Customer Educated

Everyone's talking about GenAI in customer education, but here's the reality: Implementing AI successfully in corporate projects isn't as straightforward as most conversations suggest. The real challenge? Replicating others' successes consistently across different projects.

Enter Jason Gorman, his journey from 25% to 75% AI adoption wasn't just about using the tools—it was about building systematic processes that deliver consistent results.

Listen to the full episode:

00:00 Promo

02:09 A Practical Conversation on AI In Education 

04:33 Scaling AI: From 25% to 75% Implementation

06:37 Gen AI Tools vs AI-Powered Tools

10:00 Email Efficiency: Saving 4 Hours Weekly with AI

12:20 The True Cost of Delayed AI Adoption

14:53 Content Playbooks: The Foundation of AI Success

18:06 Case Study: AI-Powered Learning Program

22:54 Mastering AI Content Review

26:19  Strategic Use of Chat/Threads in Chat GPT

29:45 The Four Pillars of AI Content Creation

35:05 Building Your AI Playbook: Step-by-Step Guide

44:34 Enhancing SME Partnerships with AI

49:03 AI Agents and Human SMEs

53:32 Building Data-Driven Customer Personas

(1:04:41) Developing Your AI Implementation Mindset

Access Shannon's Project Brief Template- https://docs.google.com/document/d/16w5tMjxkg5-4TuujCI2wZ7Wrz4QJPiFRR-Ae4MsSeBM/edit?tab=t.0

In part 1, Shannon discussed the importance of driving collaboration between marketing and educational teams.

In part 2, we continue to conversation with Shannon explaining the importance of setting up content standards, content ownership, and ways to repurpose content.

Dive in:

00:51 Topics discussed 

02:02 Content coordination & ownership

03:43 Do product marketers make good SME’s?

05:56 How automations can help internal marketing

07:23 Following up while collaborating cross-functionally

09:16 Repurposing Educational content for marketing

11:43 Challenges you face while collaborating

14:13 Collaborating remotely requires intentionality

16:05 Why everyone must set Project briefs

18:10 Building a customer educator’s brand presence

You spend months working on a course, launching your academy. But are you making sure if it reaches the right *eyes & ears*?

Listen to Shannon Howard, explain the importance of marketing to drive successful educational programs.

Don't miss out the *elephant in the room* - Driving successful collaboration between marketing & educational teams.

Topics discussed

00:00 Introducing the Episode

02:32 Key Podcast Topics

03:26 Content, Content, Content

04:27 Marketing lens on Customer Education 

05:34 Education lens on Marketing

06:44 Pre & Post-Sale Education 

08:51  Collaboration between Marketing & Education teams

10:49 Repurposing Intellum’s Educational Content 

13:05 Shared KPI’s for Successful Collaboration

16:11 Unspoken Key to Driving Cross-Functional Collaboration 

18:58 Planning Content Roadmap

20:54 Setting up Content Standards

24:25 Part 2- Content Coordination & Ownership

Stay tuned for Part 2 

00:00 Intro 

02:51 Exploring the Kirkpatrick Model for Measuring Learning Outcomes

05:47 Assessing Learning Through Surveys and Feedback

09:04 Scenario-Based Assessments in Training Programs

12:00 Instructor Reflection and Continuous Improvement

14:52 Behavioral Change and Support Ticket Reduction

18:14 Quantifying Support Ticket Costs and Impact

21:08 Instructor Performance and Knowledge Sharing

23:53 Key Takeaways for Aspiring Instructors

In this two-part episode, Dan Braithwaite breaks down 10 years of insights on running great Instructor-Led Training programs.

00:00- Podcast Promo

03:21- VILT vs. E-Learning – What’s better?

03:55- Benefits of VILT

04:57- Designing ILT for decreasing tolerance levels

06:33- Grabbing attention quickly

08:21- Why stick to 3 topics per session?

09:02- Prioritizing ILT topics from support tickets

13:54- The "Tell me, show me, let me try" framework

17:35- Ideal length for an ILT session?

19:48- Structuring your session time wisely

21:12- Tapping into learner motivation

22:36- The secret to a successful ILT session

24:55- Helping shy learners speak up

26:25- Questions that “read” your audience’s needs

28:18- Unlocking group expertise in sessions

31:22- Measuring real engagement in ILT

36:04- Ending an ILT session perfectly

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Timestamps

02:50 Using NPS Commons to Validate Training Roadmaps

05:06 Using Chat GPT for Sentiment Analysis

08:22 Making Informed Assumptions and Validating with Data

14:27 Trust and Confidentiality in Using AI Tools

22:32 Criticisms of NPS and the Value of Feedback

27:50 Improving Support Tickets and Customer Feedback

30:47 Meeting Customers Where They Are

33:07 Analyzing Churned Customers and Improving Retention

35:32 The Value of Education in Improving NPS and Customer Loyalty

Subscribe to our monthly Customer Educated Newsletter - https://customereducated.substack.com/

08:21 NPS comments is what matters

11:15 Setting NPS Standards and Targets

15:31 The Ratio of NPS Scores to Written Feedback

16:30 Asking the Right Questions for Feedback

21:40 Segmenting personas for NPS

25:53 The Role of Education in NPS Feedback

29:31 Parsing Feedback and Identifying Themes

32:28 Collaboration between Customer Educators and Customer Success Managers

At Heap, Eric Mistry had successfully developed 30+ automations that ended up saving 20 hours of manual work done by the Director of Customer Education.

In this episode we dive into the question 'Why is there no content on building automations for customer education teams"

01:29 Eric's Journey to Customer Education

07:54 The Lack of Content on Automation in Customer Education

08:26 The Role of Operations in Customer Education

10:21 The Role of Automation in Operations

11:49 Eric's Current Role and Expertise in Automation

15:39 The Definition of Automation

21:57 The Need for Automation in Customer Education

25:25 Common Problems and Tasks that can be Automated

27:55 The Value of Using Zapier for Automation

31:18 The Need for Automation vs. Subscribing to a Product

34:15 What to Automate and What Not to Automate

37:09 The Ideal Source of Truth for Training Programs

Download Eric's Automation Guide for Free - here

In this episode, Akash Anil sits with Eric Mistry to understand the impact of building automations to make customer education teams more productive and data-driven- from making data talk between your LMS, CRM and google sheets, to finding the ideal source of truth, to how to building automations effectively using tools like Zapier, this podcast is a a must listen for those involved in customer education

00:00 Introduction

00:59 The Significance of Automation in Customer Education

03:01 Building Automated Bot Responses in Slack

04:27 Expanding Automation Capabilities with Zapier's AI Tools

05:24 The Simplicity of Building Automations with Zapier

10:04 The Accessibility of Automation Tools for Non-Technical Individuals

12:28 Understanding the Workflow of Automations

15:20 Automating the Instructor-Led Training Booking Process

22:40 Templatizing Automations for Scalability

26:21 Learning Automation Skills and Resources

33:31 Breaking Silos and Bringing Data Together with Automations

38:23 The Impact of Automation on Customer Education

44:24 Driving Conversations on Automation in Customer Education

We all use the word "He's a trained customer" but Vicky Kennedy strongly opposes this notion.

Tune in to the podcast to learn why

00:00 Introduction and the Value of Customer Education

03:04 The Need for Attribution Models in Customer Education

04:02 Building a Compelling ROI Story for Education

07:45 The Concept of Trained and Untrained Customers

10:36 Mapping Competencies and Use Cases in Customer Education

12:28 The Limitations of Engagement Metrics in Education

21:20 Key Takeaways for Customer Education Teams