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CE & Skilljar by Gainsight

Create compelling learning paths and a cohesive learning experience

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Jessica Enright
Jessica Enright
started this topic

🚀 New! Skilljar Customer Success Office Hours Now Available 🎉

Hi everyone!We’re excited to share some great news specifically for our customers in our Scaled Customer Success model (those working with u...
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cdonargo
cdonargo
started this topic

Gainsight CE Office Hours are Back! But in a new style ...

We’re starting regular CE Office Hours, where a CE CSMs will be available live to answer your questions and share tips! Unlike our previous...
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138 Topics
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PrathimaContributor ⭐️
asked in CE & Skilljar by Gainsight
Request to Redirect Learners from Webinar Page until Event Section is Ready for our use case

Expected workflow: When the learners clicks “Webinars” then they will see “list of events” available for them. Next to each event there is a “view button”. When learner clicks “View” button then they are redirected to the respective training calendar embedded in the section.

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revathimenon
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tamralucenteContributor ⭐️
posted in CE & Skilljar by Gainsight
CSM Handbook/Playbook

Hello!  We are working on building out a CS Mgmt and CSM handbook/playbook that outlines our expectations on a daily, weekly, monthly basis as well as includes some best practices and what "good" looks like.  Do any of you have anything like this or any ideas that should be included?

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lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
posted in CE & Skilljar by Gainsight
Leverage your learner's expertise

🚀 Steal My Customer Education Strategy 🚀If you’re the trainer or facilitator in the room, do you need to have all the answers?One of the bonuses of working with adult learners is that they have a wealth of experience and knowledge that’s valuable to you and their fellow learners. As often as possible, we strive to design a collaborative learning environment where participants can share their expertise.Here are some specific tips to leverage your customers' expertise:🤝 Invite learners to work together to solve problems. These could be real world scenarios that you provide, or they can share their own business challenges and gather ideas from their peers on how to address them.🎤 Ask learners to present on topics that they know well, in panel discussions or other creative formats.📝 Use quiz question review as a chance for learners to explain their understanding and rationale.💬 Encourage learners to join your online community or Slack groups to continue discussions and knowledge shar

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lila_meyer
kathleenkenny23
kathleenkenny23Helper ⭐️
published in CE & Skilljar by Gainsight
Measuring the Value and ROI of Your Customer Education Program

 In today's SaaS economy, proving the value of your role and organization to the business is critical for securing budgets and ensuring the longevity of your programs. If your leaders aren't aware of the tangible value your Customer Education program brings, it could be at risk of being cut. This makes it imperative to measure and communicate the true business impact of your educational initiatives. Moving Beyond “Vanity Metrics” While metrics such as"Course Completion Rates," "Number of Certifications," and "Monthly Active Learners"… are important leading indicators, they don't necessarily demonstrate direct business value. To truly understand the impact of your Customer Education Academy, you need to focus on lagging outcomes that reflect the broader business value.Analyzing Certification ImpactCertifications are a prime example of where you can measure deeper value. Gainsight's analysis of its Admin Certification Program revealed significant business impacts:Net Promoter Score (NPS)

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kathleenkenny23
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razarContributor ⭐️⭐️
asked in CE & Skilljar by Gainsight
Deleting a Question on a Dynamic Quiz

We have created Dynamic Quizzes and are using them for our certification programs. We are constantly reviewing questions to ensure they are relevant to the users. If we come across a question that we need to delete, how does affect the quiz? 

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lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in CE & Skilljar by Gainsight
Connecting learner's prior experiences to new concepts and skills
Connecting learner's prior experiences to new concepts and skills

When we connect learning to someone's prior experiences or existing beliefs, the new information or skill becomes more relatable, practical, and easier to recall.Gainsight considers this a human-first learning approach, but it's also just sound instructional design. Here are some examples drawn from our own courses, where we use a familiar concept or example to build a bridge to a new concept:📊 For a moderately technical audience’s introduction to Gainsight data architecture, we start with the example of rows and columns in Excel, since most people have some familiarity with Excel.✉ To help learners understand the various steps to building an email program, we use the Who, What, When, How framework that most people learned in their early school years.👩‍⚕️ To assist new administrators in thinking about customer health scorecard measures, we reference a doctor’s visit where they check multiple things (blood pressure, weight, breathing, etc.) to assess your overall health.🎬 Analytics a

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lila_meyer
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in CE & Skilljar by Gainsight
Webinar Series: Humanizing Customer Education
Webinar Series: Humanizing Customer Education

This 4-part webinar series is for Customer Education teams who are interested in creating learning experiences that thoughtfully blend empathy, technology, and education and equip teams with actionable strategies to enhance the customer success journey.Back on May 8th, we spoke with Robin Raye from Iodine Software about how she’s utilizing techniques and tools to create interactive, personalized experiences that resonate with customers, ultimately increasing satisfaction, retention, and overall success through human-first customer education.On June 6th, @karlakannan joined us to talk about how BirchStreet successfully integrated a hybrid model to balance digital demand with the indispensable need for human connection, driving growth, and enhancing customer relationships amidst challenges such as turnover, scale, and accessibility, in their journey to enrich their customer success narrative.Join us for the final two webinars on July 11 and August 8, as we discuss Developing Human-first

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lila_meyer
cdonargo
cdonargoGainsight Employee ⭐️⭐️
posted in CE & Skilljar by Gainsight
What Analytics are Important to Your CE Program?

What Metrics Do You Track?Each of us might be focusing on different numbers and metrics in our learning programs, from learner engagement to content effectiveness. This probably depends on your program too (since no two academies are alike❄️); you may have a course heavy program, or all learning paths, you may track individual learner progress, or by group segment (for example: customer-specific groups or persona groups). So I’m curious if you have an answer to one, some, or all of the below:What specific metrics do you track to gauge the success of your customer education program?  Are these metrics available in Gainsight CE’s analytics dashboards? If so, which dashboards do you use most often? Additionally, do you track any usage metrics outside of your education platform to get a fuller picture of your program’s impact?Join Our next Office Hours session!To dive deeper into these questions and more, join us for an Office Hours event on June 27th, specifically designed for those new t

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cdonargo
cdonargo
cdonargoGainsight Employee ⭐️⭐️
posted in CE & Skilljar by Gainsight
Do you incentivize learners to complete their training/education content?

I’ve heard some feedback from customers who are having a hard time getting their users/learners to complete courses and trainings.  Do you utilize any incentives to encourage education completion in your academy? Or, what other methods do you use to encourage training completion?  For example, I’ve seen some customers award users with swag upon completion of training. If education is part of a customer’s onboarding journey, I have seen some customers make this mandatory! They must complete course(s) or learning path(s) before they are able to continue on their onboarding journey and schedule their next call.  

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cdonargo
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
posted in CE & Skilljar by Gainsight
Webinar recording: How to Select the Right Leader for Your Customer Education Program

Earlier this year, we ran a webinar series covering a variety of topics to help support CS and CE practitioners kick start their Education programs (or take them to the next level!). I’m resharing the recordings here for easy access to the content, and to encourage follow on conversation. 😄You can’t build and launch a successful customer education program without a strong leader. Whether you appoint one from your team or recruit someone new, this session shares the tools and insights you need to select the right leader to guide your program to success:The essential traits and skills to look for in a team leader Strategies to find and interview top candidates, including essential questions to ask them. Guidance on the roles and responsibilities to include in your job description (and, a ready-to-use template attached below). Practical tips for evaluating candidates to ensure they’re the perfect fit.Access the Webinar Recording here!

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lila_meyer
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
posted in CE & Skilljar by Gainsight
Customer Education newsletter worth subscribing to

If you work in Customer Education or you're responsible for helping your CS team scale, you really should subscribe to Joe Ryan’s newsletter. The latest edition had me instantly re-sharing practical tips with colleagues over Slack, registering for upcoming webinars, saving podcasts to listen to later - and I'm not even done reading it! 😂 

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lila_meyer
ashlever
ashleverContributor ⭐️⭐️
asked in CE & Skilljar by Gainsight
Gainsight CS Survey embed into Education

Hi all,Has anyone used a Gainsight survey link embedded into Education? I know the current functionality supports SurveyMonkey but wondering if we could use the surveys in Gainsight.

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kathleenkenny23
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Hannah BaileyContributor ⭐️⭐️⭐️⭐️⭐️
asked in CE & Skilljar by Gainsight
Bulk remove from group within CE

Bulk remove from group within CE? I see where you can go and add multiple people into a group. But looking to find a way to bulk remove them from a group. 

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NormRasmussen
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
posted in CE & Skilljar by Gainsight
Reuse video content from various teams to support learning

Hi everyone! My name is Lila Meyer, and I lead our Education Services team at Gainsight. We’re responsible for everything on Gainsight University, Pulse+ (CS training and certificates), plus product certificates and virtual instructor-led training. I plan to share here some of my own learnings, and helpful resources I’m encountering out in the Customer Education world. Please add your own questions, comments, and experiences, so we can all learn from each other! 😀First up, a “steal my education strategy.” 😉🎯 Micro-learning and Reusable ContentShort and sweet training content is becoming more and more popular. In that vein, you can also repurpose videos that are part of your existing longer form content to assemble a quick tip library. Our team is doing an inventory now of the videos that already exist in Gainsight University courses, as well as ones being used directly in-app, so we can create a searchable catalog of quick tips and tours.To take it a step further, consider whether t

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lila_meyer
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
Gainsight CE FAQ Series: How to Increase Learner Engagement? Part 1

One of the biggest pain points I hear from Academy/Education Managers is why are my engagement numbers so low? POV: You’re checking your education program’s numbers. Learners are enrolling in courses/learning paths but not starting or completing them. Alternatively, some users might have received academy invitations but never activated their accounts. Here’s how to identify these specific users:Check the Course/Learning Path Enrollments Tab Access the Course Enrollments Tab. Click on the live link next to the course name that shows the number of course enrollments. On that page, then filter by progress to see the progress of each learner. Identify users who are enrolled but have not started the course, or who have started the course and not completed. You are able to export the enrollment data so you have a record of this! This allows you to reach out to them individually or as a group to encourage course participation. Repeat the same, but for Learning Path EnrollmentsClick within the

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cdonargo
P
PrathimaContributor ⭐️
asked in CE & Skilljar by Gainsight
Is it possible to redirect Learners from Webinar Page until Event Section is Ready for our use case

Expected workflow: When the learners clicks “Webinars” then they will see “list of events” available for them. Next to each event there is a “view button”. When learner clicks “View” button then they are redirected to the respective training calendar embedded in the section.

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cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
Gainsight CE Office Hours: Learning Paths- Recap

Thanks to everyone who joined the first CE office hours session on building and enhancing your Learning Paths for your education programs! Key Takeaways: Learning Paths can be structured to guide users through a series of courses or modules designed to achieve specific learning objectives. They provide a clear progression route for learners, making it easier to track and achieve learning goals. It’s important to start with clear objectives: What do you want the learners to achieve? Design courses/modules that are sequentially aligned to build upon each other. Incorporate various types of content in the courses for your paths (videos, quizzes, interactive activities) to cater to different learning styles. Regularly update the content to ensure it remains relevant and engaging. Leverage analytics in Gainsight CE to track progress and identify areas where learners might be struggling. Gainsight CE customers can utilize the Learning Path enrollments tab (in the individual LP settings),

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cdonargo
cdonargo
cdonargoGainsight Employee ⭐️⭐️
asked in CE & Skilljar by Gainsight
Gainsight Customer Education (CE) Office Hours: What do you want to learn about?

On Thursday, May 23rd, we’re beginning our Gainsight CE Office Hours series! Our first session will be a walkthrough and discussion on using Gainsight CE’s Learning Paths within your education program.  If you haven’t signed up yet, do so here 😄 As we plan to run these Office Hours on a monthly basis, what topic would you like to learn about next?  Comment below what features of the platform or around Customer Education in general you’re eager to hear Gainsight CE team cover over the next few months! 🔑

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cdonargo
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
Customer Education at Gainsight's Pulse Conference 💃🏻

Get ready, cause this year at Gainsight’s annual Pulse Conference, there will be A WHOLE TRACK DEDICATED TO CUSTOMER EDUCATION!! 🗣 What can you expect from the Customer Education track sessions?You will gain valuable insights from industry experts! Whether you're starting fresh or refining your existing education program, you will learn from first hand examples on the tools you need to align education with customer success and your company’s overall business objectives. Here is a link to the full attendee guide solely focused on Customer Education, but see the two day session overview below:  We would love to see you in St. Louis in just 2 weeks! There is still time to register for the entire event here, and we would love to see you there 😍 

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cdonargo
cdonargo
cdonargoGainsight Employee ⭐️⭐️
posted in CE & Skilljar by Gainsight
CE Management: Administering Customer Education and Internal Training

For those utilizing Gainsight CE (F.K.A. Northpass) across multiple use cases and user bases, we're curious about your approach to managing content, people, analytics, and more. Specifically, do you manage these aspects within a single instance of CE or across multiple instances? Here are a few items to keep in mind: Authentication:  CE supports one authentication method per instance. If you aim to have both user bases share login methods, this can be achieved within a single instance. However, if your external users use SSO while internal employees utilize a separate login, separate instances may be necessary. Content Management: If both user groups will be seeing some of the same courses, updating content is streamlined within a single instance, as changes only need to be made once. However, with multiple instances, administrators must update content in multiple locations. Groups: Utilizing groups in CE allows for effective segmentation of content to specific user groups. This is don

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cdonargo
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
Gainsight CE FAQ Series- What is an Inactivity Nudge?

Are you facing challenges in maintaining learner engagement within your  Academy? Have you been searching for a straightforward solution to re-engage inactive users? We recommend leveraging automated "engage" communications within CE, specifically through the use of the dynamic feature known as the "inactivity nudge." What is an Inactivity Nudge? 🤔An inactivity nudge is an automated email, native to our platform, designed to gently remind inactive learners to return to your academy and resume their course progress. It's a subtle yet impactful way to re-engage learners who may have lost momentum or become distracted by their busy schedules. Read more details on messaging and timing here: Inactivity Nudge EmailsHow to Set Up an Inactivity Nudge 💻 Navigate to the communications tab in your CE dashboard.   Click on "Messages" and the "Engage" section, is the page you will land on You can either create a new "Inactivity Nudge." message, or customize an existing one. In the Settings, deci

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cdonargo
jgasparro
jgasparroGainsight Employee ⭐️
published in CE & Skilljar by Gainsight
NEW! Customer Education (CE) Training Available on Northpass Academy
NEW! Customer Education (CE) Training Available on Northpass Academy

 Embark on a Journey of Discovery: 22 New Microlearning Courses on Customer Education (CE)!We are thrilled to announce the launch of 22 innovative microlearning courses designed exclusively for our team! These courses are crafted to enhance your understanding and mastery of the Northpass Learning Management System (LMS), ensuring you can leverage its full potential to elevate your learning and teaching experiences.Why Microlearning?Microlearning breaks down information into bite-sized, manageable pieces, making learning accessible, efficient, and impactful. These courses are perfect for busy schedules, allowing you to learn at your own pace, anytime, anywhere.What's in Store?Getting Started with Customer Education: Discover the basics and navigate the platform with ease. Creating Engaging Content: Learn how to create compelling courses that captivate your audience. Assessments & Feedback: Master the art of creating assessments and providing feedback. Advanced Analytics: Dive deep i

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cdonargo
cdonargo
cdonargoGainsight Employee ⭐️⭐️
posted in CE & Skilljar by Gainsight
CE: What Are Ways You Get Customers "Sticky" In Your Academy?

So, you successfully launched your customer academy…..  Launching your academy with a learning platform is truly a team effort! Your customer facing teams (Customer Success, Marketing, Product, etc.) collaborated to create educational courses and learning paths, designed a captivating interface, blasted out email and social media communications marketing it, and embedded it into your platform to make it easy for your customers to access relevant courses in their moment of need.How do we ensure your customers continue to return to this resource? Here are some tips you can use to elevate awareness of your academy and keep your customers engaged:Integrate Learning into Conversations 🗣: During your customer calls and interactions, make it a point to discuss the academy and how it can benefit them. Whether you're pointing them there to get their questions answered or just sharing as a new update, mentioning the academy as a go-to resource can embed it into your customers' muscle memory fro

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cdonargo
Andrew Brown
Andrew BrownGainsight Employee ⭐️
published in CE & Skilljar by Gainsight
A Fresh Login Experience in Gainsight Customer Education

If you’ve been following our recent community posts about Customer Education (CE)—here and here—you know we’ve been investing a ton of resources into improving your admin experience and aligning CE with the rest of Gainsight’s product suite (CS, CC, and PX). Gainsight CE’s new login experience builds on those initiatives, which we’ll roll out to users in batches over the next couple of months. Here’s what you need to know:  What’s Changing to the Login Experience and What Does It Mean for You? A lot of work went into the backend development of your new login experience, but not much will change with how you use your academy and make the most of Gainsight Customer Education. Instead of accessing your academy like this…You’ll log in with this flow instead. That’s it.Gainsight CE-only customers: If you only use Gainsight CE, use your existing credentials to securely log in to this new page. Multi-product customers: If you’re using CE with Gainsight CS, PX, and/or CC products, access your

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kathleenkenny23
kathleenkenny23
kathleenkenny23Helper ⭐️
posted in CE & Skilljar by Gainsight
🌟 Integrating Community & Customer Education: A Journey Together 🌈

Hello Gainsight Community,We just had a blast 🚀 listening to an enlightening episode of the CELab podcast, featuring Brian Oblinger, a wizard 🧙‍♂️ in the realm of community and customer education. The episode, "Community and Customer Education are Better Together," was like uncovering a treasure chest 🏴‍☠️ of insights on how merging these worlds can supercharge customer success and product engagement.Brian stresses the importance of keeping our customer journey as smooth as a slide in a playground 🛝—no need for anyone to climb over the complex structure of our org chart! This message hits home 🏠 with us at Gainsight as we work magic ✨ to make our users' experience as seamless as pie 🥧.Key Takeaways with a Sprinkle of Joy: 🤝 Together is Better: Combining community efforts with customer education creates a super blend for enhancing customer experiences. 🚫 No Org Chart Maze: Customers shouldn't need a map to navigate our services. It's all about creating one big happy path 🛤️.

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kathleenkenny23

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