CELab - Ep 156 - Kevin Dunn - Harnessing AI & Operating Models for Scalable Customer Education

In this episode of CELab, we chat with Kevin Dunn, Senior Manager of Customer Education & Community at Airtable, and Adam Avramescu, to dive deep into how Airtable leverages operating models and AI to scale and streamline customer education. Kevin shares how the Academy OS—built entirely on Airtable—drives efficiency in course creation, content management, and feedback analysis, while also boosting customer engagement. He walks us through how AI and relational databases are helping streamline workflows, prioritize feedback, and improve product adoption. If you're looking for ways to integrate operating models and AI into your customer education program for better scale and efficiency, this episode is a must-listen.

Key Takeaways

• AI enhances course content development by analyzing feedback and automating updates.
• Academy OS eliminates invisible labor by automating manual processes in content creation.
• Prioritization of feedback and course updates is streamlined using AI and Airtable’s relational databases.
• Connecting customer education data with product usage data shows clear correlations to product adoption and retention.