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 c...

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 organiza...

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! For those of us in the Customer Success and Customer Education space, this leads to...

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...

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...

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 near...

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 ep...

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 o...

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. Elli...

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...

In this episode of the CELab podcast, Julie Cochran , the Global Education Services lead at Charles River Development , shares her journey in developing a fair and data-driven pricing model for her company's instructor-led training programs.  Julie explains how she partnered closely with her finance team to uncover the true costs associated with creating and delivering in-person training, includin...

At CELab, we're always pushing the boundaries of customer education and technology. In our latest experiment, Adam dove headfirst into the world of AI-generated content using Google's NotebookLM . But he didn't stop there, and channeled his inner Mystery Science Theater 3000 to produce unfiltered commentary on the AI's attempt at hosting a customer education podcast. This episode is a wild ride th...

As the year comes to a close, we reflect on the top episodes of 2024 and make some bold predictions for the year ahead. What were our five most popular episodes of the year and why did they matter? Some of our top hits this year featured Customer Education leaders like Katie Felton and Dan Ennis , to thought-provoking discussions on the intersection of digital customer success and community, these...

In this episode, we reflect on the eventful year of 2024 for the CELab podcast. Dave shares his experiences as an independent consultant, highlighting the diverse range of customer education challenges he has tackled, from revamping existing programs to building new ones from scratch. He emphasizes the importance of active listening, humility, and leveraging a network of partners to deliver succes...

How does podcasting help Customer Education? In this episode we welcome Craig Hewitt , the founder of Castos , a podcast hosting and production platform. We dive into the ever-evolving landscape of content creation, distribution, and how podcasting and other media formats can be leveraged to effectively reach and engage audiences. In this field, we always see a "blurring of the lines" between mark...

In this episode of CELab, we broaden our conversation about inspiring a “culture of learning” that inspires innovation.  We dive deep with Leila Ishtayeh Colburn , the Learning Platform Enablement Leader at Trimble , and Owen Chamberlain, the Senior Education Alliance Manager at Trimble. The discussion delves into Trimble's innovative approach to digital credentialing, exploring how they are lever...

In this episode we had the pleasure of speaking with Neel Balar , the co-founder of Clueso . Clueso is a platform that aims to revolutionize the way Customer Education content is created, offering a fast and easy solution for producing high-quality videos and documentation. Key discussion points include: Clueso's origin story and the pivotal moment that led to its creation The impact of Clueso on...

In this episode, we invite Samantha Murray discuss her journey of boomeranging back to Customer Education where we explore the importance of consolidating customer education programs, the challenges in the industry, and the need for career inspiration. Samantha shares her experiences in customer education at Shopify and Docebo , highlighting the value of cross-functional collaboration and the impa...

In this episode, Dave Derington and Adam Avramescu explore the role of strategy and active listening in the field of customer education. They challenge the notion that rigid frameworks and pre-defined strategies are the key to success, arguing that the ability to adapt and deeply listen to customers and stakeholders is often more important.  The value of slowing down and creating space for deeper...

Adam Avramescu and Dan Ennis discuss the evolving field of digital customer success, emphasizing its focus on leveraging digital-led programs to improve customer outcomes, retention, and growth. Dan highlights the importance of proactive and reactive digital programs, such as email and in-app series, to engage customers at scale. He stresses the need for clear definitions and metrics, including le...

In the evolving world of business, customer education plays a crucial role in driving success. Yet, creating impactful, scalable programs can be challenging. Traditional methods often fall short, requiring innovative approaches to enablement and education. We’re joined by Melissa Kruminas , a global enablement leader, now at Docebo , where she focuses on customer education that connects business o...

In business, the need for engaging learning experiences is staggeringly important. Yet the “how” is elusive.  Conventional educational approaches don’t work well.  You can be tempted to fall back on trusted methodologies only to find them to be too slow, unwieldy, or frustrating. We’re joined by  Michele Wiedemer,  Customer Education consultant and expert who’s hard at work to learn more and to ex...

In business, the need for engaging learning experiences is staggeringly important. Yet the “how” is elusive.  Conventional educational approaches don’t work well.  You can be tempted to fall back on trusted methodologies only to find them to be too slow, unwieldy, or frustrating. We’re joined by Michele Wiedemer, Customer Education consultant and expert who’s hard at work to learn more and to expa...

Certification - it's a challenging and sometimes contentious topic for Customer Education professionals. At CELab, we hear this question come up quite a lot. Chances are good that you may be asked to create a certification, or decide that you want to offer one. So how do you get started? Should you even be trying to build such a program? In this "mini" episode, Adam Avramescu answers that question...

Customer Education is evolving rapidly. We've come a long way from the days of " smile sheets " and attendance metrics being our guide to success. Gainsight , is one such innovative business that's showing how education data and usage data connect so we can measure its impact on business outcomes. Lila Meyer shares her journey at Gainsight, from early roles when the organization was new to her cur...