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CELab: The Customer Education Lab
CELab: The Customer Education Lab episodes
- Ep 119 - Alessio Artuffo - Docebo and AI-Powered Customer Education
We're always excited to talk with leaders about their platforms and roadmap - and this episode is no exception. You'll want to join us to learn how Docebo is leading the way with AI-powered Customer Education and Enablement.
Meet Alessio Artuffo, a man with a fascinating journey from Italy to Athens, Georgia, who's been instrumental in transforming Docebo, an open-source tech entity, into a full-fledged SaaS company. As the President and COO of Docebo, Alessio has unique insights to share about the challenges of building an international business and the specific strategies needed to make that trans-Atlantic leap. We explore the intersection of technology and education, focusing on the role of AI. We dive into the acquisition of Adugo, a ChatGPT-based platform that’s shaking up interaction models for customers and employees alike. If you’re interested in how AI is changing the face of learning, customer advocacy and partner training, strap in for a fascinating discussion.
About the Show
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.
Listen in as we discuss:- Alessio's journey from Italy to Athens, Georgia and transforming Docebo
- International Pirate Day and Butterscotch Pudding Day
- Building a mature and stable product and transitioning to remote work
- Challenges of building an international company and the growth of Docebo
- Importance of customer education and learning in the technology space
- Docebo acquisition of Adugo, a chatGPT-based platform
- The role of AI in partner training and customer advocacy
- Visiting the studio and the importance of collaboration
- Importance of educational content sharing between different teams
- The role of Docebo in customer education and partner training
- Alessio's view on being a generalist in the learning technology space
- The future direction of Docebo in the field of customer education
- Importance of community support in solving customer problems and inquiries
- And - please - if you’ve found value in this podcast, share with your friends, your peers, and your network to help us “Find the Others”!
Resources:Alessio Artuffo LinkedIn
Docebo
Dave Derington LinkedIn
Adam Avramescu LinkedIn
44 min - CELab - Ep 118 - Sourabh Bajaj - AI and Customer Education
In this episode, Sourabh Bajaj, an expert in AI, explores the role of artificial intelligence in customer education. He discusses his background in AI, its early use in the postal service for handwriting detection, and its emergence in computational chemistry. Sourabh highlights how AI is revolutionizing jobs, enhancing creative tasks, and automating mundane tasks. He also discusses the complexity of AI from a customer education perspective, its implications on privacy, data security, and bias, and the need for guardrails in its usage. Practical uses of AI in customer education, its role in capturing and storing knowledge, and the evolution of customer education through AI are also discussed.
Sourabh Bajaj is the co-founder of Uplimit and a former AI researcher at Google. He has extensive experience in computational chemistry and molecular modeling, and has played a significant role in the evolution of AI, particularly in the field of customer education. His work has centered around the transformative powers of AI, exploring its capabilities in automating mundane tasks, enhancing creativity, and improving user journeys. Saurabh is particularly knowledgeable about 'orchestrators', a technology that simplifies tasks and aids in creative direction. His insights shed light on the complexities of AI and the need for proper guidelines in its application. His experiences and expertise have enabled him to offer valuable perspectives on the future of customer education, driven by the power of AI.
About the Show
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.
Listen in as we discuss:- Saurabh Ajaj's background in AI and its role in customer education
- Early use of AI in postal service for handwriting detection
- Exploring the emergence of AI and computational chemistry
- How AI is revolutionizing jobs and enhancing creative tasks
- 'Orchestrators' in AI helping automate mundane tasks for creativity
- Impact of AI on customer education and user journeys
- Complexity of AI from a customer education perspective
- Discussing AI's implications on privacy, data security and bias
- The necessity for guardrails in AI usage for customer education
- Practical uses of AI in customer education like task automation
- Role of AI in capturing and storing knowledge efficiently
- Evolution of customer education as a living organism through AI
- Challenges in creating an engaging customer education experience
- Exploring implications of AI in customer education and data security.
- And - please - if you’ve found value in this podcast, share with your friends, your peers, and your network to help us “Find the Others”!
Resources:Sourabh Bajaj
Techsmith
Videate
Docebo
Dave Derington LinkedIn
Adam Avramescu LinkedIn
1 hr 5 min - Ep 117 - Strigo and the Next Generation of Virtual Instructor Led Training
Instructor-led training has always been a core part of the customer education program. With COVID hitting in 2020 there was a strong shift to VILT (Virtual Instructor-Led Training), companies started using whatever tools were at hand to deliver remote training, accepting lower engagement and effectiveness as a given. But it shouldn’t be like this. In a world where every problem has software built to solve it, remote customer training is no different. In this episode, we want to introduce a new approach to the challenge of VILT customer education. A solution built solely for the purpose of live product training.
Nevo Peretz from Strigo and Dan Braithwaite from Mediaocean join the conversation to discuss the future of remote training, specifically exploring Strigo's revolutionary Virtual Classroom platform. They delve into the resurgence of instructor-led training, the transition to virtual classrooms, the financial and customer perception challenges of remote training, and the limitations of previous platforms. The discussion also focuses on the importance of seamless customer education and how Strigo's platform is changing the game for software companies, IT training companies, consulting firms, and LND teams involved in digital transformation processes. Nevo and Dan also share personal experiences, including how Mediaocean leveraged Strigo to address their training needs.
About the Show
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.
Listen in as we discuss:- National Corned Beef Day
- Intro and background - Nevo Peretz from Strigo and Dan Braithwaite from Mediaocean
- The resurgence of instructor-led training and its advantages
- The transition from traditional training to virtual classrooms
- Financial and customer perception challenges of this shift
- Importance of seamless customer education for customer life cycle
- Strigo's platform - used by leading software and IT companies
- Strigo - active, engaging, and hands-on learning experience
- How Mediocean used Strigo for training needs
- The secure, private environment and instructor control offered by Strigo
- Strigo's impact on business through customer comfort and trust explored
- Virtual classroom - the potential of remote training
- Chat features and closed captions to reach more learners
- Exciting upcoming news and a call to action
- And - please - if you’ve found value in this podcast, share with your friends, your peers, and your network to help us “Find the Others”!
Resources:Dan Braithwaite LinkedIn
Nevo Peretz LinkedIn
Mediaocean
Strigo
Dave Derington LinkedIn
Adam Avramescu LinkedIn
1 hr 1 min - Ep 116 - Treion Muller - The Rise of the Mutant Learner
What is a Mutant Learner? In this episode of the CELab podcast, we welcome #1 International Best Selling Author Treion Muller to the show to talk about his recent book, "The Rise of the Mutant Learner". At the core of his book may be some deeply valuable approaches to the challenge posed to all of us as Customer Education leaders. Specifically, how to learn and lead effectively in the digital age.
You’ll hear about the evolution of education, the rise of mutant learning, and the role of AI in this evolution. Muller shares his experience of breaking free from corporate learning silos and leading digital transformation in education. The discussion includes insights on the importance of agile thinking, customer education, and embracing diverse learning styles. Muller also introduces his new venture, Spark, designed to empower individuals to share their unique stories and ideas.
About the Show
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.
Listen in as we discuss:- National Hot Dog Day and Cellphone Courtesy Month
- Treion’s journey from corporate learning to education
- The siloing phenomenon and its limitations on business growth
- Gainsight acquisition of an LMS platform
- The importance of customer education in breaking free from silos
- Stephen Covey's Franklin Covey work
- A shift towards digital training and AI
- Agile thinking, iterative processes, and 'mutant learning'
- Treion’s new venture, Spark, aimed at empowering individuals
- The necessity of having experts in the field
- Comparing products and tools in the tech stack
- Automaticity and its impact on learning
- TV, media, AI, machine learning
- Treion introduces his book, The Rise of the Mutant Learner
- And - please - if you’ve found value in this podcast, share with your friends, your peers, and your network to help us “Find the Others”!
Resources:Treion Muller LinkedIn
Book: Rise of the Mutant Learner
The Modern Learning Architect
Northpass
Intellum
Thought Industries
Mobile Coach
Dave Derington LinkedIn
Adam Avramescu LinkedIn
1 hr - Ep 115 - Shellie Grieve - Cohort Learning in Customer Education
In this episode, Dave Derington chats with Shellie Grieve, the Director of Collaborative Learning at ServiceNow. You’ll hear about the landscape of cohort learning and its role in customer education, the impact of the pandemic on traditional training programs, and the importance of overhauling them to be more targeted and scalable. Grieve shares her journey from her STEM background to her current role and the need for innovation in virtual program design. The discussion also covers the role of gamification in learner engagement, the potential of video assessments in job readiness, and the broader skill development needed for success in the digital world.
About the Show
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.
Listen in as we discuss:- National Best Friends Day
- Cohort learning and its applications in customer education
- Learning modalities in a cohort setting
- Impact of the pandemic on traditional training programs
- Shellie’s journey to corporate training
- Virtual program design
- The power of gamification in learner engagement
- Video assessments - producing job-ready individuals
- Adapting training programs during the pandemic
- Overhauling the Master Architect Program at ServiceNow
- The use of social media-like features to drive engagement
- The role of AI and machine learning
- How cohort learning can equip people with necessary skills
- Important moments that matter in the learning journey
- Setting goals and objectives for cohort learning
- Reach out to Shellie
- And - please - if you’ve found value in this podcast, share with your friends, your peers, and your network to help us “Find the Others”!
Resources:Shellie Grieve LinkedIn
Thinkific
Videate
Docebo
Dave Derington LinkedIn
Adam Avramescu LinkedIn
55 min - Ep 114 - Alessandra Marinetti - Change Management and its Role in Customer Education
In this episode, Adam Avramescu takes a deep dive into Change Management with Alessandra Marinetti - Global Head of Education and Enablement at Asana. Change Management is, as Alessandra shares - "the ability to enable people to see things differently, and to do things differently". If you're in #customereducation and #customersuccess, take an hour out of your day and join Adam and Alessandra as they answer questions such as:
- What is change management and how does it work?
- The difference between change management and marketing.
- Building the mindset and creating a buzz around change management.
- The importance of having a formal center of excellence.
- Understanding the three phases of change.
About the Show
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.
Listen in as we discuss:- National Garfield the Cat Day
- Guest intro and background
- The power of change management in organizations
- Mourning the lost way vs. embracing the new
- Change management in customer education
- How change management impacts productivity with new platforms
- Technical vs. end-user education
- Clear value propositions in change management
- Change management practices in SaaS for effective tool rollout
- Creating an atmosphere of excitement around change
- Continuous communication and engagement during tool rollout
- Successful product roll-outs and a formal ‘Center of Excellence'
- The role of customer success manager in understanding customer needs
- “Sustainable enablement” and monitoring outcomes after rollout
- Certification systems to keep customers knowledgeable
- Book recommendations
- Change management and productivity
- And - please - if you’ve found value in this podcast, share with your friends, your peers, and your network to help us “Find the Others”!
Resources:Alessandra Marinetti LinkedIn
Asana
Book: Managing Transitions
Book: Switch
Book: Hooked
Book: The Heart of Change
Book: ADKAR
Northpass
Thought Industries
TechSmith
Dave Derington LinkedIn
Adam Avramescu LinkedIn
1 hr 14 min - Ep 113 - Caitlin Wood - Scale Success and the Role of Education
In this episode, Caitlin Wood, Senior Director of Customer Success and Enablement at Ironclad, dives into the intricate world of customer education and success. She elucidates the unique structure of Ironclad's education program, the role of their Learning Experience Design and Training Delivery teams, and their revolutionary approach to digital success. The conversation also delves into the potential pitfalls of siloed customer education teams, the impact of pricing on customer experience, and the emerging concept of customer education as digital success. The episode explores the importance of collaboration and alignment between customer education, digital success, and product teams, providing invaluable insights for business leaders.
About the Show
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.
Listen in as we discuss:- National Croissant Day
- Ironclad's customer education program and customer success structure
- Innovative use of Learning Experience Design team
- Ironclad's Training Delivery team and training methods
- Customer enablement vs. customer success
- The structure of Ironclad's digital success team
- Transformative solutions delivered by Ironclad's digital success team
- Pitfalls of siloed customer education teams
- Pricing and customer success
- Aligning customer education and digital success
- Customer education as digital success
- Balancing understanding with management skills
- Collaboration and alignment - customer education, digital success, and product teams
- Ironclad's customer enablement team
- And - please - if you’ve found value in this podcast, share with your friends, your peers, and your network to help us “Find the Others”!
Resources:Caitlin Wood LinkedIn
Ironclad
Docebo
Thinkific
Strigo
Dave Derington LinkedIn
Adam Avramescu LinkedIn
57 min - Ep 112 - Nick Mehta and Steve Cornwell - Digital Customer Education
This is an episode you won't want to miss - the future is now! Customer Education has a seat at the table and a critical impact on business. In this episode, we talk with Nick Mehta - CEO of Gainsight, and Steve Cornwell, CEO of Northpass about the recent acquisition of the Northpass platform into the Gainsight family. We talk about Digital Customer Education as well as Digital Customer Success and build upon last year's CELab podcast with Nick Mehta called “Customer Education and Enablement is the Core of Customer Success” Join us for this incredible discussion!
You’ll hear Nick, Steve, and Dave delve into the intersections of customer education, success, and communities, the role of digital customer success for scaling businesses, and the potential of blended online communities for enhancing customer relationships. The discussion also highlights the importance of integrating customer education and success, the impact of customer education on retention rates, and the challenges and opportunities in implementing customer education.
About the Show
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.
Listen in as we discuss:- National Book Lover’s Day!
- Customer education and industry leaders
- Creative ways to solve customer problems and enhance experiences
- Digital customer success and its benefits
- Customer success teams and their collaboration
- The role of blended online communities in enhancing customer relationships
- The new book 'Customer Communities'
- How customer education can increase NPS scores and retention rates
- Challenges and opportunities in implementing customer education
- Building effective customer education programs
- How customer education, success, and communities interconnect to help customers
- Success metrics of time to first value and the orchestration of customer education, success, and communities.
- And - please - if you’ve found value in this podcast, share with your friends, your peers, and your network to help us “Find the Others”!
Resources:Nick Mehta LinkedIn
Steve Cornwell LinkedIn
Gainsight
Book: Customer Communities
Previous Episode with Nick (#76)
Northpass
Dave Derington LinkedIn
Adam Avramescu LinkedIn
53 min - Episode 111 - Instructional Design 101 - Mayer's 12 Principles
In this episode, Adam reviews Dr. Richard E. Mayer’s 12 Principles for Multimedia Learning in our Instructional Design 101 series. Dr. Mayer's research focus is determining how people learn (i.e., the science of learning) and how to help people learn (i.e., the science of instruction). His research concerns the intersection of cognition, instruction, and technology. Here we will apply Mayer’s 12 research-based principles - around the cognitive theory of multimedia learning - as they relate to the design of online instruction.
You’ll hear a little bit about each of Mayer’s 12 Principles, from not overwhelming the learner’s
‘Cognitive load’, to the best combinations of text, audio, and images, to personalizing voices and imagery for the learner.
About the Show
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.
Listen in as we discuss:- Richard E Mayer's background - research in multimedia learning
- Reviewing Mayer’s 12 principles for learning
- Cognitive load- less is more
- Highlighting relevant or important information
- Images and audio - best for learning, without text
- Contiguity - space and time
- Pre-training - multimedia is more effective if learners know the basic tenets
- Modality - controversial methodology
- Multimedia - learning is easier with a certain amount of multiple modalities
- Personalization - text should be informal
- Voice & Images - natural, conversational human voices and
- And - please - if you’ve found value in this podcast, share with your friends, your peers, and your network to help us “Find the Others”!
Resources:Richard Mayer @ UCSB
Book: Multimedia Learning 3rd Ed.
Skilljar
TechSmith
Northpass
Dave Derington LinkedIn
Adam Avramescu LinkedIn
31 min - CELab "Mini" - LoCon July 2023 RecapIn this episode Dave interviews Brian Childs, the founder and CEO of Learning Outcomes to talk about their recent regional retreat called LoCon.LoCon is the "unconference" for learning professionals. These small group retreats are designed to encourage thoughtful conversations through structured activities and fun social interactions. This year LoCon was hosted in Vancouver BC and consisted of 40 enablement program leaders coming together to talk about the Future of Learning. Unlike regular conferences which are structured around thought leaders on a big stage and vendors relegated to a trade show floor, LoCon brings everyone together in small group interactions that foster open, honest sharing of ideas.If you want to get notified about the next LoCon, click this link to sign up for alerts today.Dave Derington 00:01Hello CELab fans, this is Dave and we're going to have a quick what I call a mini today, some mini episode and we are going to talk about low con. Brian. Welcome to the show. Brian Charles.Brian Childs 00:20Yeah. Great to be here.Dave Derington 00:22Want you to talk about what low con is? We just had this over the weekend, Friday through Sunday. Give me Give me an overview. This was the most exciting event I think I've ever been in a long time.Brian Childs 00:32Yeah, it was fantastic. So my name Hey, everybody. My name is Brian Childs. I'm the founder of learning outcomes and learning outcomes helps companies connect their program leaders with best practices and subject matter experts. And in that vein, we put together something called Low con for the customer education community. And low con is really a I call it a conversation, right? It's a unconference. So what low con is, is it tries to restructure the way that conferences work. And for many of us, we go to conferences all throughout the year. And honestly, I think I mean, Dave and I probably agree with this, but it's like, I think conferences are just kind of kind of broken, like, oh, yeah, there's there's good aspects of it is good social aspects. But it's, they just feel like they're so impersonal, right? You go to a conference, you watch people on stage talk, you really want you learn some stuff, you really want to interact with those people. Maybe you go out and get drunk with some salespeople after that. It kind of like glance off of one another. But the best parts about a conference are where you get to have these deep connections and conversations with people. There's just never enough time. SoDave Derington 01:44anyway, I want to reframe that again. I love I love how you put this right, yeah, let's just let's just have a honest conversation about this. You're right, you go to a conference, and it's, I go see this person, I sit in a workshop in an auditorium, I go do this thing. But there aren't the kinds of things that we set out to do. Like you were just saying it's the human the connection, the networking, like this shifted everything upside down.Brian Childs 02:13Well, the thing, the thing, that is the thing that's missing, right, and calm when you Yeah, when you go to a conference, the thing that's missing is there's there tends to be a practicality that's missing from the experience, right? Well, you mean by that? Well, you might, you might see some things on a slide somewhere, you might interact with some people, but it's often there's often this missing piece of like, how do I apply this to my work? Right? I might have an image that I took when someone's presenting that's like, that's33 min
About CELab: The Customer Education Lab
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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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