CELab - Episode 163 - The Great Naming Debate

What do we call what we do? Is it Customer Education, Customer Enablement, Scaled CX, Digital CS, or something else entirely?

This episode features the return of serial guest and friend, Samantha Murray and both of our co-hosts - Adam and Dave - to spar about nomenclature (word of the day - the devising or choosing of names for things, especially in a science or other discipline). In this ever-evolving world of learning in B2B SaaS. Should we call our customer education, enablement, or something else entirely?

We explore how different organizations structure their customer-facing teams, the impact of titles and internal branding, and why the outcomes we drive may matter more than the names we use. You'll hear real-world examples from large and fast-moving organizations, insights from LinkedIn discussions, and even a bit of AI-generated analysis on the distinctions between customer education, enablement, and digital CS. The episode challenges listeners to rethink how teams are grouped, what outcomes they’re responsible for, and how the industry can move forward amid rapid technological and organizational change.

Highlights:

• The ongoing debate: Customer Education vs. Customer Enablement vs. Scaled CX
• How naming conventions and titles impact team structure and outcomes
• Real-world organizational examples and shifting internal branding
• The role of AI in analyzing industry trends and terminology
• The importance of aligning teams around shared outcomes, not just functions
• The pros and cons of top-down vs. fractional/flexible leadership models
• How to drive industry alignment during times of disruption and tech consolidation

Want to join the conversation? Jump into the the conversation that kicked this off on LinkedIn or join us in our Community platform to share your org structures and experiences!