Ep 115 - Shellie Grieve - Cohort Learning in Customer Education

In this episode, Dave Derington chats with Shellie Grieve, the Director of Collaborative Learning at ServiceNow. You’ll hear about the landscape of cohort learning and its role in customer education, the impact of the pandemic on traditional training programs, and the importance of overhauling them to be more targeted and scalable. Grieve shares her journey from her STEM background to her current role and the need for innovation in virtual program design. The discussion also covers the role of gamification in learner engagement, the potential of video assessments in job readiness, and the broader skill development needed for success in the digital world.

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 Best Friends Day
Cohort learning and its applications in customer education
Learning modalities in a cohort setting
Impact of the pandemic on traditional training programs
Shellie’s journey to corporate training
Virtual program design
The power of gamification in learner engagement
Video assessments - producing job-ready individuals
Adapting training programs during the pandemic
Overhauling the Master Architect Program at ServiceNow
The use of social media-like features to drive engagement
The role of AI and machine learning
How cohort learning can equip people with necessary skills
Important moments that matter in the learning journey
Setting goals and objectives for cohort learning
Reach out to Shellie
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