In this episode of CELab, we chat with Kevin Dunn, Senior Manager of Customer Education & Community at Airtable, and Adam Avramescu, to dive deep into how Airtable leverages operating models and AI to scale and streamline customer education. Kevin shares how the Academy OS—built entirely on Airtable—drives efficiency in course creation, content management, and feedback analysis, while also boosting customer engagement. He walks us through how AI and relational databases are helping streamline workflows, prioritize feedback, and improve product adoption. If you're looking for ways to integrate operating models and AI into your customer education program for better scale and efficiency, this episode is a must-listen.

• AI enhances course content development by analyzing feedback and automating updates.
• Academy OS eliminates invisible labor by automating manual processes in content creation.
• Prioritization of feedback and course updates is streamlined using AI and Airtable’s relational databases.
• Connecting customer education data with product usage data shows clear correlations to product adoption and retention.

In this dynamic episode of CELab, Todd Kirk from BrainStorm joins with Dave Derington for a dive deep into the complex world of customer education, unveiling the "Two-Hump Problem"! What's that, you say? It's a different way to think about learning challenges that plague B2B SaaS companies working to deliver effective learning experiences. They explore how organizations can bridge the gap between small business (SMB) and Enterprise customers, transforming traditional training approaches into adaptive, personalized learning journeys.

Key Takeaways:

• The Two-Hump Problem: Different learning needs for SMB and enterprise customers
• Customer education is more than training - it's about driving behavioral change
• Digital experiences are crucial, but they must be high-quality and tailored
• Change management involves three key stages: 1. Awareness and desire 2. Knowledge and ability 3. Continuous reinforcement
• Traditional training models are outdated in the fast-changing SaaS landscape
• Platforms like Brainstorm are revolutionizing how companies deliver personalized learning
• Success metrics should focus on future value anticipation, not just immediate training completion
• Empowering customers to own their learning journey is critical for long-term success

We also discuss a 4-square (Eisenhower Matrix) model in this talk. Here's an image to help visually demonstrate the vectors between self-directed and structured learning and how they apply to the spectrum of business, from SMB to Enterprise.

In this episode of the CELab podcast, host Dave Derington sits down with Casey Izzo from Bionic Advertising Systems to unpack an extraordinary journey of digital transformation. Learn how a small team turned their high-touch CSM-led software training into an accessible, scaled digital success experience.

Casey shares her team's remarkable achievement of developing a comprehensive academy with nearly 100 videos in months, using innovative tools like Synthesia for AI-powered narration and strategic content design, Camtasia for editing, Wistia for hosting, and Gainsight to bring it all together. Even more, with such a small team they leveraged content creation expertise through Greenmusk to accelerate delivery. The result? Over 150 certifications issued, dramatically reduced training overhead, and a learning platform that serves both customers and industry professionals.

Key Insights:

• How to Build an Enterprise-Level Academy with Limited Resources
• Leveraging AI and Smart Tools to Dramatically Reduce Training Time
• Transforming Customer Onboarding from Live Sessions to Strategic 30-Minute Meetings
• Creating a Learning Platform That Attracts Users Beyond Your Customer Base
• Practical Strategies for Making Complex Software Training Engaging and Accessible

Whether you're a Customer Success leader, a Training Professional, or tech innovator, this episode offers a blueprint for scaling education without scaling complexity.

Listen now and transform your approach to customer learning!