When a business realizes it has a training problem, the first instinct is often to start looking for someone who can build a course. But before you decide what to build, there is a much more important question to answer: What problem are you actually trying to solve? Maybe employees aren't getting up to speed quickly enough. Maybe customers are struggling to understand your product. Maybe your sales team has plenty of information but doesn't know where to find it or how to us

Artificial intelligence is changing the way businesses create, deliver, and manage educational content. While much of the conversation around AI focuses on productivity and automation, there is another valuable opportunity for businesses: using AI to improve customer education. When customers understand how to use a product or service effectively, they are more likely to get value from it, remain engaged, and continue using it over time. For businesses that already provide tu

Customer enablement does not have to require a large budget, a dedicated customer education department, or an expensive technology stack. Many businesses already have access to affordable tools that can help them create useful customer learning content, deliver it to customers, and understand whether that content is actually helping. The key is being intentional about what you create and how you measure it. Instead of investing heavily in technology before you know what your

Hiring has changed significantly, and businesses looking for enablement, learning, instructional design, and learning experience professionals need to think differently about how they attract and evaluate talent. The market is competitive for employers as well as job seekers, and companies that rely on outdated hiring practices may find themselves missing qualified candidates. For organizations building or expanding their learning and enablement functions, the question is no

Businesses spend a significant amount of time creating onboarding materials, training courses, product tutorials, webinars, knowledge bases, help articles, and other learning resources for their customers. But how often do we actually stop and ask customers whether those resources are helping them? Creating learning content based on what we think customers need can be very different from creating content based on what customers are actually telling us they need. Customer feed

When organizations realize employees are struggling with a process, product, system, or specific responsibility, one of the first solutions that often comes to mind is training. Someone identifies a problem, a manager asks for a course, and the learning team is expected to start building. But before we open Storyline, Rise, Canva, or whatever tool we're using to create the learning experience, there is a much more important step that needs to happen first: we need to understa

There is a common assumption in business that when employees or customers are struggling, the answer is to create more training. Someone isn't using a system correctly, so a course is requested. Customers are submitting repetitive support tickets, so another tutorial is created. A new process is introduced, so employees are assigned training. Sales teams need to understand a new product, so someone starts building a learning module. Training can absolutely be the right soluti

When businesses think about customer education, the conversation often starts with tutorials, help articles, webinars, or product training. Those resources are certainly important, but customer education has become much more than simply teaching customers how to use a product. When it is designed strategically, customer education can influence how quickly customers adopt a product, how confidently they use it, how often they need support, and ultimately how much value they ge

When a business comes to a learning and development professional with a request for training, the natural response is to start thinking about the course. What should the content include? What platform should we use? Should it be eLearning, instructor-led training, video, or microlearning? What activities will make it engaging? These are all important questions, but they shouldn't necessarily be the first questions we ask. The first question should be: What problem are we actu

In the dynamic world of business, the pursuit of growth and profitability is a constant endeavor. As organizations strive to maximize their potential, the role of customer enablement has emerged as a strategic catalyst for success. At the forefront of this transformation are instructional designers, wielding the power to not only enrich customer experiences but also fuel revenue growth through well-crafted enablement strategies. Customer enablement goes beyond simple support—

The field of Instructional Design has undergone a significant transformation in recent years. What was once a well-defined and somewhat narrow role focused mainly on curriculum development and eLearning modules has evolved into a highly dynamic, strategic, and interdisciplinary profession. Today’s instructional designers are expected to do much more than design courses—they're now seen as enablers of performance, architects of learning ecosystems, and champions of digital tra

Have you ever explored just how versatile Articulate Storyline 360 really is? If you're already familiar with the Articulate suite, you probably know that Rise and Storyline serve different but complementary purposes. Rise allows you to quickly build responsive microlearning or course modules using beautiful, modern templates (and yes, their AI Assistant is impressive). Storyline, on the other hand, gives you the flexibility to build fully interactive eLearning experiences—wh

In the ever-evolving world of learning and enablement, Instructional Designers and Customer Education Managers often share common ground—but their approaches, focus areas, and end goals differ in meaningful ways. When these two disciplines align, organizations see the best of both worlds: effective internal learning and empowered, self-sufficient customers. Instructional Designers are the architects of the learning experience. They apply learning theory, adult education princ

The average adult learner’s attention span ranges between 10 and 20 minutes, and in a world filled with constant distractions, traditional long-form training is losing ground. Employees today want learning experiences that fit seamlessly into their daily lives. That’s where microlearning—short, targeted, and flexible content—has emerged as a powerful solution. It offers information in digestible chunks that improve focus, fight against the forgetting curve, and provide the ad

We've all been there. A customer struggles to use a product, abandons a process halfway through, or contacts support for something you thought was already explained in your onboarding. On the other side, maybe your employees or customer-facing teams are struggling to explain a product, follow a process consistently, or confidently answer customer questions. It's easy to assume you know what's causing the problem—but assumptions don't improve performance. Data does. That's why

Unless you’ve been living and working under a rock lately, you probably know about customer surveys and the sort of impact having that data—and knowing what to do with it—can have on your business, whether that impact is positive or negative. But what many businesses wonder is: can I actually afford to collect this data, and what should I use to collect it? Well, I’m here to share some of my enablement knowledge with all of you and shed some light on a few good options out th