CELab: The Customer Education Lab

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.

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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.

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Check out Cloudshare today at http://cloudshare.com/lp/celab!

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!

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!

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.

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.

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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.

In this episode of the CELab podcast, host Dave Derington sits down with Casey Izzo from Bionic Advertising Systems to unpack an extraordinary journey of digital transformation. Learn how a small team turned their high-touch CSM-led software training into an accessible, scaled digital success experience.

Casey shares her team's remarkable achievement of developing a comprehensive academy with nearly 100 videos in months, using innovative tools like Synthesia for AI-powered narration and strategic content design, Camtasia for editing, Wistia for hosting, and Gainsight to bring it all together. Even more, with such a small team they leveraged content creation expertise through Greenmusk to accelerate delivery. The result? Over 150 certifications issued, dramatically reduced training overhead, and a learning platform that serves both customers and industry professionals.

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Whether you're a Customer Success leader, a Training Professional, or tech innovator, this episode offers a blueprint for scaling education without scaling complexity.

Listen now and transform your approach to customer learning!

This episode is a "feed drop" or crossover episode featuring Adam Avramescu and Dee Kapila's new show - CXetera! As our network grows, we will often feature other shows where you can go and continue your learning journey.

This is a topic that's relatable to all of us in the field of Customer Education: Should Customer Success Managers (CSMs) should be responsible for customer training? In this episode, Adam and Dee explore the complexities of training delivery across different company stages and contexts.

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The discussion emphasizes that while CSMs play a crucial role in customer success, specialized training is often best handled by professionals who can deliver consistent, high-quality learning experiences.

As our market continues to grow and change, it's crucial for us to keep on top of emerging trends. Make sure you check out and subscribe to the CXetera substack and check out the show on iTunes, Spotify, and all the other places where you catch your pods!

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.

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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.

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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 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!