CELab - Ep 159 - Pulse 2025 Customer Education Recap: AI, Scaling, and Digital Success
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 key moments, exploring the critical intersection of community, education, and technology. From Gainsight's strategic acquisitions to the challenges of creating meaningful digital learning experiences, this episode offers a roadmap for customer education professionals navigating the complex world of modern customer success.
Key Topics:
Gainsight's acquisition of Skilljar and its implications
AI's role in customer education content creation
Scaling digital customer success strategies
Integrating education, community, and product experiences
Challenges of creating high-quality digital learning at scale
The future of customer success operating systems
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1:18:10
CELab - Ep 158 - Jeremy Davis at Cloudshare - Virtual Labs: The Game-Changer in Customer Education Technology
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.
Key Discussion Topics:
The limitations of traditional training methods
How virtual labs solve complex training challenges
AI and automation in customer education
Measuring training impact and ROI
Check out Cloudshare today at http://cloudshare.com/lp/celab!
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56:29
CELab - Ep 157 - Alex Levin - AI Agents: Reimagining Customer Interactions
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 organization. Some key highlights:
How AI can now handle complex conversations, perhaps better than humans
Voice interfaces are becoming the new primary customer engagement channel
Restructure your knowledge base for AI readiness
How small teams can support millions of customers
The future of AI in business is constantly changing, and this conversation unlocks a lot of interesting and relevant topics. While Regal. ai is focused on Support - this is a massively important component to learning. Check it out today!
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CELab - Ep 156 - Kevin Dunn - Harnessing AI & Operating Models for Scalable Customer Education
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 streamline workflows, prioritize feedback, and improve product adoption. If you're looking for ways to integrate operating models and AI into your customer education program for better scale and efficiency, this episode is a must-listen.
Key Takeaways
AI enhances course content development by analyzing feedback and automating updates.
Academy OS eliminates invisible labor by automating manual processes in content creation.
Prioritization of feedback and course updates is streamlined using AI and Airtable’s relational databases.
Connecting customer education data with product usage data shows clear correlations to product adoption and retention.
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 adaptive, personalized learning journeys.
Key Takeaways:
The Two-Hump Problem: Different learning needs for SMB and enterprise customers
Customer education is more than training - it's about driving behavioral change
Digital experiences are crucial, but they must be high-quality and tailored
Change management involves three key stages: 1. Awareness and desire 2. Knowledge and ability 3. Continuous reinforcement
Traditional training models are outdated in the fast-changing SaaS landscape
Platforms like Brainstorm are revolutionizing how companies deliver personalized learning
Success metrics should focus on future value anticipation, not just immediate training completion
Empowering customers to own their learning journey is critical for long-term success
We also discuss a 4-square (Eisenhower Matrix) model in this talk. Here's an image to help visually demonstrate the vectors between self-directed and structured learning and how they apply to the spectrum of business, from SMB to Enterprise.
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.