Podcasts Technology Future-Focused with Christopher Lind Elevating Digital Customer Strategy: Scaling New Heights in Customer Education with Steven Cornwell

Elevating Digital Customer Strategy: Scaling New Heights in Customer Education with Steven Cornwell

Published: Jan. 23, 2024, 7:49 p.m.

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Is best-in-class education a key pillar of your product strategy? If not, it should be.

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This week I talked with Steven Cornwell, SVP of Customer Education Strategy at Gainsight, about the critical importance education plays in driving a successful product strategy. While often treated as an afterthought or nice to have, done right it has the capability to transform your business.

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However, it's more than haphazardly scheduling some webinars, having your existing staff "train" people when they see fit, or populating a website with digital content. It's an intentional focus on understanding the customer's biggest challenges and architecting solutions that meet customers where they are rather than pulling them somewhere else.

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While this opportunity area has room for improvement, there have been significant strides in the attention it receives from business leaders and advancement in technology designed to optimize the capability.

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So, if you have any involvement in driving product or service strategy and are curious what the future holds, you'll want to check out our conversation.

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And, be sure to read the complete summary on SubStack: https://christopherlind.substack.com

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Show Notes:

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0:00 - Introduction to Customer Education and Experience

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6:18 - Evolution from Traditional Training to Digital Platforms

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18:32 - The Future of Customer Experience and Education Integration

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28:38 - Innovations and Challenges in the B2B Software Industry

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39:57 - Expanding Career Opportunities in Customer Education

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49:57 - The Role of AI in the Future of Learning and Education

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57:43 - Closing Remarks and Future Outlook

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