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

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

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.

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.

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.

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.

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

Show Notes:

0:00 - Introduction to Customer Education and Experience

6:18 - Evolution from Traditional Training to Digital Platforms

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

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

39:57 - Expanding Career Opportunities in Customer Education

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

57:43 - Closing Remarks and Future Outlook