In this episode of the Customer Education Lab, Adam Avramescu sits down with his Personio teammate and Senior Learning Experience Designer Roberto Aiello for a deep dive into what modern customer education really looks like in 2026. They unpack how an international company with an English working language and a massive German market grapples with localization, terminology, and tone—including why “just translate it” fails, and how to design for truly native experiences instead. Roberto shares concrete stories from Personio’s Voyager Academy, like localizing character names, handling UI screenshots in multiple languages, and deciding what not to translate.
From there, the conversation shifts into AI-assisted content creation and distribution. Roberto walks through how he used AI to co-create a compensation course—turning scarce SME time into a solid 60–70% draft—and then scaled that approach into reusable assistants for brainstorming, course design, and promotional comms. Adam and Roberto also dig into how they mapped academy content to activation milestones, setup wizards, and implementation email journeys, so customers see the right learning at exactly the right moment. If you care about Customer Education, Digital CS, or scaled CX, this episode is a masterclass in moving from “more content” to measurable customer outcomes.
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