CELab: The Customer Education Lab

In this episode of the Customer Education Lab, we sit down with Jess Katz, Senior Customer Education Manager at Forter, to unpack how she built an AI‑powered customer education function as a team of one. Jess walks us through her journey from joining Forter with a blank slate and an aggressive launch timeline, to orchestrating a “swarm” of more than 20 specialized AI agents that now support everything from research and course design to writing, video scripts, and brand voice.

You’ll hear how Jess leveraged an internal AI hackathon to create her first product‑ and brand‑trained agent, then scaled that approach into a full “agentic learning” stack using tools like Claude, Gemini, Glean, and video platforms such as Clueso—plus a next‑gen AI‑native LMS. She explains her step‑by‑step method for designing agents, reverse‑engineering “what good looks like,” and acting as the strategic director of a hybrid team of humans and AI. If you care about Customer Education, Customer Success, or doing more with less through AI, this episode is a practical, down‑to‑earth blueprint for where our field is heading.

Here's the link to Jess's LinkedIn Article, "How I Built a Scalable Customer Education Engine as a Team of One Using AI Agents".

We're also very interested to learn from you! Click here for our Agentic Learning Survey for Customer Education!

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In this episode, we are joined by Ashley DeKerlegand, Director of Customer Education and CX Enablement at Quickbase, to unpack how she transformed Quickbase University from “optional training” into a core driver of expansion and reduced churn. Ashley shares her journey from manufacturing and product training into SaaS, how she built and now leads a 12-person global team, and why Quickbase’s customer education program is tightly woven into the company’s onboarding and Failure-to-Launch strategy.

Ashley and Dave go deep on action mapping as a performance-first design framework, how Ashley evaluated 13+ learning platforms before choosing Brainstorm, and why private, co-branded customer portals have become a game-changer for governance, security, and adoption. You’ll hear how she partners with Sales, CS, and Product, uses customer interviews and Gong calls to shape strategy, and is now reorienting learning paths around AI-powered app building and customer-specific use cases.

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In this episode of CELab, we welcome content creator Kevin Lee to unpack how “scrappy” social-style video can transform Customer Education and scaled Customer Success. Kevin shares his journey from running a Rubik’s Cube meme account and a 200K-subscriber YouTube channel to launching Atlassian Answered, a video series that has generated over 2 million organic impressions and hundreds of thousands of views—without paid promotion. Along the way, he explains why most B2B content fails to land, how to “earn” attention instead of assuming it, and why simplifying corporate jargon is like teaching calculus to someone who’s still in geometry.

Together, we dig into the craft behind effective educational content: from scripting for real humans instead of internal stakeholders, to using video as a scaled “virtual CSM,” to practical production tactics like no-pause editing, intentional cropping, and focusing on audio over fancy visuals. They also explore how employee-generated content (EGC), personal branding, and authentic on-camera presence can amplify product education, drive adoption, and build trust at scale. If you’re in Customer Education, Customer Success, or Product Marketing and you’re serious about using content to move the needle, this conversation will give you a playbook you can start testing this week.

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Customer education has outgrown the LMS era. In this episode of CELab we down with Zayd Badwan, Chief Revenue & Customer Officer at Uplimit, and Yash Tekriwal, who leads education and cohort programs at Clay, to ask a hard question: if your main metric is still course completion, are you already behind? Together, they unpack how AI, cohort-based learning, and practice-first design are transforming customer education from “check-the-box training” into a true lever for product adoption and revenue.

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In this episode of the Customer Education Lab, Adam Avramescu sits down with his Personio teammate and Senior Learning Experience Designer Roberto Aiello for a deep dive into what modern customer education really looks like in 2026. They unpack how an international company with an English working language and a massive German market grapples with localization, terminology, and tone—including why “just translate it” fails, and how to design for truly native experiences instead. Roberto shares concrete stories from Personio’s Voyager Academy, like localizing character names, handling UI screenshots in multiple languages, and deciding what not to translate.

From there, the conversation shifts into AI-assisted content creation and distribution. Roberto walks through how he used AI to co-create a compensation course—turning scarce SME time into a solid 60–70% draft—and then scaled that approach into reusable assistants for brainstorming, course design, and promotional comms. Adam and Roberto also dig into how they mapped academy content to activation milestones, setup wizards, and implementation email journeys, so customers see the right learning at exactly the right moment. If you care about Customer Education, Digital CS, or scaled CX, this episode is a masterclass in moving from “more content” to measurable customer outcomes.

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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 reshaping Customer Education: from speeding up content creation to orchestrating just‑in‑time learning, routing the right learner to the right asset at the right moment. They dig into the 2026 State of AI in Customer Education report, the idea of “structured professional balance” between humans and AI, and why completion rates are no longer enough. If you’re leading Customer Education, CS, or scaled enablement and wondering how to make AI practical (not gimmicky), this episode is for you.

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, New Road, St. Vincent, and Tune-Yards. Adam and Dave connect venue, context, and stagecraft to how we design learning environments, build resilient teams, and foster community around our programs. If you’re thinking about onboarding, product adoption, AI-era education, or how to keep your learners coming back, this episode is packed with fresh, unexpected parallels.

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 SaaS + AI product.

They dive into the org design behind Webflow’s modern education function—video production, instructional design, platform, certifications, and onboarding—and how those pieces work together to support both self-serve users and large enterprise accounts. From launching high-stakes certifications in under a year, to deciding when humor helps (or hurts) learning, to using AI for exam development and just‑in‑time learning, this episode is a masterclass for Customer Education and Customer Success leaders building programs that actually move product adoption and revenue.

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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.

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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 discover proven approaches to accelerate course development, create certification-ready exams, and empower both instructional designers and business experts to deliver high-quality, impactful customer learning at scale.

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