CELab - Ep 167 - Dan Braithwaite - ILT Reborn! How Mediaocean Builds Engagement & Community in Customer Education through Live Engagement

In this episode of the Customer Education Lab, host Dave Derington welcomes Dan Braithwaite, Senior Director of Product Training at Mediaocean, for a deep dive on modern Instructor-Led Training (ILT) and its powerful impact in B2B SaaS customer education. Dan shares real-world stories, practical frameworks, and a human-centered approach to ILT that has helped shape Mediaocean’s global learning strategy.

Tune in as we debunk ILT myths, unpack a hands-on framework spanning “Tell Me, Show Me, Let Me Try,” and discuss how to build truly engaging experiences for customers and internal learners. If you want actionable strategies on scaling customer education, maximizing engagement, and measuring impact, this episode is a must-listen!

Key Episode Topics & Highlights

• ILT’s evolution: from “dead” to indispensable in SaaS training
• Building global, scalable, virtual instructor-led programs
• “Tell Me, Show Me, Let Me Try” framework
• Multimodal learning and accommodating diverse learner styles
• Turning classrooms into communities & leveraging peer learning
• Avoiding common mistakes in new ILT programs
• The power of thoughtful post-training experiences and measurement
• Using feedback loops, NPS, support ticket data, and product engagement tools
• Driving adoption, retention, and tangible business impact via training