In this episode of the Customer Education Lab we sit down with longtime friend and customer education leader Lila Krutel at Skilljar by Gainsight to unpack how MCP (Model Context Protocol) and modern AI tools like Claude are reshaping the role of Customer Education in B2B SaaS. Together they explore how MCP acts like “arms” for your AI assistant—connecting it to systems like your LMS and Customer Success Platform so you can finally query, explore, and analyze your own data without waiting in the CS Ops queue.
Lila shares concrete, in-the-trenches stories from Gainsight, including how she used Gainsight’s CS MCP plus Claude to identify customers with unused training passes, analyze the business impact of admin certification, and start connecting education programs to ARR and retention - all without writing SQL or begging for a special report. If you’ve ever felt blocked by data access, stuck waiting on BI dashboards, or unsure how to “prove” the value of education, this conversation will show you the art of the possible and give you practical ways to start experimenting—safely, skeptically, and out loud—with AI in your own CE or CS org.
Customer education has outgrown the LMS era. In this episode of CELab we down with Zayd Badwan, Chief Revenue & Customer Officer at Uplimit,...
It’s 2023! Dave and Adam share predictions for the coming year – what are the big trends to watch, and what are the ones...
Our next “State of the Industry” report review comes from Forrester and Intellum with their 2019 paper: “Increase Revenue and Improve Customer Retention Through...
