CELab: The Customer Education Lab

We are big fans of TechSmith and its products - and TechSmith is a fantastic supporter of the Customer Education community! Today we welcome Matt Pierce and Troy Stein from TechSmith to the show to discuss what’s happening at the company and an exciting (experimental) topic: Project Based Learning (PBL).  You’ll hear Matt and Troy discuss the transformative power of project-based learning and cust...

Welcome to Part II of an important discussion between host Adam Avramescu, VP of Customer Education at Personio, and Stephanie Pellegrino, who leads Customer Education at Gong. Adam and Stephanie give an unfiltered view into...

Welcome to Part I of a candid discussion between host Adam Avramescu, VP of Customer Education at Personio, and Stephanie Pellegrino, who leads Customer Education at Gong.  You’ll hear about the macroeconomic changes in the market and how they affect us in Customer Education, insights on acing customer education job interviews,  Adam and Stephanie give an unfiltered view into the industry as hirin...

In Episode 102, we first spoke with the Thinkific Team about the Power of Education as a Growth Tool for business. Today we’re going deeper into the history and growth of the Thinkific platform itself.  In this episode, we are speaking with Aaron Morin, Senior Manager of Community at Thinkific. Thinkific is a software platform that enables entrepreneurs to create, market, sell, and deliver their o...

Gamification and Gamified Learning are resurfacing as big trends in helping grow engagement in SaaS platforms.  In this episode, we are going to talk about Learning Science and dive deep into Gamification.  How do you get started?  What are the common mistakes?  Join us for a Disney-esque ride through #customereducation with Shannon Howard and Michelle Ellis from Intellum! Intellum’s team of award...

Like peanut butter and jelly, customer advocacy and education – together – synergize their powers. Join host Dave Derington as he speaks with Adam Ballhausen, Senior Director of Customer Education and Advocacy for Docebo (“Doh-CHAY-boh”)...

Machine Learning and AI are really impacting our world, but how can Customer Education teams take advantage of this trend?  Enter Videate! If I can have a tool “magically” do my video for me?  Add audio?  And then translate it into different languages?  How much would that be worth?   Join us as we talk with Mark Hellinger about this amazing product. Mark is the Co-Founder and COO of Videate - Vid...

Software as a Service (SaaS) businesses are often plagued by the same challenge: Churn! Thanks to the emergence of Customer Success, we’ve learned a lot about this word and what can be done to combat...

In CELab’s 100th episode, we’ve kicked off the celebration of 100 episodes by discussing the hardest-won lessons for Customer Education Leaders. Dave and Adam have both held several roles on their journeys as customer education...

For CELab’s 100th episode, we’ve decided to celebrate by discussing the hardest-won lessons for Customer Education Leaders. Dave and Adam have both held several roles on their journeys as customer education leaders, and now they...

Customer Education teams must remain adaptable in times of change. After all, we support ever-changing products for diverse audiences, and we drive ever-changing business strategies. In this episode, Lisa Rothrauff, Director of Customer Education at...

With this episode, we’re joined by Tiffany Taylor to talk about the overlap between Customer Success and Customer Education. Tiffany leads both the Customer Success and Customer Education practices at Handshake, and what better way...

And finally … our “book club” discussion on Peter Honebein‘s book, “Strategies for Effective Customer Education“. If you haven’t listened to Part 1 and Part 2, check those episodes out now. We finish up this series with...

We’re back for Part 2 (of 3!) of our discussion on Peter Honebein‘s book, “Strategies for Effective Customer Education“. If you haven’t listened to Part 1, check it out now. We pick up the thread...

The clock is winding back, once again! On a previous episode, we covered Claudia Gaillard Meer’s book on Customer Education from 1984. And now, we’re jumping forward in time 13 years to the year 1997....

This episode is a continuation of our discussion of Claudia Gaillard Meer’s 1984 work on Customer Education. Customer Education has been around for at least 40 years by now, so we continue our conversation –...

It’s 2023! Dave and Adam share predictions for the coming year – what are the big trends to watch, and what are the ones that might not pan out? We’ll share our predictions and trends....

It’s the end of 2022 and we’re recapping the year with reflections on what we, and our peers in the Customer Education world, have learned. We start by hearing reflections from Customer Educators around the...

Customer Education is, as Dave Derington says, “Both new and not new”.  We review the book, “Customer Education” by Claudia Gaillard Meer and take time at the end of 2022 to reflect upon what has...

In Late 2022, businesses in the Software-as-a-Service (SaaS) market have felt the impact of an economic slowdown. Many of us – both leadership and teams – feel that in different ways. For leaders … fewer...

Video. It is often the go-to for many of our customers, and for good reason. Some stats from TechSmith, “83% of people prefer watching videos to accessing instructional or informational content via text or audio”....

Customer Education is an increasingly important tool in a Software Exec’s toolkit. As programs grow and mature, we sometimes have a “seat at the table”. Wise B2B SaaS Execs will ask you questions such as,...

Many people ask exactly how Customer Education can drive Revenue, reduce Churn, decrease Support tickets, and much more. Is it magic? Is it secret technology? Nope. It’s actually not. It’s Calculus. Seriously. In this episode...

(This episode is sponsored by WorkRamp) As WorkRamp says on their website, “Learning is a Growth Engine” for your business. At CELab, we talk about scale and growth tirelessly and how crucial it is for...

Continuing our journey through the “State of Customer Education” reports that have come out in 2022, we explore TSIA’s report – The State of Education Services: 2022! This year’s report focus on Education as a...