Becoming LX

This episode breaks down the essential components of professional training and customer education in the modern business landscape — specifically, the similarities and differences between Customer Education, Community, Customer Enablement, Technical Training, and Training Content Development roles. The throughline: don't get hung up on titles. Look at the responsibilities. Look at the verbs. T...

Customer Education Explained in 6 Minutes

This episode explore the strategic importance of Customer Education as a vital engine for business scaling , retention , and revenue growth in the software industry. Adam Avramescu’s writing emphasizes that companies often fail to scale because they rely on manual support instead of building automated, educational frameworks that empower users to derive independent value. By shifting education fro...

This episode introduces Universal Design for Learning (UDL) as a proactive educational framework rooted in neuroscience and inclusive architecture. Rather than retrofitting lessons for struggling students, UDL encourages educators to design flexible environments that anticipate learner variability from the outset. This approach utilizes three core principles— engagement, representation, and action...

This episode summarizes Will Thalheimer’s research-based approach to reinventing  learner surveys  to focus on  performance  rather than mere satisfaction. It critiques traditional "smile sheets" and their reliance on problematic  Likert scales , which often fail to correlate with actual learning outcomes. Instead, the author advocates for  distinctive questioning  and  descriptive answe...

Cathy Moore’s  Action Mapping  provides a structured framework for improving business performance by shifting the focus from  distributing information  to  changing behavior . The process begins by identifying a specific  measurable goal  and analyzing the  real-world actions  required to achieve it, rather than defaulting to training as a universal solution. Designers are encouraged to create  re...