INSPIRING CHANGE THROUGH CONVERSATIONS
Uncovering Expert Voices in Customer Education
A TRAINN ORIGINAL PODCAST
Tune into engaging conversations with industry pros from diverse SaaS teams
who’ve scaled their customer education
programs to the peak
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- Most listened
- Episode 09
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- Episode 02
- Episode 01
Jason Gorman
FOUNDER , Jackrabbit LX
How Jason Gorman Uses Gen AI to Cut Training Creation Time by 60%
Discover how Jason reduces training program creation by 60% using AI. Learn his proven system for faster content creation, efficient SME collaboration, and data-driven persona development.
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PART 1
Learn how Jason tried and mastered techniques to use Gen AI for customer education and training
Shannon Howard
DIRECTOR OF CUSTOMER AND CONTENT MARKETING
Aligning Marketing and Education Teams to Elevate Customer Education Programs.
Great marketing drives successful education programs. Shannon Howard, shares her experience of using collaboration to set up content roadmaps, repurpose content and align teams to achieve business objectives through education.
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PART 1
Setting up strategic collaboration between education and marketing teams
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PART 2
Repurposing educational content for marketing teams, setting up content standards and ownership
Dan Braithwaite
SENIOR DIRECTOR OF PRODUCT TRAINING
The Art of Conducting Engaging Virtual Instructor-Led Training Programs (VILT)
Conducting engaging and informative VILT programs is both an art and a science. Dan Braithwaite breaks down his methods, drawn from over 10 years of successful VILT sessions.
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PART 1
What it takes to run successful Instructor-led training programs
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PART 2
Measure learning, behavioural change and reaction with every Instructor Led training
Alex Turkovic
DIRECTOR, ADOPTION PROGRAMS
Leveraging NPS Surveys to Drive Customer Feedbacks for Education Teams
Alex Turkovic stresses on the importance of written feedbacks rather than NPS (scores), for drive learning programs, validating training roadmaps and product feedback.
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PART 1
Sentiment analysis with GPT, RISEN Framework, and validating customer data
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PART 2
Leveraging NPS surveys to drive customer comments and product feedback
Eric Mistry
Strategy & Shared Services Operations Manager , Contentsquare (Heap)
Building Automations to Drive Data-driven Customer Education Programs
Discover how Eric Mistry builts automations for the customer education team at Heap, saving hours of manual and repetitive work. Learn his strategies on how to make your customer education program more data driven and much more.
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PART 1
Exploring the power of automations for customer education teams
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PART 2
How Eric's automations save 20 hours per week of instructor time and how he builds them.
Vicky Kennedy
FOUNDER , ECHTUS
Building Attribution Models for Customer Education Programs to Prove ROI
Vicky Kennedy delves into the crucial role of strategic customer education for driving targeted outcomes. She talks about building competency-based training and establishing attribution models for effective teams.
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PART 1
Targeted Customer Education to Drive Measurable Results
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PART 2
There’s no such thing as a trained customer
Vivian Toledo
HEAD OF CUSTOMER SUCCESS
Building a Culture of Customer Education in Brazilian SaaS Companies
Vivian uncovers why many Brazilian SaaS companies neglect customer education resulting in lack of awareness about self-serve resources among Brazilian customers.
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PART 1
Why Brazilian companies haven't prioritized on customer education yet ?
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PART 2
Shifting focus from technical-focused customer training to strategic customer success
Raman Bindra
CUSTOMER SUCCESS LEADER
Can Happy Customers Churn?
A happy customer and loyal customer are not the same! Raman Bindra dives into addressing the reason for unanticipated churns and how customer education helps organizations deal with them.
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PART 1
Debunking The Myth About Happy Customers Churning
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PART 2
Measuring Product Adoption, Effective CSM Tactics, Post Churn analysis
Monica Sindwani
PRINCIPAL PARTNER EDUCATION SPECIALIST
Building a Customer Education Program from Scratch for Startups
Monica shares her journey scaling Agentsync’s customer education program from 0 to 1. She shares her strategies, and blueprints from scaling the program successfully from seed to unicorn stage
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PART 1
Leveraging the power of support tickets to build a customer education program
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PART 2
Conducting webinars, setting up help centres and when to monetize on training programs
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