Where customer education and customer marketing become the scale engines to customer success, with a dash of AI
Content
Councils
This discussion explored the strategic formation of a cross-functional team, akin to gathering diverse heroes, each bringing unique skills to manage and harmonize content across various departments. Building on insights from last year’s gathering at LoCon, where teams demonstrated the power and necessity of centralized content oversight akin to a council of elders in mythical tales.
One Interview, Infinite Impact
A single customer interview will serve as the cornerstone for a suite of high-impact CMA assets. From this one conversation, we’ll craft a short-form case study in the classic challenge/solution format for the website, a long-form white paper for the Knowledge Base, and a curated set of quotes for use across web and social channels. The interview will also fuel a short video for the homepage carousel and social media, along with tailored post copy to drive engagement. Finally, key insights will be repurposed into sales enablement materials—ensuring this story resonates across marketing, education, and revenue teams.
In customer education, we’ve long observed a compelling pattern: trained users tend to adopt faster, engage more deeply, and remain loyal longer. But can this connection be proven? This exploration seeks to move beyond anecdotal success stories and uncover whether a repeatable formula exists. By documenting the relationship between education and retention, we can elevate it from intuition to a measurable metric—one that belongs in every strategic toolkit.
Defining a
Trained User
In 2026, the question for Customer Education (CEd) and Customer Marketing (CM) isn’t just "are they engaging?" but "is it moving the needle?" As the landscape shifts, practitioners are seeking clarity on what to measure, how to capture it, and how to ensure that data actually influences company-wide strategy.
Join us for a monthly, multi-session deep dive into the mechanics of modern CEd analytics. From January through November, we will meet once a month to solve the most pressing measurement challenges together. This series moves beyond theory into the practical application of how education impacts Customer Health Scores and long-term retention. -️ Our Monthly Roadmap: Throughout the year, our sessions will rotate through four critical pillars of CEd success: The "What" & "How": Identifying the metrics that matter in 2026 and the technical workflows needed to capture them accurately. The Delivery Framework: Developing a cadence for getting the right data to the right stakeholders—Product, Sales, and CS—in a format they actually use. The Health Score Impact: Mastering the integration of learning data into Customer Health Scores to move from "completion tracking" to "churn prediction." Continuous Optimization: Analyzing the data monthly to refine content, improve engagement, and prove the ROI of your programs.