Customer Education (CE)

Create compelling learning paths and a cohesive learning experience

  • 20 Topics
  • 14 Replies
kathleenkenny23
kathleenkenny23
started this topic

Introducing your NEW Digital Assistant for Gainsight CE!

Hi CE Friends! Today we have launched our brand new Knowledge Center Bot within the CE (FKA Northpass) Application!  This powerful little gu...
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NEW! Customer Education (CE) Training Available on Northpass Academy

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kathleenkenny23
kathleenkenny23
started this topic

Gainsight Customer Education | FAQ Series!

 Hello there, Education Friends!   My name is Kat Kenny and I lead the Customer Success teams here at Gainsight for our CE (Customer Educati...
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20 Topics

cdonargo
cdonargoGainsight Community Manager
published in Customer Education (CE)

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
2 days ago
cdonargo
cdonargoGainsight Community Manager
posted in Customer Education (CE)

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
26 days ago
cdonargo
cdonargoGainsight Community Manager
published in Customer Education (CE)

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
1 month ago
jgasparro
Gainsight Employee: Rookie
jgasparroGainsight Employee: Rookie
published in Customer Education (CE)

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
1 month ago
cdonargo
cdonargoGainsight Community Manager
posted in Customer Education (CE)

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
1 month ago
Andrew Brown
Gainsight Employee: Shoshin
Andrew BrownGainsight Employee: Shoshin
published in Customer Education (CE)

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
1 month ago
kathleenkenny23
kathleenkenny23Gainsight Community Manager
posted in Customer Education (CE)

🌟 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
1 month ago
M
Shoshin
MNPFShoshin
asked in Customer Education (CE)

Capabilities & Restrictions of Each Package in CE

Hi Friends! We’ve just started the process of setting up our CE portal and I’ve been going through the Northpass Academy courses. In one of them (Communications: Engage Learners) there’s an embedded document that shows the differences between the three packages when it comes to sending out messages and nudges to users. I’m wondering if there is a more comprehensive version of this list that includes all the differences between the packages. For example the document shows that with an Enterprise package you can remove Northpass branding from the messages, does this also extend to removing branding from all pages? (This is just an example, I would very much be interested in seeing a full list). Thank you!

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cdonargo
1 month ago
kathleenkenny23
kathleenkenny23Gainsight Community Manager
published in Customer Education (CE)

Introducing your NEW Digital Assistant for Gainsight CE!News

Hi CE Friends! Today we have launched our brand new Knowledge Center Bot within the CE (FKA Northpass) Application!  This powerful little guy is powered by Gainsight PX if you want to learn more about how we do this! ➡Here’s a short little video to show you how to use it!⬅  When you open up the application you’ll see a little green robot friend in the bottom right corner. (*Tip - you can drag the Bot anywhere on the screen if you need to move it!)   When it opens - here’s what you’ll see:Link to our Gamechangers Community where you can engage with users just like yourself to ask for tips & tricks as well as submitting Feature Enhancement Requests! The middle tiles will bring you to the most commonly accessed support documentations  🔍SEARCH FOR ANSWERS 💪🏼The most POWERFUL part of this bot is the ability to search for commonly asked questions and find the documentation and guidance. In the example below, I have searched for “quiz” and it will pull in all of support documentation t

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kathleenkenny23
1 month ago
C
cecegolayRegistered User
asked in Customer Education (CE)

Utilizing Articulate in Gainsight Education

Has anyone used Articulate 360 to prepare content for their learning management system? My team is looking into investing in Articulate but aren’t sure if it would collaborate well with the Gainsight Education/Northpass system.

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C
1 month ago
cdonargo
cdonargoGainsight Community Manager
published in Customer Education (CE)

Gainsight CE FAQ Series - How do I Customize my Homepage?F.A.Q.

Are you ready to create a captivating and branded homepage for your academy? In this post, we'll walk you through the steps to customize your academy homepage within Gainsight CE (F.K.A. Northpass). 🛑 Before you continue, make sure you enable Website and Catalog for this. Why turn this feature on? Read more here: Gainsight CE FAQ Series - Add-Ons: How Do I Create a Course Catalog for Learners? 🛑When Website and Catalog is turned off, the homepage acts as both a homepage and a dashboard. If you prefer to split these functions, then continue reading!Reminder: The dashboard allows learners to track their enrolled courses, learning paths, and events.Once you've enabled the "Website and Catalog" add-on, you'll notice a brand new homepage experience with a customizable welcome message, homepage banner artwork, and the ability to feature courses. All of the following elements can be found in the left side navigation panel under Design > Pages > Homepage then click 🖋 Edit  (see image

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cdonargo
1 month ago
cdonargo
cdonargoGainsight Community Manager
posted in Customer Education (CE)

Gainsight CE FAQ Series - Add-Ons: How Do I Create a Course Catalog for Learners?

If you’re looking to separate your learners’ page of assigned courses from your course catalog, and also enable a more personalized and engaging homepage experience in your Academy, we suggest turning on Website and Catalog within CE!  Why Enhance Your Homepage?Your homepage serves as the gateway to your learning program, so its essential to make a good first impression! 🤝 Use this opportunity to create a visually aesthetic experience that aligns with your product and company’s brand, a welcoming message that highlights the purpose of your Academy and what they can take away from your learnings, and suggested featured courses to guide learners from the jump.  Key Benefits of an Enhanced Course Catalog:A single catalog streamlines the process of CE admins adding available content for all without assigning it. Also, your learners can easily discover and self-enroll into any topics relevant to them. If your learners don’t want to search your rich catalog alphabetically, they have the abi

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cdonargo
2 months ago
J
jwrenRegistered User
asked in Customer Education (CE)

Gif tool recommendation

Hey there!We struggle with creating and uploading high quality gifs into our pages. Our higher quality gifs are too large and when we keep them under 5MB the quality suffers. Any tool recommendations for high quality gifs under 5MB? Preferably available for both macOS and Windows?

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kstim
All Star
3 months ago
cdonargo
cdonargoGainsight Community Manager
posted in Customer Education (CE)

Gainsight CE FAQ Series - Add-Ons: How Do Learners Search For and Categorize Content?

Your learners most likely come to your education platform on a mission. It could be that a customer has forgotten how to utilize a feature in your app and is seeking a quick refresher or you've recently updated your platform or introduced a new add-on, and users are eager to explore to learn more about it. In today's fast-paced world, everyone is in a hurry, wants to find what they want as quickly as possible and get up to speed ⏩ If you have an abundance of valuable learning content, but are finding that your users are unsure where to dive in first or find what they are looking for, let’s learn about incorporating a search bar and categories to your Academy! Keep reading to see how (and why) you should add these in.    The search bar will be positioned in the top right corner ↗ of your learner-facing Academy. Learners can type in key terms that they will hopefully lead them to the relevant content they are looking for 👀 The CE search bar shows exact matches, directing learners to cou

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cdonargo
3 months ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
published in Customer Education (CE)

Kickstart Your 2024 Digital Customer Education Program - Webinar Series

Gainsight is hosting a 6-session webinar series from Jan. 18th through March 29th on how to kickstart your Customer Education Program! Digital Customer Education is a must-have strategy if you want to stay ahead of your competition in 2024.Join us as we redefine customer education for the digital age in our New Year, New Strategies Bootcamp series designed to help you build a comprehensive and impactful digital education program.From appointing a Customer Education leader and navigating the learning management system (LMS) market to creating awesome content and measuring the success of your program, each session is jam-packed with actionable insights, practical tips, and collaborative discussions you can apply to your strategy today.And if you miss a live session, you can also access the recordings from here. 

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lila_meyer
Gainsight Employee: Grand Slammer
3 months ago
cdonargo
cdonargoGainsight Community Manager
posted in Customer Education (CE)

Gainsight CE FAQ Series - How do I Match our Branding to CE Communications?

Do you know how to invite learners to activate their accounts in CE (FKA Northpass), nudge them to continue their courses, or deliver earned certificates directly to their inbox? Look no further – just harness the power of native CE communications!  📱💻 🔔🔌 📩 🤳Here are some essential tactics to increase open rates and ensure these communications feel like they're coming directly from your company: 1- Ensure Email Templates Visually Mirror Your Branding 🖍 Navigate to the Communications tab, select the specific email you wish to customize (you’ll see below I’m editing the Inactivity Nudge), and click on Content. Look for the three dots on the right, and choose "Restore Default Content". Upon doing this, your school colors and logo will automatically fill into the email! ⬇ ⬇ Pro Tip 🧠 If you have an email live and crafted already and want to update your logo, colors, etc, make sure you save the copy of your previous email, because making this visual change will default the email bac

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cdonargo
3 months ago
NormRasmussen
Gainsight Employee: Shoshin
NormRasmussenGainsight Employee: Shoshin
posted in Customer Education (CE)

Will you be speaking at Pulse 2024?! We sure hope so!

Hello Gainsight CE (formerly Northpass) family! We’re gearing up to have an incredible Pulse this year in St. Louis (new location!) and we want YOU to share your story and take the stage! Take this opportunity to share your Customer Education Success Story with the wider Customer Success world.This year’s Pulse is really focused on Customer Impacting SaaS - this includes Customers Success, Product, Community, and Customer Education!  💫 HERE is our speaker nomination form💫 We often get a lot of questions around “How can I set myself up for success to get selected to speak at Pulse?”  Well, keep on reading to learn more. I'm going to list out some advice to help set you up to increase your chances of being selected - it doesn't need to hit all of these points, but the more the better! Formatting your talk:Problem, Solution, and Outcome 🫡 Some of the most engaging talks stick to a linear path of illustrating what the problem was that your team needed to solve for, what the solution was

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kathleenkenny23
3 months ago
kathleenkenny23
kathleenkenny23Gainsight Community Manager
posted in Customer Education (CE)

Gainsight CE FAQ Series - How do I use Milestones in CE?

Add a Milestone  Milestones are a helpful way to ensure your learners are engaging with content in the way you need them to. 👀(More FAQs listed at bottom of page on Milestones!) What is a Milestone?Think of milestones as specific metric learners must meet in order to proceed within the course. You can choose to leverage milestones to encourage users to voluntarily engage with the content in a specified manner, or to require users to complete the criteria before they can move forward in a course. Why would I want to use Milestones?Many Gainsight CE (FKA Northpass) clients create milestones that require users to complete a quiz with a particular score, for example, 70%. The users will not be able to view content or complete the course until they successfully receive 70% or greater on the quiz and successfully meet the milestone. This ensures your learners are absorbing material presented and that you're able to measure success.  How do I set up Milestones? Step 1Start in the Content tab

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kathleenkenny23
3 months ago
kathleenkenny23
kathleenkenny23Gainsight Community Manager
posted in Customer Education (CE)

Gainsight Customer Education | FAQ Series!

 Hello there, Education Friends!   My name is Kat Kenny and I lead the Customer Success teams here at Gainsight for our CE (Customer Education; FKA Northpass) and PX (Product Experience) products.  CSMs are here to help provide industry and product best practices, thought leadership, and aligning on your goals to ensure we are customizing recommendations to help achieve desired outcomes.  Ultimately, we want to ensure you are getting value from our product and that you are able to measure the impact to the rest of your company. Scale & Efficiency I think we’re all feeling and hearing that we are in the Era of “Do More with Less”.  Especially since AI has entered the picture, companies are looking to understand how to become more efficient, scale their efforts, and identify more 1:M methods to exponentially increase efficiency and decrease cost to serve(here’s a great blog post about how Customer Education and Community play a big impact on this topic!).  This also increases stickin

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kathleenkenny23
3 months ago
Andrew Brown
Gainsight Employee: Shoshin
Andrew BrownGainsight Employee: Shoshin
posted in Customer Education (CE)

Get to Know Gainsight Customer Education

Hey, there—thanks for stopping by to learn more about how Gainsight Customer Education can help you digitize training and drive better outcomes for you and your customers.Here’s how: Course Creation: Easily create or upload multi-format courses (videos, quizzes, ILTs, and more etc.) that cater to different learning styles and keep your customers learning about your product. Delivery:  Motivate customers and increase their product proficiency with learning paths and courses tailor-made to their unique challenges and product use cases.  Learner Engagement: Deliver timely and personalized communications to ensure your customers stay engaged with your academy and content.  Branding & Customization: Match your academy to your brand standards by uploading your logo, color scheme, and graphics. Customize your academy even more with flexible templates, or use data in your tech stack to deliver personalized experiences that help your customers unlock product value. Analytics & Administr

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Andrew Brown
Gainsight Employee: Shoshin
6 months ago

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