In this episode of the Customer Education Lab, we sit down with Jess Katz, Senior Customer Education Manager at Forter, to unpack how she built an AI‑powered customer education function as a team of one. Jess walks us through her journey from joining Forter with a blank slate and an aggressive launch timeline, to orchestrating a “swarm” of more than 20 specialized AI agents that now support everything from research and course design to writing, video scripts, and brand voice.
You’ll hear how Jess leveraged an internal AI hackathon to create her first product‑ and brand‑trained agent, then scaled that approach into a full “agentic learning” stack using tools like Claude, Gemini, Glean, and video platforms such as Clueso—plus a next‑gen AI‑native LMS. She explains her step‑by‑step method for designing agents, reverse‑engineering “what good looks like,” and acting as the strategic director of a hybrid team of humans and AI. If you care about Customer Education, Customer Success, or doing more with less through AI, this episode is a practical, down‑to‑earth blueprint for where our field is heading.
Click here for our Agentic Learning Survey for Customer Education!
Episode Highlights:
Customer Education is evolving rapidly. We've come a long way from the days of "smile sheets" and attendance metrics being our guide to success....
Photo by Sincerely Media on Unsplash Join us for Part 2 of our crossover with another great podcast: He Said, Dee Said with Dee...
Photo by Eduardo Buscariolli on Unsplash In Adam Avramescu’s book, “Customer Education – Why Smart Companies Profit by Making Customers Smarter”, he first introduces...
