Kirkpatrick Model to assess the performance (and value)...
Photo by Stephen Phillips – Hostreviews.co.uk on Unsplash It’s one thing to say that you “Lead with Data” (emphasize air quotes). It’s another thing entirely to build the kind of dashboards and reports that will allow you to do it. In this episode Christy Hollingshead , Senior Director of Customer Education at Heap , guides us into safely into that territory. While many of us lean on metrics like Completion Rates or attempt to use the Kirkpatrick Model to assess the performance (and value) of th...
Photo by Martin Adams on Unsplash We’ve covered Instructional Design 101 topics on CELab before, but what about more advanced techniques? Once you’ve covered the basic frameworks, what are other evidence-based concepts that you can incorporate into your learning programs? In this episode, Mike Di Gregorio, PhD, Director of Client Onboarding at Top Hat , walks us through how he incorporates advanced instructional design techniques to educate an audience of higher education professiona...
Photo by Martin Adams on Unsplash We’ve covered Instructional Design 101 topics on CELab before, but what about more advanced techniques? Once you’ve covered the basic frameworks, what are other evidence-based concepts that you can incorporate into your learning programs? In this episode, Mike Di Gregorio, PhD, Director of Client Onboarding at Top Hat , walks us through how he incorporates advanced instructional design techniques to educate an audience of higher education professionals. We discu...
Photo by Matt Botsford on Unsplash One of the most common questions that those new to the field of Customer Education ask about when beginning to develop a program is, “What kind of equipment and/or software do I need?” What’s a good microphone? What do I use to edit and record audio? Should I buy a high-end video camera? In this episode we have a candid discussion on what kinds of products we have used in various environments, chat about pros and cons, and give you a place to ...
Photo by Matt Botsford on Unsplash One of the most common questions that those new to the field of Customer Education ask about when beginning to develop a program is, “What kind of equipment and/or software do I need?” What’s a good microphone? What do I use to edit and record audio? Should I buy a high-end video camera? In this episode we have a candid discussion on what kinds of products we have used in various environments, chat about pros and cons, and give you a place to start in confidenc...
