What do we call what we do? Is it Customer Education, Customer Enablement, Scaled CX, Digital CS, or something else entirely?
This episode features the return of serial guest and friend, Samantha Murray and both of our co-hosts – Adam and Dave – to spar about nomenclature (word of the day – the devising or choosing of names for things, especially in a science or other discipline). In this ever-evolving world of learning in B2B SaaS. Should we call our customer education, enablement, or something else entirely?
We explore how different organizations structure their customer-facing teams, the impact of titles and internal branding, and why the outcomes we drive may matter more than the names we use. You’ll hear real-world examples from large and fast-moving organizations, insights from LinkedIn discussions, and even a bit of AI-generated analysis on the distinctions between customer education, enablement, and digital CS. The episode challenges listeners to rethink how teams are grouped, what outcomes they’re responsible for, and how the industry can move forward amid rapid technological and organizational change.
Highlights:
The ongoing debate: Customer Education vs. Customer Enablement vs. Scaled CX
How naming conventions and titles impact team structure and outcomes
Real-world organizational examples and shifting internal branding
The role of AI in analyzing industry trends and terminology
The importance of aligning teams around shared outcomes, not just functions
The pros and cons of top-down vs. fractional/flexible leadership models
How to drive industry alignment during times of disruption and tech consolidation
Want to join the conversation? Jump into the the conversation that kicked this off on LinkedIn or join us in our Community platform to share your org structures and experiences!
In this episode of CELab, Eric Mistry joins us for a deep conversation into the evolving landscape of customer education, exploring how AI and automation are reshaping the field. We discuss the critical need for breaking down organizational silos and fostering a true community of practice, where educators, customer success professionals, and marketers collaborate to drive better outcomes for learners and organizations alike.
Eric shares his journey stepping into the role of Customer Education Manager at Smartcat and taking the reins of the influential Customer Education Bi-Weekly Newsletter. Together, Dave and Eric unpack the challenges and opportunities presented by rapid technological change, the importance of data, and the power of community-driven knowledge sharing. Whether you’re a practitioner, leader, or just curious about the future of customer education, this episode is packed with actionable insights and inspiration.
What’s in the episode?
The impact of AI and automation on customer education and enablement
Breaking down silos between customer education, customer success, and marketing
The evolution and importance of the customer education bi-weekly newsletter
Practical steps for getting started with AI as an education professional
The role of data and clean architecture in scaling learning interventions
Building a sustainable, collaborative community of practice
Real-world examples of AI-powered learning and support
The value of sharing, community, and elevating individual voices
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In this episode of CELab, co-host Adam Avramescu and special guest star Beaker Tincher from Personio sit down with Andrew Matsiavin, co-founder of Parta.io, to share the story of how their partnership transformed their approach to Customer Education. We dive deep into the challenges of legacy e-learning tools, the need for branded and differentiated learning experiences, and how Parta’s collaborative platform enabled Personio to achieve a 50% efficiency gain in course creation.
These days emerging platforms like Parta embrace partnership, innovation, and the drive to create engaging, scalable content for global audiences. Listeners will hear firsthand how Personio’s team overcame localization hurdles, streamlined collaboration with subject matter experts, and integrated AI and automation to future-proof their learning programs. The episode also explores the broader impact of treating vendors as true partners, resulting in solutions that benefit not just one company, but the entire Customer Education community. Whether you’re a learning leader, Instructional Designer, or EdTech enthusiast, this episode is packed with actionable insights and inspiration.
The inefficiencies and limitations of legacy e-learning tools like Articulate and SCORM
How Personio achieved a 50% efficiency gain in course creation with Parta
The power of branded, differentiated learning experiences
Real-world collaboration between learning designers and subject matter experts
Overcoming localization and translation challenges at scale
The value of deep, responsive vendor partnerships
Future trends: AI-driven content discoverability and integration with business tech stacks
Lessons for building scalable, engaging customer education programs
What does it take to build a world-class customer education program in today’s fast-paced, global SaaS landscape? In this episode, Dave Derington sits down with Randon Ruggles, Director of Customer Education at Jamf, to unpack the journey from classroom teacher to industry leader. Randon shares how his team scaled from a handful of educators to a global force, leveraging modular content, short-form video, and agile operations to drive customer success and retention.
Listeners will get a behind-the-scenes look at Randon and his team’s innovative approach to content creation, localization, and data-driven decision-making. From the power of “Jamf Shorts” to the operational backbone of Atlassian tools, Randon and Dave explore the real-world challenges and solutions that make customer education a strategic differentiator. Whether you’re a team of one or leading a global org, this episode is packed with actionable insights and inspiration.
In this episode we cover:
Scaling customer education from startup to global enterprise
The power of modular, short-form video content (“Jamf Shorts”)
Integrating learning with product, support, and customer success
Using Atlassian tools (JIRA, Confluence) for agile content ops
Data-driven decision-making: metrics, dashboards, and A/B testing
Smart localization strategies for global reach
Building team synergy and cross-functional collaboration
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 customer success strategies.
Join Adam Avramescu and Dave Derington as they dissect the conference’s key moments, exploring the critical intersection of community, education, and technology. From Gainsight’s strategic acquisitions to the challenges of creating meaningful digital learning experiences, this episode offers a roadmap for customer education professionals navigating the complex world of modern customer success.
Key Topics:
Gainsight’s acquisition of Skilljar and its implications
AI’s role in customer education content creation
Scaling digital customer success strategies
Integrating education, community, and product experiences
Challenges of creating high-quality digital learning at scale
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 organizations can leverage these tools to dramatically improve customer onboarding and skill development.
Key Discussion Topics:
The limitations of traditional training methods
How virtual labs solve complex training challenges
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 some interesting topics, and we can’t help but wonder how AI will impact all aspects of our organization. Some key highlights:
How AI can now handle complex conversations, perhaps better than humans
Voice interfaces are becoming the new primary customer engagement channel
Restructure your knowledge base for AI readiness 🤖
How small teams can support millions of customers
The future of AI in business is constantly changing, and this conversation unlocks a lot of interesting and relevant topics. While Regal. ai is focused on Support – this is a massively important component to learning. Check it out today!
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 boosting customer engagement. He walks us through how AI and relational databases are helping streamline workflows, prioritize feedback, and improve product adoption. If you’re looking for ways to integrate operating models and AI into your customer education program for better scale and efficiency, this episode is a must-listen.
Key Takeaways
AI enhances course content development by analyzing feedback and automating updates.
Academy OS eliminates invisible labor by automating manual processes in content creation.
Prioritization of feedback and course updates is streamlined using AI and Airtable’s relational databases.
Connecting customer education data with product usage data shows clear correlations to product adoption and retention.
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 small business (SMB) and Enterprise customers, transforming traditional training approaches into adaptive, personalized learning journeys.
Key Takeaways:
The Two-Hump Problem: Different learning needs for SMB and enterprise customers
Customer education is more than training – it’s about driving behavioral change
Digital experiences are crucial, but they must be high-quality and tailored
Change management involves three key stages: 1. Awareness and desire 2. Knowledge and ability 3. Continuous reinforcement
Traditional training models are outdated in the fast-changing SaaS landscape
Platforms like Brainstorm are revolutionizing how companies deliver personalized learning
Success metrics should focus on future value anticipation, not just immediate training completion
Empowering customers to own their learning journey is critical for long-term success
We also discuss a 4-square (Eisenhower Matrix) model in this talk. Here’s an image to help visually demonstrate the vectors between self-directed and structured learning and how they apply to the spectrum of business, from SMB to Enterprise.
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 nearly 100 videos in months, using innovative tools like Synthesia for AI-powered narration and strategic content design, Camtasia for editing, Wistia for hosting, and Gainsight to bring it all together. Even more, with such a small team they leveraged content creation expertise through Greenmusk to accelerate delivery. The result? Over 150 certifications issued, dramatically reduced training overhead, and a learning platform that serves both customers and industry professionals.
Key Insights:
How to Build an Enterprise-Level Academy with Limited Resources
Leveraging AI and Smart Tools to Dramatically Reduce Training Time
Transforming Customer Onboarding from Live Sessions to Strategic 30-Minute Meetings
Creating a Learning Platform That Attracts Users Beyond Your Customer Base
Practical Strategies for Making Complex Software Training Engaging and Accessible
Whether you’re a Customer Success leader, a Training Professional, or tech innovator, this episode offers a blueprint for scaling education without scaling complexity.
Listen now and transform your approach to customer learning!
