PODCAST · technology
CELab: The Customer Education Lab
by CELab
CELab is the Customer Education Lab for Innovative Customer Success, Enablement, and Marketing Teams. Our mission is to explore how to build Customer Education programs, experiment with new approaches, and exterminate the myths and bad advice that stop growth dead in its tracks.
Episodes
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CELab - Ep 189 - Stop Throwing Content at the Problem: Talya Reynolds on Contextual, Data-Driven Product Education
Producing customer education content has never been cheaper, and that’s exactly why making more of it is no longer the answer. The teams pulling ahead are the ones making smarter decisions about what to build, when to show it, and where it should live. In this episode, Adam sits down with Talya...
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CELab - Ep 188 - Customer Education Doesn’t Have a Confidence Problem - It Has a Visibility Problem: Irana Wasti of Thought Industries
Customer education doesn’t have a confidence problem. It has a visibility problem wearing a confidence problem’s clothes. Thought Industries’ 2026 State of Customer Learning & AI Report found that 99% of leaders are confident their program influences business outcomes and 72% say they have the…
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CELab - Ep 187 - Customer Education Comes First: How Anna-Lena Kress Flipped the Content Flow at quantilope
At most B2B SaaS companies, the customer comes last. Product announces, internal enablement scrambles, marketing drafts, documentation piles on — and the customer-facing material gets slapped together at the end by whoever’s left. Anna-Lena Kress, Senior Learning Experience Designer at…
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CELab - Ep 186 - Build Once, Distribute Many: Stop Making Your Customers Come to You
Every Customer Education team eventually hits the same wall: you build something genuinely good, and it quietly dies behind a portal your customers never log into. We call that an engagement problem. It isn't. It's a distribution problem — and most of us are still solving it one channel at a…
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CELab - Ep 185 - The Four Faces of AI Resistance: Eve Kedar on Why Customer Education Should Own the AI Rollout
Most companies handed the internal AI rollout to whoever sits closest to revenue — Sales Enablement or RevOps — and adoption promptly stalled at the login screen. In this episode, Dave reunites with his old Gainsight colleague Eve Kedar, EdD — Revenue Execution Architect at EK Consulting, author…
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CELab - Ep 184 - Your Biggest AI Problem Isn’t Skills - It’s Belief: Customer Education in the Age of AI
In this kickoff to Season 8 of the CELab podcast, host Dave Derington sits down with Anya Eydman to explore a provocative idea: our biggest AI problem in Customer Education isn’t a skills gap or a technology gap - it’s a belief gap. Anya draws on her background in corporate finance, small…
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CELab - Ep 183 - Your Product Isn’t Too Complex for AI: Georg Gottschalk on ERP, Partners, and Learning at Scale
In this episode of the Customer Education Lab, Georg Gottschalk, VP of Global Education at Acumatica, to unpack what it really takes to build a skill infrastructure around a highly complex ERP platform. Georg traces his journey from early work with SAP and manufacturing optimization, through...
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Stop Hiring SMEs as Trainers: How Optro Scales Live Training That Actually Protects Revenue
In this episode of CELab, Dave Derington sits down with Tim Devine, who built Optro's (formerly AuditBoard) live training program from a solo effort in 2021 into a three-person team running roughly 250 custom training engagements a year. Tim's thesis is deceptively simple and a little…
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CELab - Ep 181 - Kelly Mullaney - From “Team of One” to 10x Impact: How AI Is Rewiring Customer Education
In this episode of the Customer Education Lab, Adam Avramescu sits down with Kelly Mullaney, Head of AI Guild at Juniper Square, to unpack how AI is actually changing Customer Education. Kelly traces his journey from tax tech writer at Microsoft, to leading Customer Education at Envestnet, to...
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CELab - Ep 180 - Lila Krutel - How MCP + AI Are Shifting Power Back to Customer Education Leaders
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...
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CELab - Ep 179 - How Jess Katz Built an AI‑Powered Customer Education Org as a Team of One
In this episode of the Customer Education Lab, we sit down with Jess Katz, Senior Customer Education Manager at Forter, to unpack how she built an AI‑powered customer education function as a team of one. Jess walks us through her journey from joining Forter with a blank slate and an aggressive...
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CELab - Ep 179 - How Jess Katz Built an AI‑Powered Customer Education Org as a Team of One
In this episode of the Customer Education Lab, we sit down with Jess Katz, Senior Customer Education Manager at Forter, to unpack how she built an AI‑powered customer education function as a team of one. Jess walks us through her journey from joining Forter with a blank slate and an aggressive...
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CELab - Ep 178 - From Order Taker to Trusted Consultant: How Action Mapping & Brainstorm Transformed Customer Education at Quickbase
In this episode, we are joined by Ashley DeKerlegand, Director of Customer Education and CX Enablement at Quickbase, to unpack how she transformed Quickbase University from “optional training” into a core driver of expansion and reduced churn. Ashley shares her journey from manufacturing and...
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CELab - Ep 177 - How Kevin Lee Turned “Scrappy” Video into a Scaled Customer Education Engine
In this episode of CELab, we welcome content creator Kevin Lee to unpack how “scrappy” social-style video can transform Customer Education and scaled Customer Success. Kevin shares his journey from running a Rubik’s Cube meme account and a 200K-subscriber YouTube channel to launching Atlassian...
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CELab - Ep 176 - Uplimit - From Hype to Outcomes — AI Enablement That Actually Changes Behavior
Customer education has outgrown the LMS era. In this episode of CELab we down with Zayd Badwan, Chief Revenue & Customer Officer at Uplimit, and Yash Tekriwal, who leads education and cohort programs at Clay, to ask a hard question: if your main metric is still course completion, are you already...
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CELab Ep 175 - From Click-Paths to Conversations: Roberto Aiello on AI, Localization, and Customer Education
In this episode of the Customer Education Lab, Adam Avramescu sits down with his Personio teammate and Senior Learning Experience Designer Roberto Aiello for a deep dive into what modern customer education really looks like in 2026. They unpack how an international company with an English working...
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CELab - Ep 174 - From Course Library to Learning OS: LearnWorlds and the Future of Customer Education
Customer education is outgrowing the idea of “just an LMS.” In this episode, Dave Derington sits down with Mia Čomić, Product Marketing Manager at LearnWorlds, to unpack how the platform is evolving from a traditional course host into a true learning operating system for modern SaaS. Mia shares…
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CELab - Ep 173 - From Helldivers 2 to St. Vincent: Surprising Lessons for Customer Education Leaders
In this end-of-year special, Adam Avramescu and Dave Derington look back at 2025 through the lens of the things they love most outside of work: video games and live music. They unpack how titles like Helldivers 2, Peak, and Megabonk model great onboarding, community-based learning, and continuous...
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CELab - Ep 172 - Bessie Weiss - From PLG Darling to Enterprise Powerhouse: How Webflow Scales Customer Education
In this episode of CELab – The Customer Education Lab, host Adam Avramescu sits down with Bessie Weiss, Senior Director of Customer Education at Webflow, to unpack what it really takes to evolve a beloved PLG education motion into an enterprise-ready engine. Bessie shares how she inherited the...
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CELab - Ep 171 - Building an Operating System for Execution: Sean Reay on the Future of Enablement & CX
What happens when you stop thinking about “training” and start designing a revenue architecture? In this episode, we down with Sean Reay - a seasoned revenue enablement leader with experience at companies like Outreach and Canva, and now leading enablement for an AI-first CX company, Intercom. We...
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CELab - Ep 170 -AI in Customer Education: Scaling Success with LearnExperts & Sarah Sedgman
Are you ready to rethink the way your team delivers customer education? In this episode of CELab, host Dave Derington welcomes Sarah Sedgman, CEO and founder of LearnExperts, for an inspiring discussion about the power of AI in instructional design and customer training. Sarah shares her decades…
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CELab – Ep 169 – Customer Education and Education Services – The Future of Learning in B2B SaaS – Part 2
In the last episode of the CELab podcast, co-host Dave Derington explored the profound shifts redefining the learning landscape—from the legacy of transactional, revenue-generating education services to agile, outcome-driven customer enablement. Customer Education and Education Services are...
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CELab - Ep 168 - Customer Education and Education Services - The Future of Learning in B2B SaaS - Part 1
What does the future hold for Customer Education in the ever-evolving world of B2B SaaS? In this solo episode, CELab co-founder and host Dave Derington explores the profound shifts redefining the learning landscape—from the legacy of transactional, revenue-generating education services to agile,...
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CELab - Ep 167 - Dan Braithwaite - ILT Reborn! How Mediaocean Builds Engagement & Community in Customer Education through Live Engagement
In this episode of the Customer Education Lab, host Dave Derington welcomes Dan Braithwaite, Senior Director of Product Training at Mediaocean, for a deep dive on modern Instructor-Led Training (ILT) and its powerful impact in B2B SaaS customer education. Dan shares real-world stories, practical...
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CELab - Ep 166 - From Academia to AI: Building Scalable Partner Programs with April Trask
In this episode of CELab, host Dave Derington sits down with April Trask, a leader in partner enablement and enterprise AI at Writer. April unpacks the evolving landscape of partner enablement, exploring how AI and generative tools are reshaping the way organizations educate both partners and...
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CELab - Ep 165 - Clea Mahoney - How to Launch a Customer Education LMS in 55 Days: Lessons from Rewst’s Rapid Rollout
Launching a customer education program is never easy—especially when you’re racing against the clock. In this episode, CELab’s Dave Derington sits down with Clea Mahoney , Head of Customer Education at Rewst, to unpack how her team rolled out Skilljar’s LMS in just 55 days. Clea shares her...
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CELab - Ep 164 - Skilljar by Gainsight - Part 1
In this episode of CELab, we welcome Nick Mehta and Erica Kuhl to talk about Skilljar by Gainsight! We discuss the integration of their platforms and the future of Customer Education. We explore the importance of community in customer success, the vision behind the Customer OS, and how learning…
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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...
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CELab - Episode 162 - AI, Automation, and the Future of Customer Education: Breaking Down Silos with Eric Mistry
In this episode of CELab, Eric Mistry joins us for a deep conversation into the evolving landscape of customer education, exploring how AI and automation are reshaping the field. We discuss the critical need for breaking down organizational silos and fostering a true community of practice, where...
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CELab - Episode 161 - From Frustration to Innovation: Transforming Customer Education with Parta
In this episode of CELab, co-host Adam Avramescu and special guest star Beaker Tincher from Personio sit down with Andrew Matsiavin, co-founder of Parta.io, to share the story of how their partnership transformed their approach to Customer Education. We dive deep into the challenges of legacy...
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CELab - Ep 160 - Randon Ruggles and The Secret to Customer Education Success: Short-Form Video, Data, and Team Synergy
What does it take to build a world-class customer education program in today’s fast-paced, global SaaS landscape? In this episode, Dave Derington sits down with Randon Ruggles, Director of Customer Education at Jamf, to unpack the journey from classroom teacher to industry leader. Randon shares…
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CELab - Ep 159 - Pulse 2025 Customer Education Recap: AI, Scaling, and Digital Success
In this electrifying episode of CELab, Adam and Dave take the opportunity to share insights and learnings from Gainsight Pulse 2025, unpacking the transformative landscape of customer education and digital success. Through candid conversations and expert insights, Dave reveals how leading...
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CELab - Ep 158 - Jeremy Davis at Cloudshare - Virtual Labs: The Game-Changer in Customer Education Technology
In this episode, we sit down with Jeremy Davis from Cloudshare to explore the transformative world of virtual labs in customer education. Discover how cutting-edge technology is reshaping training approaches, making learning more accessible, efficient, and engaging than ever before. The...
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CELab - Ep 157 - Alex Levin - AI Agents: Reimagining Customer Interactions
In the latest Customer Education Laboratories podcast, we sit down with Alex Levin, CEO of regal.ai, to unpack the mind-blowing future of customer interactions. We're not just talking about chatbots - we're exploring a world where AI agents handle 90% of customer support with unprecedented…
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CELab - Ep 156 - Kevin Dunn - Harnessing AI & Operating Models for Scalable Customer Education
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...
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Episode 155 - Todd Kirk @ Brainstorm - "The Two-Hump Problem"
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…
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Episode 154 - From CSM Overload to Scaled Digital Success: How Bionic Advertising Systems Built a Game-Changing Customer Academy in Months
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...
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Episode 153 - [Feed Drop] CXetera - Should CSMs do training?
This episode is a "feed drop" or crossover episode featuring Adam Avramescu and Dee Kapila's new show - CXetera! As our network grows, we will often feature other shows where you can go and continue your learning journey. This is a topic that's relatable to all of us in the field of Customer...
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Episode 152 - NetExam - Beyond Customer Training: Demystifying Channel Partner Education
In this episode of CELab, we engage in a comprehensive discussion with Brett Strauss and Dan Boyle about the intricacies of customer education and partner training. They explore the evolution of NetExam, the importance of access management, and the role of AI in enhancing training experiences.…
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CELab - Ep 151 - Elli Neeld - Building AI Chatbots for CX
In this conversation, Adam Avramescu and Elli Neald discuss the evolution of customer education and support through the implementation of AI chatbots. They explore the challenges faced in the "old-school" customer support models, the transition to an AI-first strategy, and the ongoing…
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CELab - Ep 150 - Celebrating 150 Episodes - Reflections on our Journey in Customer Education
In this special 150th episode, Adam Avramescu and Dave Derington reflect on their journeys in customer education and the evolving nature of the field. They explore the fluidity of customer education roles, noting that there is no single, universal "playbook" that applies across all organizations....
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CELab - Ep 149 - Julie Cochrane - Balancing Instructor-Led Delivery Costs with Customer Value: A Pricing Playbook
In this episode of the CELab podcast, Julie Cochran, the Global Education Services lead at Charles River Development, shares her journey in developing a fair and data-driven pricing model for her company's instructor-led training programs. Julie explains how she partnered closely with her finance...
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Ep 148 - Roasting the Robot CELabs Live Commentary on AI-Generated Content
At CELab, we're always pushing the boundaries of customer education and technology. In our latest experiment, Adam dove headfirst into the world of AI-generated content using Google's NotebookLM. But he didn't stop there, and channeled his inner Mystery Science Theater 3000 to produce unfiltered...
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CELab Ep 147 - CELab 2024 Wrapped - Part 2
As the year comes to a close, we reflect on the top episodes of 2024 and make some bold predictions for the year ahead. What were our five most popular episodes of the year and why did they matter? Some of our top hits this year featured Customer Education leaders like Katie Felton and Dan Ennis,...
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CELab Ep 146 - CELab 2024 Wrapped
In this episode, we reflect on the eventful year of 2024 for the CELab podcast. Dave shares his experiences as an independent consultant, highlighting the diverse range of customer education challenges he has tackled, from revamping existing programs to building new ones from scratch. He…
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CELab Ep 145 - Craig Hewitt - The Future of Podcasting and Customer Growth
How does podcasting help Customer Education? In this episode we welcome Craig Hewitt, the founder of Castos, a podcast hosting and production platform. We dive into the ever-evolving landscape of content creation, distribution, and how podcasting and other media formats can be leveraged to...
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CELab Ep 144 - Cultivating a Culture of Learning: Trimble's Innovative Approach to Customer Education
In this episode of CELab, we broaden our conversation about inspiring a “culture of learning” that inspires innovation. We dive deep with Leila Ishtayeh Colburn, the Learning Platform Enablement Leader at Trimble, and Owen Chamberlain, the Senior Education Alliance Manager at Trimble. The...
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CELab Ep 143 - Neel Balar - Clueso - Revolutionizing Customer Education with AI-Powered Video Creation
In this episode we had the pleasure of speaking with Neel Balar, the co-founder of Clueso. Clueso is a platform that aims to revolutionize the way Customer Education content is created, offering a fast and easy solution for producing high-quality videos and documentation. Key discussion points...
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CELab - Ep 142 - Samantha Murray - Boomeranging Back into Customer Ed
In this episode, we invite Samantha Murray discuss her journey of boomeranging back to Customer Education where we explore the importance of consolidating customer education programs, the challenges in the industry, and the need for career inspiration. Samantha shares her experiences in customer...
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CELab - Ep 141 - Rethinking Customer Education Strategy: The Power of Active Listening
In this episode, Dave Derington and Adam Avramescu explore the role of strategy and active listening in the field of customer education. They challenge the notion that rigid frameworks and pre-defined strategies are the key to success, arguing that the ability to adapt and deeply listen to...
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ABOUT THIS SHOW
CELab is the Customer Education Lab for Innovative Customer Success, Enablement, and Marketing Teams. Our mission is to explore how to build Customer Education programs, experiment with new approaches, and exterminate the myths and bad advice that stop growth dead in its tracks.
HOSTED BY
CELab
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Frequently Asked Questions
How many episodes does CELab: The Customer Education Lab have?
CELab: The Customer Education Lab currently has 155 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is CELab: The Customer Education Lab about?
CELab is the Customer Education Lab for Innovative Customer Success, Enablement, and Marketing Teams. Our mission is to explore how to build Customer Education programs, experiment with new approaches, and exterminate the myths and bad advice that stop growth dead in its tracks.
How often does CELab: The Customer Education Lab release new episodes?
CELab: The Customer Education Lab publishes regularly with 155 episodes available. Check the episode list for the typical release schedule.
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Who hosts CELab: The Customer Education Lab?
CELab: The Customer Education Lab is created and hosted by CELab.
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