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.
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 of Build a KickA$$ Sales Team , and creator of the Four Faces of AI Resistance — to make the case most…
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 business and startup operations, coaching, municipal and nonprofit work, and energy/civic tech to show how AI…
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 leadership roles at IBM, Salesforce, and MuleSoft, to his current mandate: Enabling a fast-growing,…
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 provocative: you don't need to hire subject-matter experts to deliver expert training . You need people who are…
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 building AI Guild—an internal enablement function focused on helping teams 10x their productivity with…
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 explore how MCP acts like “arms” for your AI assistant—connecting it to systems like your LMS and Customer…
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 launch timeline, to orchestrating a “swarm” of more than 20 specialized AI agents that now support…
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 launch timeline, to orchestrating a “swarm” of more than 20 specialized AI agents that now support…
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 product training into SaaS, how she built and now leads a 12-person global team, and why Quickbase’s…
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 Answered , a video series that has generated over 2 million organic impressions and hundreds of…
