Building confidence in customer education with Vicky Kennedy, CEO @Echtus

Todd and Casey are joined by Vicky Kennedy, an expert in customer education. They discuss the shift in market and the needs of companies when it comes to customer education. They also explore the challenges faced by both customers and SaaS vendors in providing effective education. Vicky emphasizes the importance of developing an education strategy before choosing a learning management system (LMS) and shares insights on building a modular curriculum. Learn how to measure success in customer education and the role of confidence-building in education programs. Takeaways: The needs of companies for customer education have shifted due to rapid innovation and the lack of industry-specific education in traditional programs. Companies need to take ownership of educating their user base and provide accessible and digestible education that is tailored to the customer's experience. When partnering with SaaS vendors, it is important to align on education strategies and find ways to avoid duplicative content. Before choosing an LMS, organizations should define their education strategy, program content, and target audience to ensure effective delivery. Measure the success of customer education programs by aligning them with business goals. Build confidence in customer education by focusing on outcomes and results. Align education programs with business strategy and develop business acumen in L&D professionals. Contents 00:00 Introduction 09:00 Challenges in Customer Education 11:10 Balancing Customer Education and SaaS Vendor Policies 13:33 Importance of Education Strategy Before Choosing an LMS 23:33 Measuring Success in Customer Education 24:24 Building Confidence in Customer Education 28:42 Common Misconceptions in L&D 31:38 The Importance of Strategy in Education Programs 38:13 Aligning Teams for Education Strategy 44:37 Analyzing the Impact of Education Programs Resources ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Casey⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Connect with Todd⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Visit the show page⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Get to know BrainStorm⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Credits Show direction: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Debra Wilson⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Show design: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Kensie Smith⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Show manager: ⁠⁠⁠⁠⁠⁠⁠⁠⁠Angela Allred