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 “Team Sport”, focused on four key subjects supporting XaaS initiatives, from digitalizing the personalization of learning, reviewing the customer’s experience within the education org, driving value, and gathering and sharing data.
Download and read the report and join us as we break down and react to this great report from Maria Manning-Chapman.
As the discipline of Customer Education has grown, this report dives deep into more of the evidence that you need to make your case for Customer Education. In this episode we continue our tour de force through the 2022 State of Customer Education Industry reports, featuring Thought Industries and IDCs joint report.
Spending is up. Revenue is up. And above all, KPIs such as Brand Awareness, Decision Making, success of Onboarding, Adoption, and more are all trending up because of the impact that we as Customer Education practitioners are making.
Listen in as we dissect yet another amazing report and make it fun. You won’t want to miss it.
Each and every year our emerging industry of Customer Education sees vendors and other organizations create their “State of Customer Education” reports, and this year is no exception to our typical coverage. These reports are crucial in understanding the developing trends.
Major themes this year that we discuss?
Measuring Educational Outcomes
Training Teams and Infrastructure
Content and Training Formats
We’re always excited to see these reports and discuss each year. What are the commonalities and differences between these reports? Make sure you read and follow along as we dive into this great material!
In this episode, we speak with Phil Byrne, Manager of Product Education at Intercom.
Through the lens of choosing the right metrics, Phil takes us on a journey through one of our favorite topics: breaking into Customer Education. Phil wasn’t always a Customer Education professional: in fact, he joined Intercom with a background in music and video production. In his time at the company, he’s been through a journey of experimentation, using metrics and data to create better videos and tie his educational efforts to behavior change. Over time, he took bolder bets to experiment with the value of self-service and proactive support techniques.
These days, Phil manages a variety of educational programs that have driven Intercom users’ success over time. Tune in to hear more about his journey and what he learned along the way, as well as what you can learn if you’re breaking into Customer Education.
Customer Education programs grow and mature alongside products and platforms as a software business grows. And, at some point, Localization becomes a hot topic.
What is Localization in Customer Education?
In this episode we welcom Courtney Sembler, Director of Hubspot Academy, to have a frank and honest discussion with Adam about Localization and, related subjects – translation and globalization too!
Why? As our organizations grow we need to able to provide product in multiple languages for global learners and users. How do they have resources to use our products in different languages?
How do we think about leadership in Customer Education? In previous episodes of the CELab Podcast, we have talked about next generation of leaders and what they need to do up to set the stage for the next generation of leaders?
In this episode, Alessandra Marinetti and Adam Avramescu discuss the book “Tribal Leadership” by Dave Logan, John King, et. al. Customer Education often finds it’s way into emerging and growing (start-up) cultures. This book gets to the core of organizational growth and how to help work cultures progress through the stages of innovation and productivity.
Join us as we work – out loud – to discuss different views on how we think about can better approach leadership, managing teams, and involving others in conversations about our work in Customer Education.
Customer Education is not a “walk in the park”. But in this episode, Adam and I take a stroll (literally) through the Hirim M. Chittenden Ballard Locks in Seattle, Washington and talk about our learning journeys.
This episode was recorded before Adam began his brand new role as VP of Customer Education and Engagement at Personio, and when Dave was brand new starting as the Director of Customer Education at ServiceRocket.
This is a more conversational discussion as compared to our typical episodes – but we are inviting you in to join us as we let our thoughts wander as we wonder through the Ballard Locks.
The Customer Education Playbook – A Great Addition to our Customer Education libraries!
For Leaders and Practitioners, there are few books out there on the market which appeal specifically to the Customer Education Market which is why we always put the spotlight on any new seminal work on the subject.
Join us for a fun and insightful discussion that follows the “origin story” of the book, and dives deep into the challenges that Barry and Daniel have seen in our emerging industry and how this playbook, with it’s 12- step approach, can help you build an impactful, scalable Customer Education program.
How does the next generation of Customer Education leaders prepare for their roles? How can you become a Customer Education Leader? What can we, as the current leaders, do to prepare them? These meaty topics are close to our hearts, and Dave and Adam discussed them with Stephanie Pellegrino on CELab episode 77: The Next Generation of Customer Education Leaders.
If you want to become a Customer Education leader, this is a prime time: demand is outpacing supply for leaders who have “seen the movie” and been through several cycles building and leading teams. This means there are more opportunities for current CEd specialists to move into leadership roles.
But this isn’t easy today, as new leaders are expected to come up to speed quickly. It wasn’t easy for us either, when we were getting started. We grew into leadership positions at a time where there was very little information out there on how to run a Customer Education function in a SaaS business, especially one outside of more traditional Education Services.
Now there’s much more information out there: more books, podcasts, communities, and leaders working out loud and sharing their experience. But what these resources still won’t tell you is what you’re actually walking into as a CEd leader, or how to prepare to get into that position.
We’ve put together a few tips based on our discussion in the podcast, as well as our experience as Customer Education leaders.
Over the years, many Customer Education practitioners have come to us at CELab asking, “How do I move up in my Customer Education career?”
What are some of the big mistakes we’ve made or even big questions that we couldn’t answer?
How can you as a new leader avoid them?
How can we as Customer Education leaders help set up the next generation for success?
And for this episode we talk with the one and only Stephanie Pellegrino – Director of Customer Education and Training at Gong.io!
Join us for another incredible episode of CELab where we talk candidly and honestly about what we’ve learned, mistakes (happy accidents) we’ve made, and how you can avoid them.
