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.
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...
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 Share with your peers, help us find “the others” Resources: Mark Hellinger LinkedIn Videate Camtasia Customer Education Talented Learning Dave Derington Twitter Dave Derington LinkedIn
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...
“Now is the right time for Customer Education.” as Cushing Anderson and Lisa Rowan say in the their Thought Industries’ sponsored report. As the discipline of Customer Education has grown, this report dives deep into...
In the lead-up to Fall 2022 Conference Season, we will be releasing a three-part mini-series covering a number of reports. Here, we cover Skilljar’s 2022 Customer Education Benchmarks and Trends Report. Each and every year...
In the lead-up to Fall 2022 Conference Season, we will be releasing a three-part mini-series covering a number of reports. Here, we cover Skilljar’s 2022 Customer Education Benchmarks and Trends Report. Each and every year...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
While Customer Education has been around for many years, we at CELab attribute it’s re-emergence to the Customer Success movement. And with that, we invite special guest Nick Mehta – CEO of Gainsight – to...
While Customer Education has been around for many years, we at CELab attribute it’s re-emergence to the Customer Success movement. And with that, we invite special guest Nick Mehta – CEO of Gainsight – to...
For this episode, we welcome Melissa VanPelt who leads Seismic’s Global Education and Advocacy program at Seismic. We’ve hoped to have Melissa on the show for some time, and this is an episode you’ll truly...
For this episode, we welcome Melissa VanPelt who leads Seismic’s Global Education and Advocacy program at Seismic. We’ve hoped to have Melissa on the show for some time, and this is an episode you’ll truly...
It’s Valentine’s Day and our gift to the CELab Community was intended to be a “Mini”. Turned out, both Adam and Dave got on a roll and at about the 31 minute mark, Adam can...
It’s Valentine’s Day and our gift to the CELab Community was intended to be a “Mini”. Turned out, both Adam and Dave got on a roll and at about the 31 minute mark, Adam can...
Photo by Suzanne D. Williams on Unsplash Are you wondering how to move from K-12 to Customer Education? Or academia to corporate learning? In this episode, we’re diving into how Customer Education professionals get into the business. Many professionals make a move into Customer Education from teaching, K12 or academia. Others move from Customer Success to Customer Education. Today’s guest has actually worked in each of those worlds! So tune in for a discussion with Monica Sindwani from AgentSync. Monica made the move from teaching to Customer Success and Customer Education. In this episode, she shares tips for teachers and academics making the move into instructional design or corporate learning. We discuss the paradox of transferable skills and how intellectual humility plays a big part in reskilling. And we talk about how programs like Salesforce Trailhead and other credential programs can be a huge asset for anyone looking to move into the technology field. Episode Links: Pivoting out of Edu Podcast
Photo by Suzanne D. Williams on Unsplash Are you wondering how to move from K-12 to Customer Education? Or academia to corporate learning? In this episode, we’re diving into how Customer Education professionals get into the business. Many professionals make a move into Customer Education from teaching, K12 or academia. Others move from Customer Success to Customer Education. Today’s guest has actually worked in each of those worlds! So tune in for a discussion with Monica Sindwani from AgentSync. Monica made the move from teaching to Customer Success and Customer Education. In this episode, she shares tips for teachers and academics making the move into instructional design or corporate learning. We discuss the paradox of transferable skills and how intellectual humility plays a big part in reskilling. And we talk about how programs like Salesforce Trailhead and other credential programs can be a huge asset for anyone looking to move into the technology field. Episode Links: Pivoting out of Edu Podcast
Photo by Sincerely Media on Unsplash Join us for Part 2 of our crossover with another great podcast: He Said, Dee Said with Dee Kapila from Miro and Ryan Roch from Cisco. We continue our Pop Culture thread on how Video Games, Music, and Video does or doesn’t apply to Customer Education. We range far and wide with this final episode of 2021! Happy New Year from CELab and all of us in the Customer Education community! And as always, check below for a full transcript of the show!
Photo by Sincerely Media on Unsplash Join us for Part 2 of our crossover with another great podcast: He Said, Dee Said with Dee Kapila from Miro and Ryan Roch from Cisco. We continue our Pop Culture thread on how Video Games, Music, and Video does or doesn’t apply to Customer Education. We range far and wide with this final episode of 2021! Happy New Year from CELab and all of us in the Customer Education community! And as always, check below for a full transcript of the show!
Photo by Ian Schneider on Unsplash In previous years, our year-end episode is where we like to kick back and have some fun! We've done episodes on what Radiohead and David Bowie can teach us about Customer Education. But this year we thought we'd mix it up and do a crossover with another great podcast: He Said, Dee Said. Where the Dee in question is our friend Dee Kapila, who leads Customer Education at Miro! And the He in question, is her husband Ryan Roch who a Customer Success Executive at Cisco. Join us for Part 1 where we share a Pop Culture topic – something we’ve enjoyed in the last year (or in the pandemic) and debate how it does/doesn’t apply to Customer Education! We range wide over a ton of subjects and there are true gems! Make sure you catch He Said, Dee Said too. How are Roguelikes like Enterprise SaaS software? Well … you’ll just have to listen to find out!
Photo by Ian Schneider on Unsplash In previous years, our year-end episode is where we like to kick back and have some fun! We've done episodes on what Radiohead and David Bowie can teach us about Customer Education. But this year we thought we'd mix it up and do a crossover with another great podcast: He Said, Dee Said. Where the Dee in question is our friend Dee Kapila, who leads Customer Education at Miro! And the He in question, is her husband Ryan Roch who a Customer Success Executive at Cisco. Join us for Part 1 where we share a Pop Culture topic – something we’ve enjoyed in the last year (or in the pandemic) and debate how it does/doesn’t apply to Customer Education! We range wide over a ton of subjects and there are true gems! Make sure you catch He Said, Dee Said too. How are Roguelikes like Enterprise SaaS software? Well … you’ll just have to listen to find out!
Photo by Stephen Phillips – Hostreviews.co.uk on Unsplash It's one thing to say that you “Lead with Data” (emphasize air quotes). It's another thing entirely to build the kind of dashboards and reports that will allow you to do it. In this episode Christy Hollingshead, Senior Director of Customer Education at Heap, guides us into safely into that territory. While many of us lean on metrics like Completion Rates or attempt to use the Kirkpatrick Model to assess the performance (and value) of their content which doesn’t take into account how one’s educational material impacts the business. In B2B Software-as-a-Service (SaaS) businesses we gauge performance through a different kind of vocabulary, using terms such as Adoption, Churn, Retention, which are often new and perhaps alien concepts to those new to the discipline of Customer Education. Focus on these kinds of metrics can and do earn Customer Education and Enablement leaders a seat at the executive table. We think that anybody can easily work with data they have about their program to build helpful Reports and Dashboards or simply gain insights into how customers’ are using educational material to help their businesses
Photo by Stephen Phillips – Hostreviews.co.uk on Unsplash It's one thing to say that you “Lead with Data” (emphasize air quotes). It's another thing entirely to build the kind of dashboards and reports that will allow you to do it. In this episode Christy Hollingshead, Senior Director of Customer Education at Heap, guides us into safely into that territory. While many of us lean on metrics like Completion Rates or attempt to use the Kirkpatrick Model to assess the performance (and value) of their content which doesn’t take into account how one’s educational material impacts the business. In B2B Software-as-a-Service (SaaS) businesses we gauge performance through a different kind of vocabulary, using terms such as Adoption, Churn, Retention, which are often new and perhaps alien concepts to those new to the discipline of Customer Education. Focus on these kinds of metrics can and do earn Customer Education and Enablement leaders a seat at the executive table. We think that anybody can easily work with data they have about their program to build helpful Reports and Dashboards or simply gain insights into how customers’ are using educational material to help their businesses
Photo by Martin Adams on Unsplash We’ve covered Instructional Design 101 topics on CELab before, but what about more advanced techniques? Once you’ve covered the basic frameworks, what are other evidence-based concepts that you can incorporate into your learning programs? In this episode, Mike Di Gregorio, PhD, Director of Client Onboarding at Top Hat, walks us through how he incorporates advanced instructional design techniques to educate an audience of higher education professionals. We discuss the differences and similarities between traditional Instructional Design and the more modern face of Learning Experience Design, and how each of them play into the Customer Education world. We also discuss one of the key skills for any instructional designer: managing cognitive load for your learners, and making sure that they are not overwhelmed with too much information to process. We cover techniques that enhance learning transfer – in other words, getting learners to actually do what you taught them to do – and how you can incorporate them into your learning design. And finally, we talk about everyone’s favorite topic: Assessments! Specifically, how to go beyond “smile sheets” and how assessments can inform the way you iterate on content and drive your KPIs.
Photo by Martin Adams on Unsplash We’ve covered Instructional Design 101 topics on CELab before, but what about more advanced techniques? Once you’ve covered the basic frameworks, what are other evidence-based concepts that you can incorporate into your learning programs? In this episode, Mike Di Gregorio, PhD, Director of Client Onboarding at Top Hat, walks us through how he incorporates advanced instructional design techniques to educate an audience of higher education professionals. We discuss the differences and similarities between traditional Instructional Design and the more modern face of Learning Experience Design, and how each of them play into the Customer Education world. We also discuss one of the key skills for any instructional designer: managing cognitive load for your learners, and making sure that they are not overwhelmed with too much information to process. We cover techniques that enhance learning transfer – in other words, getting learners to actually do what you taught them to do – and how you can incorporate them into your learning design. And finally, we talk about everyone’s favorite topic: Assessments! Specifically, how to go beyond “smile sheets” and how assessments can inform the way you iterate on content and drive your KPIs.
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