Rethinking Customer Education in the Age of AI

AI has changed the game for Customer Education.

Product teams can innovate rapidly and deliver new features. Customer Education teams can produce more content in less time. But sheer volume does not necessarily translate to positive customer outcomes. Your organization needs a clear strategy to ensure your programs continue to deliver real results during AI transformation.

CEdMA President Debbie Smith addresses the mindset shift Customer Education teams must adopt to succeed in this ever-evolving landscape, providing practical frameworks for (re)aligning training with customer needs.

Topics Covered:

• The AI landscape.

  More product updates, more content, more often. Customer Education teams face a new challenge: focusing their output on outcomes, while avoiding overwhelming customers with irrelevant information.

• Shifting from inside-out to outside-in.

  The traditional, product-first approach to training delivery is ineffective, especially in the AI era. Outside-in, or outcome-based learning is essential for customers to gain real-world experience and confidence, which in turn drives adoption.

• 'Jobs to Be Done’ framework.

  Keeping your customers at the heart of your programs means tailoring every bit of content to their desired outcomes. This framework ensures progress, not just information overload.

Who Should Watch: Customer Education Directors and Managers, Chief Learning Officers, Learning & Development Professionals, Training Managers and team members, and Anyone responsible for customer onboarding, training, and enablement