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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast 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•Transcript available on Metacast In this episode of CELab, we broaden our conversation about inspiring a “culture of learning” that inspires innovation. We dive deep with Leila Ishtayeh Colburn , the Learning Platform Enablement Leader at Trimble , and Owen Chamberlain, the Senior Education Alliance Manager at Trimble. The discussion delves into Trimble's innovative approach to digital credentialing, exploring how they are leveraging this strategy to drive customer engagement, build brand equity, and foster a culture of continu...
Nov 15, 2024•1 hr 14 min•Transcript available on Metacast In this episode we had the pleasure of speaking with Neel Balar , the co-founder of Clueso . Clueso is a platform that aims to revolutionize the way Customer Education content is created, offering a fast and easy solution for producing high-quality videos and documentation. Key discussion points include: Clueso's origin story and the pivotal moment that led to its creation The impact of Clueso on the workflows of small and large customer education teams A deep-dive into AI-powered features autom...
Oct 31, 2024•1 hr 8 min•Transcript available on Metacast In this episode, we invite Samantha Murray discuss her journey of boomeranging back to Customer Education where we explore the importance of consolidating customer education programs, the challenges in the industry, and the need for career inspiration. Samantha shares her experiences in customer education at Shopify and Docebo , highlighting the value of cross-functional collaboration and the impact of customer education on the overall customer experience. What's the overlap between customer edu...
Oct 17, 2024•1 hr 3 min•Transcript available on Metacast In this episode, Dave Derington and Adam Avramescu explore the role of strategy and active listening in the field of customer education. They challenge the notion that rigid frameworks and pre-defined strategies are the key to success, arguing that the ability to adapt and deeply listen to customers and stakeholders is often more important. The value of slowing down and creating space for deeper conversations The discussion covers several key topics, including: The limitations of relying on gene...
Oct 03, 2024•51 min•Transcript available on Metacast Adam Avramescu and Dan Ennis discuss the evolving field of digital customer success, emphasizing its focus on leveraging digital-led programs to improve customer outcomes, retention, and growth. Dan highlights the importance of proactive and reactive digital programs, such as email and in-app series, to engage customers at scale. He stresses the need for clear definitions and metrics, including leading indicators like adoption and performance metrics like open and click-through rates. Collaborat...
Sep 19, 2024•47 min•Transcript available on Metacast Adam Avramescu and Dan Ennis discuss the evolving field of digital customer success, emphasizing its focus on leveraging digital-led programs to improve customer outcomes, retention, and growth. Dan highlights the importance of proactive and reactive digital programs, such as email and in-app series, to engage customers at scale. He stresses the need for clear definitions and metrics, including leading indicators like adoption and performance metrics like open and click-through rates. Collaborat...
Sep 19, 2024•47 min•Transcript available on Metacast In the evolving world of business, customer education plays a crucial role in driving success. Yet, creating impactful, scalable programs can be challenging. Traditional methods often fall short, requiring innovative approaches to enablement and education. We’re joined by Melissa Kruminas , a global enablement leader, now at Docebo , where she focuses on customer education that connects business outcomes with learning. Join us as we explore Melissa's approach to value-led, product-supported educ...
Sep 05, 2024•51 min•Transcript available on Metacast In the evolving world of business, customer education plays a crucial role in driving success. Yet, creating impactful, scalable programs can be challenging. Traditional methods often fall short, requiring innovative approaches to enablement and education. We’re joined by Melissa Kruminas , a global enablement leader, now at Docebo , where she focuses on customer education that connects business outcomes with learning. Join us as we explore Melissa's approach to value-led, product-supported educ...
Sep 05, 2024•51 min•Transcript available on Metacast In business, the need for engaging learning experiences is staggeringly important. Yet the “how” is elusive. Conventional educational approaches don’t work well. You can be tempted to fall back on trusted methodologies only to find them to be too slow, unwieldy, or frustrating. We’re joined by Michele Wiedemer, Customer Education consultant and expert who’s hard at work to learn more and to expand her already impactful approach to learning in B2B SaaS. Join us as w...
Aug 22, 2024•49 min•Transcript available on Metacast In business, the need for engaging learning experiences is staggeringly important. Yet the “how” is elusive. Conventional educational approaches don’t work well. You can be tempted to fall back on trusted methodologies only to find them to be too slow, unwieldy, or frustrating. We’re joined by Michele Wiedemer, Customer Education consultant and expert who’s hard at work to learn more and to expand her already impactful approach to learning in B2B SaaS. Join us as we dive into the Learner-Centere...
Aug 22, 2024•49 min•Transcript available on Metacast In business, the need for engaging learning experiences is staggeringly important. Yet the “how” is elusive. Conventional educational approaches don’t work well. You can be tempted to fall back on trusted methodologies only to find them to be too slow, unwieldy, or frustrating. We’re joined by Michele Wiedemer, Customer Education consultant and expert who’s hard at work to learn more and to expand her already impactful approach to learning in B2B SaaS. Join us as we dive into ...
Aug 08, 2024•53 min•Transcript available on Metacast In business, the need for engaging learning experiences is staggeringly important. Yet the “how” is elusive. Conventional educational approaches don’t work well. You can be tempted to fall back on trusted methodologies only to find them to be too slow, unwieldy, or frustrating. We’re joined by Michele Wiedemer, Customer Education consultant and expert who’s hard at work to learn more and to expand her already impactful approach to learning in B2B SaaS. Join us as we dive into the Learner-Centere...
Aug 08, 2024•53 min•Transcript available on Metacast Certification - it's a challenging and sometimes contentious topic for Customer Education professionals. At CELab, we hear this question come up quite a lot. Chances are good that you may be asked to create a certification, or decide that you want to offer one. So how do you get started? Should you even be trying to build such a program? In this "mini" episode, Adam Avramescu answers that question down including: Setting up certification programs, legal basis, and terminology Certification progr...
Jul 25, 2024•24 min•Transcript available on Metacast Certification - it's a challenging and sometimes contentious topic for Customer Education professionals. At CELab, we hear this question come up quite a lot. Chances are good that you may be asked to create a certification, or decide that you want to offer one. So how do you get started? Should you even be trying to build such a program? In this "mini" episode, Adam Avramescu answers that question down including: Setting up certification programs, legal basis, and terminology Certification progr...
Jul 25, 2024•24 min•Transcript available on Metacast Customer Education is evolving rapidly. We've come a long way from the days of " smile sheets " and attendance metrics being our guide to success. Gainsight , is one such innovative business that's showing how education data and usage data connect so we can measure its impact on business outcomes. Lila Meyer shares her journey at Gainsight, from early roles when the organization was new to her current position leading the Education Services team. We cover a lot of ground including the importance...
Jul 11, 2024•1 hr 3 min•Transcript available on Metacast Customer Education is evolving rapidly. We've come a long way from the days of " smile sheets " and attendance metrics being our guide to success. Gainsight , is one such innovative business that's showing how education data and usage data connect so we can measure its impact on business outcomes. Lila Meyer shares her journey at Gainsight, from early roles when the organization was new to her current position leading the Education Services team. We cover a lot of ground including the importance...
Jul 11, 2024•1 hr 3 min•Transcript available on Metacast As technology evolves at lightning speed, how can we keep up with educating our customers? We pose this question to the legendary Geoffrey A. Moore , author of the iconic book " Crossing the Chasm ". Geoff argues that while technology outpaces traditional education methods, the core customer problems remain the same. In this episode we'll discuss Geoff's perspective for understanding different customer segments and adapting education approaches. We'll also get his take on balancing product knowl...
Jun 27, 2024•32 min•Transcript available on Metacast As technology evolves at lightning speed, how can we keep up with educating our customers? We pose this question to the legendary Geoffrey A. Moore , author of the iconic book " Crossing the Chasm ". Geoff argues that while technology outpaces traditional education methods, the core customer problems remain the same. In this episode we'll discuss Geoff's perspective for understanding different customer segments and adapting education approaches. We'll also get his take on balancing product knowl...
Jun 27, 2024•32 min•Transcript available on Metacast How do you get from 6th grade science to a role leading Customer Education at Notion ? It's a great story that's behind the evolution of customer education at Notion, where our guest - Zoe Ludwig - focused on bridging the gap between product adoption and user success. From emphasizing the importance of understanding the audience's needs - to codifying knowledge to create a single source of truth for users check out this episode with so many topics including: Transitioning from teaching to custom...
Jun 14, 2024•1 hr 1 min•Transcript available on Metacast How do you get from 6th grade science to a role leading Customer Education at Notion ? It's a great story that's behind the evolution of customer education at Notion, where our guest - Zoe Ludwig - focused on bridging the gap between product adoption and user success. From emphasizing the importance of understanding the audience's needs - to codifying knowledge to create a single source of truth for users check out this episode with so many topics including: Transitioning from teaching to custom...
Jun 14, 2024•1 hr 1 min•Transcript available on Metacast In this episode we're joined by Special Guest - Shannon Howard - as we dive into the Intellum-sponsored study from Forrester: “Driving Business Success Through Customer Education”. This is a refresh of the 2019 report, which is crucial for those in our field to review and absorb. What's changed? Are there new trends? Highlights? Here are just a few we cover: Around 86% of respondents said they had a positive ROI from customer education, with another 10% saying they at least broke even. This sugg...
Jun 01, 2024•1 hr 15 min•Transcript available on Metacast In this episode we're joined by Special Guest - Shannon Howard - as we dive into the Intellum-sponsored study from Forrester: “Driving Business Success Through Customer Education”. This is a refresh of the 2019 report, which is crucial for those in our field to review and absorb. What's changed? Are there new trends? Highlights? Here are just a few we cover: Around 86% of respondents said they had a positive ROI from customer education, with another 10% saying they at least broke even. This sugg...
Jun 01, 2024•1 hr 15 min•Transcript available on Metacast 
