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Our thoughts about all things related to strategic education programs.
What Is Enterprise Education Architecture, and Does Your Business Need It?
Enterprise Education Architecture is a strategic framework for designing customer education as a unified system rather than a collection of disconnected initiatives. By aligning onboarding, documentation, certifications, and learning pathways with business outcomes, organizations can improve product adoption, increase retention, and drive long-term growth.
101 Strategic Ways to Use AI Agents in Customer Education
AI agents are quickly becoming the default way teams scale customer education. The challenge isn’t automation. It’s alignment. This guide explains what “agentic” customer education really means and outlines 101 strategic AI agent use cases across the Seven Dimensions of Customer Education Strategy, helping teams move from scattered automations to a system that drives adoption, retention, and measurable business outcomes.
Customer Education Predictions for 2026: AI Delivery, Curriculum Strategy, and the LMS Market Shift
The customer education landscape is evolving, and the changes ahead are too significant to ignore. From the rise of AI-powered learning delivery to the growing demand for behavior-focused curriculum design and a long-overdue disruption in the LMS market, 2026 is shaping up to be a pivotal year. Here are the trends every education leader should be watching.
In So Many Words: What Does “Customer Education” Really Mean?
“Customer education” gets used as a catch-all, but words matter. In this post, we unpack the real differences between education, training, enablement, and learning and why aligning on the right terms impacts budgets, ownership, and outcomes.
Building Stronger Education Programs with Competency Frameworks
Getting started with a competency framework can feel complex, but the benefits are clear. As Echtus CEO Vicky Kennedy shared in our recent webinar, a well-structured framework defines the knowledge, skills, and behaviors needed for success in any role. It acts as a blueprint for growth, helping you measure proficiency, close skill gaps, and design scalable training programs. By aligning learning with real-world outcomes, competency frameworks drive both employee development and customer success.
Myth-Busting: Should You Outsource Your Customer Education?
Think outsourcing your customer education won’t work? Think again! The truth is, partnering with experienced instructional designers and education consultants can help you launch high-quality programs faster, free up your internal teams, and deliver better learning outcomes. In this post, we bust the top myths about outsourcing customer education and show how the right partner can drive product adoption, reduce churn, and improve customer loyalty without sacrificing quality or control.
Top Features to Look for in a Customer Education Platform
Looking for the best customer education platform to elevate your training programs? A well-designed customer education solution ensures seamless learning experiences, high engagement, and measurable business impact. In this guide, we break down the top features every customer education platform should have, from user-friendly interfaces and content management tools to AI assistants, gamification, and scalability helping you choose the right software to build a successful customer education program.
How to Budget, Plan, and Build a Winning Customer Education Strategy
Launching a structured customer education program can be daunting for growing software companies. This guide breaks down the essential costs, from hiring key roles like Directors of Customer Education and Instructional Designers to choosing the right technology.
Reference or Competency-Based Education: Which Should You Offer in your Customer Education Program?
Struggling to decide the best approach for your customer education program? Explore the key differences between reference-based and competency-based learning, and discover how to tailor your strategy to meet your goals and your learners' needs. Find the perfect balance to enhance your customer training and achieve impactful business results.
Gamification in Customer Education: A Strategic Approach to Engagement and Success
Discover how advanced gamification is revolutionizing customer education, transforming traditional engagement tactics into strategic tools for driving revenue and fostering true learning.
Hiring Your First Customer Education Leader: 5 Questions to Assess Customer Education Role Applicants
Interviewing your company’s first customer education leader can be daunting if you’re coming from a non-education background. Here are 5 questions to help you focus the interview on the right skills, each with green flags and red flags to watch out for.
Customer Education Strategy: 3 Mistakes to Avoid and Best Practices for Success
What does it take to launch a customer education initiative from the ground up? Where should you start, and what pitfalls can you avoid? Here are three of the most common mistakes companies make when it comes to launching their first customer education platform.
Why Good Instructional Design Yields Higher ROI
Instructional design as a process is essential to seeing high ROI from your education program. This article dives into two ID models that directly help prove education’s value.