CELab is the Customer Education Lab for Innovative Customer Success, Enablement, and Marketing Teams. Our mission is to explore how to build Customer Education...
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 need for simplicity and consistency in training while also addressing the complexities of managing partner relationships and ensuring successful customer outcomes.
Highlights:
Partner training is essential for scaling customer education.
NetExam evolved from a content management system to a specialized LMS for partner training.
Building trust with partners is crucial for successful training programs.
AI can enhance training by analyzing performance and providing feedback.
Informal learning should be recognized and credited in training programs.
Training should be simple and accessible to partners.
Certification requirements should be balanced to avoid overwhelming partners.
Custom learning paths can enhance the training experience.
Measuring success should go beyond just certification completion.
The relationship with partners should be nurtured from day one.
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1:24:30
CELab - Ep 151 - Elli Neeld - Building AI Chatbots for CX
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 the customer experience.
Key Takeaways from this episode:
The transition to AI can significantly improve resolution rates.
Content maintenance is a major challenge in customer support.
Testing and iteration are crucial for successful AI implementation.
Proactive education can enhance customer experience and product adoption.
AI chatbots can serve as growth levers rather than just cost centers.
Understanding customer needs is key to effective support strategies.
Data architecture plays a vital role in AI chatbot performance.
Regular optimization is necessary to maintain high customer satisfaction.
Engaging with support teams helps identify areas for improvement.
AI can personalize responses based on user-specific data.
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1:08:53
CELab - Ep 150 - Celebrating 150 Episodes - Reflections on our Journey in Customer Education
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 Customer Education has no discrete start or end. Universally, we focus on:
The challenges and opportunities of scaling learning programs to support millions of users,
The importance of integrating community and learning initiatives
The strategic approaches required to drive adoption and engagement within complex, distributed organizations.
The episode offers a unique perspective on the evolving landscape of customer education and the innovative ways leading companies are tackling the complexities of learning at scale. Listen in and let us know your thoughts!
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1:11:03
CELab - Ep 149 - Julie Cochrane - Balancing Instructor-Led Delivery Costs with Customer Value: A Pricing Playbook
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 tracking this data, Julie was able to build a pricing structure that covered the company's costs while still providing value to customers.
This episode explores:
The challenges of transitioning from in-person to virtual instructor-led training, and how to maintain the personal touch
Strategies for collaborating with sales and finance teams to establish fair pricing
The importance of using data and metrics to inform pricing decisions, not just gut feel
Tips for promoting continuous learning and platform adoption through engaging training experiences
Whether you're a seasoned learning leader or just starting to build out your customer education program, this episode offers practical insights and a pricing playbook you can apply to your own organization.
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1:16:16
Ep 148 - Roasting the Robot CELabs Live Commentary on AI-Generated Content
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 along the way. Here's what you can expect:
A behind-the-scenes look at NotebookLM's podcast feature in action
Real-time analysis of AI-generated content from industry experts
Hilarious commentary and unexpected revelations about customer education topics
A glimpse into the future of AI in podcasting and educational content
Whether you're a tech enthusiast, a customer education professional, or just someone who enjoys a good laugh at the expense of our robot overlords, this episode is a must-listen. Tune in to "AI vs. Humans: CELab's Real-Time Riffing on a NotebookLM Podcast" and join the conversation about the future of AI in education and content creation.
CELab is the Customer Education Lab for Innovative Customer Success, Enablement, and Marketing Teams. Our mission is to explore how to build Customer Education programs, experiment with new approaches, and exterminate the myths and bad advice that stop growth dead in its tracks.
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