In this episode of the Customer Education Lab, Adam Avramescu sits down with his Personio teammate and Senior Learning Experience Designer Roberto Aiello for a deep dive into what modern customer education really looks like in 2026. They unpack how an international company with an English working language and a massive German market grapples with localization, terminology, and tone—including why “just translate it” fails, and how to design for truly native experiences instead. Roberto shares concrete stories from Personio’s Voyager Academy, like localizing character names, handling UI screenshots in multiple languages, and deciding what not to translate.
From there, the conversation shifts into AI-assisted content creation and distribution. Roberto walks through how he used AI to co-create a compensation course—turning scarce SME time into a solid 60–70% draft—and then scaled that approach into reusable assistants for brainstorming, course design, and promotional comms. Adam and Roberto also dig into how they mapped academy content to activation milestones, setup wizards, and implementation email journeys, so customers see the right learning at exactly the right moment. If you care about Customer Education, Digital CS, or scaled CX, this episode is a masterclass in moving from “more content” to measurable customer outcomes.
Episode Highlights:
Why localization ≠ translation, and how cultural nuance (e.g., The Simpsons in Italy) changes tone, jokes, and stereotypes.
The trap of forcing English tone and structure into other languages—and why native reviewers must have the final say.
How Personio decides what terminology to localize vs. leave in English (“Dinglish”), especially in tech and HR products.
Practical workflow: producing content in English, then using vendors + native reviewers + AI to localize efficiently.
Using AI assistants (via langdock) to:
Draft HR skill courses (like compensation) from SME interviews and public domain expertise.
Encode style guides, glossaries, and frameworks so drafts are on-brand and consistent.
Generate promo copy (emails, posts) as part of a repeatable, scalable workflow.
The real benefit of AI: freeing up time for strategic thinking—like distribution, campaigns, and mapping to business outcomes.
Why translation memory and maintenance are harder than translation itself, and why integration across tools matters.
Leveraging tools like Parta for on-brand, collaborative content creation, and Clueso for scalable, localized video.
Personio’s AI Surge Week: workshop design to help non-experts adopt AI for content creation through live examples and iteration.
Rebuilding the essentials learning path by mapping:
Activation milestones
Academy content
Setup wizard steps
Implementation email journeys
Example: surfacing targeted content at the people data upload step to reduce anxiety (GDPR, privacy, data scope).
Why “more content” is not the goal—surfacing the right content at the right time is.
The future: products that “talk” to customers, where education shifts from click-path tutorials to decision-making and critical thinking.
Customer education is outgrowing the idea of “just an LMS.” In this episode, Dave Derington sits down with Mia Čomić, Product Marketing Manager at LearnWorlds, to unpack how the platform is evolving from a traditional course host into a true learning operating system for modern SaaS. Mia shares how her background in Comparative Literature, localization, and academy building shaped her perspective on learning as a continuous product experience—not a one‑off content drop.
We explore how AI is reshaping Customer Education: from speeding up content creation to orchestrating just‑in‑time learning, routing the right learner to the right asset at the right moment. They dig into the 2026 State of AI in Customer Education report, the idea of “structured professional balance” between humans and AI, and why completion rates are no longer enough. If you’re leading Customer Education, CS, or scaled enablement and wondering how to make AI practical (not gimmicky), this episode is for you.
Key topics & takeaways
Why LearnWorlds is shifting from “course host” to learning product operating system
The difference between a content library vs. a true learning system
Why Customer ed teams “ask for a library but really need a system”
Using AI for orchestration, not just content generation
What “instructionally intelligent AI” means in practice
The concept of structured professional balance: AI speed + human control
AI as an orchestration layer across content, product signals, support, and lifecycle
Customer education as a stress test for AI‑driven learning
Why completion rates are the wrong north star; outcomes and behavior change matter more
Budget realities for AI in CE and how teams are experimenting with small spends
In this end-of-year special, Adam Avramescu and Dave Derington look back at 2025 through the lens of the things they love most outside of work: video games and live music. They unpack how titles like Helldivers 2, Peak, and Megabonk model great onboarding, community-based learning, and continuous engagement—and what Customer Education and Customer Success teams can steal from modern game design.
On the music side, they explore Louis Cole, King Gizzard & the Lizard Wizard, Black Country, New Road, St. Vincent, and Tune-Yards. Adam and Dave connect venue, context, and stagecraft to how we design learning environments, build resilient teams, and foster community around our programs. If you’re thinking about onboarding, product adoption, AI-era education, or how to keep your learners coming back, this episode is packed with fresh, unexpected parallels.
Onboarding by design: How Helldivers 2 uses scaffolding, mission flow, and “muscle memory over menus” to teach complex mechanics—mirroring ideal SaaS onboarding.
Context > content: Why the venue (Small venue vs. big noisy hall) transformed Louis Cole vs. King Gizzard orchestral shows—and how that maps to learning environments and attention.
Performance support vs. upfront training: Games as a model for balancing early instruction with in-the-moment guidance.
Community-based learning:Peakas a metaphor for learners pulling each other up the mountain via collaboration and shared discovery.
Resilient teams after setbacks: Black Country, New Road rebuilding after losing their lead singer—parallels to CE teams navigating layoffs and org changes.
Emergent learning & retention: How Megabonk and other games keep players experimenting and returning, similar to driving ongoing product adoption.
Edges and surprise in learning:St. Vincent and Tune-Yards using surprise, constraints, and audience participation to create memorable experiences—vs. bland, predictable training.
AI and emergent workflows: Early thoughts on how AI products shift education from “where to click” to “how to think and prompt.”
In this episode of CELab – The Customer Education Lab, host Adam Avramescu sits down with Bessie Weiss, Senior Director of Customer Education at Webflow, to unpack what it really takes to evolve a beloved PLG education motion into an enterprise-ready engine. Bessie shares how she inherited the iconic Webflow University, the “don’t mess it up” mandate from leadership, and the practical tradeoffs her team makes every day between pixel-perfect production and keeping pace with a rapidly changing SaaS + AI product.
They dive into the org design behind Webflow’s modern education function—video production, instructional design, platform, certifications, and onboarding—and how those pieces work together to support both self-serve users and large enterprise accounts. From launching high-stakes certifications in under a year, to deciding when humor helps (or hurts) learning, to using AI for exam development and just‑in‑time learning, this episode is a masterclass for Customer Education and Customer Success leaders building programs that actually move product adoption and revenue.
Highlights:
How Webflow University evolved from PLG top-of-funnel magnet to a dual PLG + enterprise education engine.
The “make it better, but don’t mess it up” mandate when inheriting a beloved program and community.
Balancing high production value vs. speed and scalability in a fast-changing SaaS + AI product.
Where marketing ends and education begins—and how Webflow split teams and responsibilities.
Structuring a modern education org: video, instructional design, platform/experience, certifications, onboarding.
Why rigid instructional design can backfire—and how to flex based on audience (developers vs. designers vs. marketers).
Designing high‑stakes, AI‑proctored certifications that are meaningful to partners and the ecosystem.
Using AI as a tool for question authoring, psychometrics, and in‑product just‑in‑time learning—without replacing humans.
Metrics that matter in PLG vs. enterprise: traffic and conversion vs. time‑to‑value, renewal, and expansion.
The future: customers learning via agents and contextual AI, but still needing conceptual scaffolding and strategy.
What happens when you stop thinking about “training” and start designing a revenue architecture? In this episode, we down with Sean Reay – a seasoned revenue enablement leader with experience at companies like Outreach and Canva, and now leading enablement for an AI-first CX company, Intercom. We unpack how AI, enablement, customer education, and customer success are converging into one continuous fabric of learning that spans your entire go-to-market motion.
This episode dives into ideas like an “operating system for execution that reduces friction,” why many traditional LMS-centric approaches need to evolve (or die), and how AI agents can finally deliver “learning in the flow of work” instead of more information overload. We explore practical patterns – from conversational intelligence tools to AI roleplay and contextual knowledge delivery in Slack – that help revenue and CS teams ramp faster, execute with clarity, and deliver truly personalized experiences at scale. If you’re in Customer Education, Enablement, or Customer Success and trying to make sense of AI, this conversation is a rich, tactical blueprint.
Key Takeaways:
From training to clarity: Why high-performing teams need an operating system for execution, not just more content.
AI in the workflow: How tools like Outreach, Gong, Intercom’s Fin, and AI-powered knowledge systems can surface the right guidance at the exact moment of need.
Personalization at scale: Using AI as a layer across your stack to tailor messaging, content, and guidance for different roles, segments, and customer journeys.
Agentic learning: The emerging pattern where AI agents watch, listen, and respond across tools (Slack, email, CRM, product) to drive just-in-time learning.
Customer education + enablement ≠ silos: How internal enablement content and external customer education should be co-created and re-used, not duplicated in isolation.
“Pull” vs. “push” learning: Moving away from mandated content dumps toward on-demand, contextually triggered support in tools like Slack and in-product.
AI-assisted coaching: Using call intelligence and AI roleplay to coach sales, CS, and trainers on talk time, questioning, and customer-centric behaviors.
Rethinking the LMS: Why static courses and rigid LMS structures struggle in modern SaaS, and what a more dynamic, AI-driven content fabric might look like.
Revenue architecture lens: Viewing the entire customer journey—from acquisition through expansion—as a continuous learning and behavior-change system.
Accountability and impact sprints: Using impact sprints and clear business outcomes to connect enablement & education work to measurable revenue and retention.
Are you ready to rethink the way your team delivers customer education? In this episode of CELab, host Dave Derington welcomes Sarah Sedgman, CEO and founder of LearnExperts, for an inspiring discussion about the power of AI in instructional design and customer training.
Sarah shares her decades of experience transitioning from instructional designer to entrepreneur, and how LearnExperts’ LEAi platform is reshaping training efficiency and scalability for SaaS and enterprise teams. Listen in to discover proven approaches to accelerate course development, create certification-ready exams, and empower both instructional designers and business experts to deliver high-quality, impactful customer learning at scale.
Key Topics:
How AI in LearnExperts accelerates course creation by up to 85% while ensuring quality and consistency
Overcoming human resistance to change when implementing new technology in learning teams
Practical use cases: Equipping non-instructional designers to build effective training content
Automating exam/question bank creation with built-in best practices for certification
Strategies for updating, customizing, and repurposing training materials quickly for evolving business needs
The importance of embedding domain expertise and learning science into scalable platforms
Enabling customer education teams to address backlogs and prevent customer churn
In the last episode of the CELab podcast, co-host Dave Derington explored the profound shifts redefining the learning landscape—from the legacy of transactional, revenue-generating education services to agile, outcome-driven customer enablement.
Customer Education and Education Services are converging, and Dave continues sharing his thoughts on how B2B SaaS organizations are reimagining what learning means for their customers, partners, and teams. Drawing on his journey through small to large businesses – including Atlassian, Outreach, Gainsight, and ServiceRocket – he breaks down why businesses need to move beyond simply selling training—embracing continuous, measurable, and truly impactful learning experiences. This offers listeners an inside look at the systems, teams, and metrics that set elite learning teams apart.
Packed with stories from the frontlines—including modular content wins, the challenge of getting measurable outcomes, and real examples of change led by forward-thinking leaders—this episode is a roadmap for anyone looking to level up their Customer Education or Customer Success game. Want to dive deeper or connect with us? Have stories to share? Reach out to us today through this link on the CELab website, or contact us through LinkedIn!
Episode Highlights:
Transition from revenue-driven to value and outcomes-driven learning strategies.
The “Trinity” of learning measurement: Learner identity, what’s learned, and usage data.
Modular, scalable content as a key to modern learning success.
Importance of aligning education, enablement, services, and customer success teams.
Continuous learning loops beat one-and-done training every time.
Tailoring without fully bespoke (costly) solutions: Balancing scale and relevance.
Embedding data and business outcomes in learning program design.
Practical examples from Atlassian, Gainsight, and more.
Tips for leveraging champions and blended content delivery.
What does the future hold for Customer Education in the ever-evolving world of B2B SaaS? In this solo episode, CELab co-founder and host Dave Derington explores the profound shifts redefining the learning landscape—from the legacy of transactional, revenue-generating education services to agile, outcome-driven customer enablement. Drawing on industry experience and personal insights, Dave examines how the disciplines of Education Services and Customer Education are merging to drive both business outcomes and Customer Success.
Listeners will discover how digital transformation, the subscription economy, and post-pandemic realities have forced learning organizations to adapt at unprecedented speed. Using real-world examples and honest reflection, Dave highlights practical strategies, common pitfalls, and the importance of continual innovation in customer education. Whether you lead a startup or enterprise, this episode arms you with actionable ideas for thriving in the modern era of learning.
Key Highlights:
Why Education Services and Customer Education are converging in SaaS
Lessons from legacy revenue-driven versus outcomes-based models
How the subscription economy demands faster, more agile learning solutions
COVID-19’s lasting impact on digital learning and engagement
Key risks in “old school” and modern on-demand training programs
The real-world business value of blending live and digital learning
Practical steps to improve adoption, reduce churn, and drive measurable customer success
The critical role of customer success-minded educators in today’s SaaS world
In this episode of the Customer Education Lab, host Dave Derington welcomes Dan Braithwaite, Senior Director of Product Training at Mediaocean, for a deep dive on modern Instructor-Led Training (ILT) and its powerful impact in B2B SaaS customer education. Dan shares real-world stories, practical frameworks, and a human-centered approach to ILT that has helped shape Mediaocean’s global learning strategy.
Tune in as we debunk ILT myths, unpack a hands-on framework spanning “Tell Me, Show Me, Let Me Try,” and discuss how to build truly engaging experiences for customers and internal learners. If you want actionable strategies on scaling customer education, maximizing engagement, and measuring impact, this episode is a must-listen!
Key Episode Topics & Highlights
ILT’s evolution: from “dead” to indispensable in SaaS training
Building global, scalable, virtual instructor-led programs
“Tell Me, Show Me, Let Me Try” framework
Multimodal learning and accommodating diverse learner styles
Turning classrooms into communities & leveraging peer learning
Avoiding common mistakes in new ILT programs
The power of thoughtful post-training experiences and measurement
Using feedback loops, NPS, support ticket data, and product engagement tools
Driving adoption, retention, and tangible business impact via training
In this episode of CELab, host Dave Derington sits down with April Trask, a leader in partner enablement and enterprise AI at Writer. April unpacks the evolving landscape of partner enablement, exploring how AI and generative tools are reshaping the way organizations educate both partners and customers. April shares her unique journey from academia to tech, offering candid insights into building scalable programs at companies like Dropbox, Slack, CrowdStrike, and Writer. The conversation dives deep into the differences between customer education and partner enablement, the challenges of aligning cross-functional teams, and the importance of adaptability in a rapidly changing industry. April and Dave also discuss practical strategies for leveraging AI in learning, the critical role of collaboration with product and marketing, and advice for professionals navigating the pressures of pipeline and revenue.
Key Topics & Takeaways for Customer Education and Customer Success:
The spectrum of partner enablement models and why “one size fits all” doesn’t work
How AI and generative tools are transforming learning experiences for partners and customers
The difference in motivations between partners and direct customers—and why it matters
Building scalable enablement programs from scratch in fast-growing companies
The importance of cross-functional collaboration (product, marketing, sales enablement)
Why playbooks must be flexible: lessons learned from adapting to new environments
Career advice for those moving from customer education to partner enablement
