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-winning learning practitioners, consultants, content experts, engagement professionals, developers, and engineers help the largest and fastest-moving brands in the world successfully educate their customers, partners, and employees.
About the Show
CELab is the Customer Education Lab for Innovative Customer Success, Enablement, and Marketing Teams. Our mission is to explore how to build Customer Education programs, experiment with new approaches, and exterminate the myths and bad advice that stop growth dead in its tracks.
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”) as he shares his, and Docebo’s, mission to align education and advocacy and consolidate education programs to achieve that next level of customer success.
Docebo is one of the industry’s fastest-growing and most innovative learning technology companies, and employs over 800 global innovators who serve over 3000 customers around the world. Docebo is currently used by some of the best brands in the world, including L’Oreal, Zoom, Kiehl’s, ZipRecruiter, Walmart, and more. Docebo believes that learning is for everyone, and always put the customer first. In October of 2019, Docebo successfully launched their first IPO on the Toronto Stock Exchange (TSX: DCBO), followed by the launch of NASDAQ (NASDAQ: DCBO) in December of 2020.
About the Show
CELab is the Customer Education Lab for Innovative Customer Success, Enablement, and Marketing Teams. Our mission is to explore how to build Customer Education programs, experiment with new approaches, and exterminate the myths and bad advice that stop growth dead in its tracks.
Listen in as we discuss:
National Chocolate Mousse Day + more
Adam’s background and path to Docebo
Empowering users to best utilize products and services
Academy vs. University
Educational ‘interventions’ and how they work together
Building a community of advocates
Customer-led growth is top of mind
Retention and expansion of customer base
Consolidated or hybrid work for disparate audiences
Docebo employees taking the same training as customers
Collaborating with customers and how they train their audiences
Governance, and a ‘hub and spoke’ model
Docebo University, Docebo Advocacy, and Docebo Community
Creating awards and why your customers should apply for them
And – please – if you’ve found value in this podcast, share with your friends, your peers, and your network to help us “Find the Others”!
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 – Videate enables SaaS companies to scale video production by making more how-to videos with fewer resources. Videate keeps your videos up-to-date with every software release and uses machine translation to globalize your content across all the languages you support.
About the Show
CELab is the Customer Education Lab for Innovative Customer Success, Enablement, and Marketing Teams. Our mission is to explore how to build Customer Education programs, experiment with new approaches, and exterminate the myths and bad advice that stop growth dead in its tracks.
Listen in as we discuss:
Video content is hard, but AI is here to help
Screen recording and its software limits
Frequent software changes, a shortage of expert video resources, and the move from long-form to short-form video
Getting more content without adding more staff
Globalizing, updating, and maintaining your content for customers
Videate.io – how it works
Screen recording, voiceovers, avatars, and machine translation
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 the dreaded churn.
Behind all the playbooks, call-to-actions, harried calls to “save a customer” is one persistent activity that works: Customer Education! In this episode we’re joined by Laura Evans and Parker Thompson of Thinkific, and learn how to harness the power of education as a growth tool for business. We also hear about some incredible Customer Success Stories leveraging the new Thinkific Plus platform.
Listen in as we discuss:
The evolution of the company from a course to a platform
What is customer education about?
The background and evolution of Thinkific
Single sign-on and how it reduces friction
Ways to implement customer education
What is the secret sauce of the Thinkific Plus platform?
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 leaders, and they are continuing to look back at their journey to dissect mistakes they made and what they learned from them.
In Part 2, we pick up the thread by being vulnerable and really diving into the challenges that we’ve felt over the years. And as with Part 1, we feature a number of you listeners including Phil Byrne, Mike Di Gregorio, Lisa Rothrauff, and Melissa VanPelt. What advice do we have to our past selves? Some topics include …
Going down the rabbit hole of training
Advice to other leaders
How to deal with stress and overwhelm
Outreach and the importance of sharing your story
Putting yourself on the shelf and sticking to fundamentals
The importance of consistency
Learn some management techniques
Our favorite episodes of the podcast
Remember, “Finding the Others” is our goal. If you want to connect with us to share your experiences in this growing Community of Practice for Customer Education, please use our contact us form. We love to hear from you! Thanks to all of you for continuing to support CELab.
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 are looking back at their journey to dissect mistakes they made and what they learned from them. We also asked Customer Education leaders who have appeared in our previous episodes to call in with their valuable advice to their past selves, which you’ll hear throughout the show.
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 Amplitude, walks us through how she builds and develops teams to balance different skill sets and remain resilient and adaptable through changes in business strategy, skill requirements, and economic landscapes. She talks about the balance between “constant skills” and “fluid skills” in hiring and developing team members’ careers and gives advice on building high-performing teams who thrive in ambiguity.
In this episode we discuss …
Importance of product telemetry
What is it that you need from your team?
How to design for how people learn
Hire for attributes or potential over experience
Hiring a generalist or a specialist
Differences between theory and practice instructional designers
The value of contextual awareness and curiosity in content design
Creating a specific type of experience that supports instructional goals
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 to discuss:
The role of education in implementation
Leading and lagging lagging indicators
Investing in customer education and customer success
Making customer education a part of the solution
How customer education is the scale engine of customer success
The importance of customer education and compliance
Product training for professionals and users
Is customer education expected to be free?
Strategic thinking is really important
How to promote your training programs
Measuring the different levels of customer education
Why certification and credentialing is important?
How to formalize customer education
What’s different about customer education today?
At the end of this journey, we feel more connected to our successors and have a better understanding that what we do as Customer Education Leaders and Practitioners. Let’s work together to make this field a crucial part of any organization.
