In this episode, we reflect on the eventful year of 2024 for the CELab podcast. Dave shares his experiences as an independent consultant, highlighting the diverse range of customer education challenges he has tackled, from revamping existing programs to building new ones from scratch. He emphasizes the importance of active listening, humility, and leveraging a network of partners to deliver successful engagements.
Adam then provides insights into his own journey, discussing the cultural adjustments of living in Amsterdam and the evolution of the customer education function at Personio, now known as the Scaled CX team. He delves into the integration of customer education with digital customer experience practices, focusing on meeting customers where they are through various channels. We recap the first year of the CELab community and plans to enhance it in 2025. Looking ahead, they share their predictions for the year to come, including a deeper exploration of scaled digital initiatives, cross-functional collaboration, and the use of AI in customer education.
Episode Highlights:
Certifications can become a huge pillar of your Customer Education program, so they can be daunting to think about. How do you think about...
When companies start their first customer academies and education programs, they’re often filled with boring and irrelevant material that doesn’t resonate with customers, and...
Many people ask exactly how Customer Education can drive Revenue, reduce Churn, decrease Support tickets, and much more. Is it magic? Is it secret...
