Skip to main content

Customer Education (CE)

Create compelling learning paths and a cohesive learning experience

  • 93 Topics
  • 104 Replies
jgasparro
jgasparro
started this topic

New to Customer Education (CE)? Check out Gainsight University!

22 Microlearning Courses on Customer Education (CE)!If you’d like to learn more about CE, check out Gainsight University. We’ve got 22 innov...
  • 2
  • 0
cdonargo
cdonargo
started this topic

All Gainsight CE Frequently Asked Questions!

We launched the Gainsight CE Series to address common questions we frequently receive and to provide clear documentation in areas where we’v...
  • 2
  • 0
cdonargo
cdonargo
started this topic

Previous and Upcoming Gainsight CE Office Hours Sessions

Missed out on or looking for any upcoming Gainsight Customer Education events? You’ve come to the right place!   Previous Sessions: Gainsigh...
  • 2
  • 0
93 Topics
jgasparro
jgasparroGainsight Employee ⭐️
posted in Customer Education (CE)
New to Customer Education (CE)? Check out Gainsight University!

22 Microlearning Courses on Customer Education (CE)!If you’d like to learn more about CE, check out Gainsight University. We’ve got 22 innovative microlearning courses 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?Academy Setup and Customization: Discover the basics and navigate the platform with ease. Course Building: Learn how to create compelling courses that captivate your audience. Learner Management and Engagement: Master the art of engaging with learners and providing feedback. Certification and Analytics: Dive deep into analytics to track and enhance learning outcomes.These courses represent a significant step forward in our commitment to fostering a culture of continu

470
jgasparro
3 months ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in Customer Education (CE)
Join Us at Gainsight Pulse Europe + CE TopicsNews

Next month, Gainsight is bringing its Pulse Conference back to Europe for another two powerful days. You’ll make lasting connections, learn from leading innovators, and dive deep into the future of digital and AI in customer success. At the “Empowering Customers to Succeed on Their Own” track, you’ll discover strategies to help your customers succeed independently through self-service tools and educational content. Here are two sessions you don’t want to miss:Signs You Need to Scale: Building Self-Service for the Bottom Line: Adam Avramescu, VP of Customer Education & Engagement at Personio, will share how to scale customer adoption and self-service programs as your customer base grows, using examples from companies like Slack and Personio. Learn how to position these solutions with leadership and implement scalable educational programs to drive outcomes and improve efficiency. Small But Mighty: How to Scale a Customer Education Program with Limited Resources: Learn how Albina Bard

140
cdonargo
3 months ago
NormRasmussen
NormRasmussenGainsight Employee ⭐️
posted in Customer Education (CE)
Gainsight CE's Upcoming Office Hours: Let's Talk Webhooks!

We're excited to bring back our Office Hours sessions, coming back strong to talk about Webhooks with Gainsight CE! 🪝 What are Webhooks? Webhooks are an integral part of how an organizations tech stack talks to other applications within the tech stack. CE Webhooks automatically send real-time data—like learner enrollments, course completions, and progress updates—from Gainsight CE to other platforms such as your CSP, CRM, analytics tools, or internal systems. 🎉 Why Attend?In this session, we’ll explore:What Webhooks are and how they enhance automation in Gainsight CE. Which key events in Gainsight CE can trigger Webhooks (think learner activities, course completions, etc.). Where Webhook data can go, and how it can integrate seamlessly with your existing systems for better workflow automation and data management.🙋🏼 Who Should Attend?This session is perfect for Gainsight CE admins along with their tech teammates looking to automate workflows, share real-time learner data with other

321
cdonargo
3 months ago
K
KeoniContributor ⭐️
asked in Customer Education (CE)
Is there a way to insert Calendar holds to vILT notifications?

I am looking to implement adding calendar holds to emails for users who register for vILT but I am not seeing a way to do this under the properties. I feel this will be pivotal for attendance and registration efforts. Can anyone help?

353
cdonargo
3 months ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
posted in Customer Education (CE)
Gainsight CE Use Cases Uncovered: Marketing

We have many different types of admins in various different roles using Gainsight CE to provide training and education to their various end users. Today we're beginning a series to engage all admins called Use Cases Uncovered, starting by diving into Marketing and Lead Generation.  Many of you are using Gainsight CE to create certification courses, drive thought leadership, or generate leads through your Academy, and we'd love to hear your stories! Gainsight CE customers in marketing roles often focus on KPIs such as...📈 Increasing Brand Awareness: Thought leadership through certification programs and educational content is a great way to showcase your expertise and build your brand's credibility. Plus, it's easy for your learners to share their achievements on platforms like LinkedIn! Lead Generation: Offering valuable training content can attract potential customers and generate qualified leads. Prospects who engage with your Academy are already showing interest in your product, mak

230
cdonargo
3 months ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in Customer Education (CE)
Where do I track Learning Path Analytics in Gainsight CE?F.A.Q.

To track the performance of your learning paths in Gainsight CE, you can utilize three reports: Learning Path Enrollments, Multiple Learning Path Analysis, and Learning Path Progress Stats Learning path enrollments: Get a quick, up-to-the-minute view of a learner’s progress within a single learning path. This is similar to the Course Enrollments page, which you can learn more about in this article:: Enroll learners and track their progress in near-real-time Multiple Learning Path Analysis: Monitor learners' progress across multiple learning paths all in one consolidated dashboard, similar to the multiple course analysis. Learning Path Progress Stats: Track enrollments and progress across all of your learning paths, similar to course enrollments stats. For a more detailed walkthrough of the 2. Multiple Path Analysis and 3. Learning Path progress Stats, take a deeper look into this article from our Help Center: Analyzing Learning Path usage and effectiveness 🤓 Keep these tips in mind: 

230
cdonargo
3 months ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in Customer Education (CE)
Running Successful ILT Programs: Insights from Dan BraithwaiteBlog

This week I listened to an episode of the *Customer Educated* podcast with guest Dan Braithwaite, Senior Director of Product Training at MediaOcean. He shared valuable tips for structuring effective Instructor-Led Training (ILT) programs. See some of my takeaways below that I hope our Gainsight CE customers can inject into their ILT sessions!  1. Tailor Your Training to the Audience:   If you have the space to get personal, understand your attendees' backgrounds—how long they’ve been in their role, their industry, and whether they’ve used the product before. Ensure you create a welcoming environment and build community with an icebreaker.2. Focus on Key Topics:   Avoid overwhelming users with too much information. Focus on 3-4 essential topics, that you address in a beginning agenda, based on what users need in that moment of their customer journey (e.g., previous user feedback, common support tickets, etc). 3. Engagement Through Interaction:    Dan uses a “tell me, show me, let me try

220
cdonargo
4 months ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in Customer Education (CE)
All Gainsight CE Frequently Asked Questions!F.A.Q.

We launched the Gainsight CE Series to address common questions we frequently receive and to provide clear documentation in areas where we’ve identified gaps in external resources, like Northpass Academy and the Gainsight CE Help Center.  Below are some Frequently Asked Questions we have answered that you may have missed:  Why Can’t I Add Certain Webpages as Activities? Why Don’t All Choices (Courses, Events, People) Appear in the Dropdown? How to Increase Learner Engagement? Part 1 How to Increase Learner Engagement? Part 2 What is an Inactivity Nudge? (How to remind learners to come back to their courses) How do I Customize my Homepage? How Do I Create a Course Catalog for Learners? How Do Learners Search For and Categorize Content? How do I Match our Branding to CE Communications? How do I use Milestones in CE? Where do I track Learning Path Analytics?What are some questions you have? Feel free to write in the comments of this post, or create your own post in the Gainsight CE channe

1240
cdonargo
4 months ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Education (CE)
How Customer Education Drives Product Engagement: Insights from Gainsight PX

Wouldn't it be powerful to know exactly how learners are engaging with your product after completing training or earning a certification? Using Gainsight’s PX application, our Education team gained deeper insights into how our eLearning courses and instructor-led events influence customer behavior. The results were compelling. Across the board, users who participated in training demonstrated higher engagement with the CS product. With every trained Segment, we observed increases in both product retention and feature adoption. In this context, product retention measures how often a user returns to use the product after initial engagement. We decided to focus on various cohorts of customers who had completed specific courses, learning paths, or certifications. To begin, we exported learner data from our LMS as CSV files and uploaded them as individual Segments in PX. Using PX Analytics' Retention and Feature Adoption Reports, we filtered these Segments to track and analyze user behavior.

2871
bholmes
4 months ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in Customer Education (CE)
Gainsight CE FAQ Series: Why Don’t All Choices Appear in the Dropdown?F.A.Q.

​A common question we hear from customers is “why don’t all options show up in a dropdown menu when you're trying to select courses or events to a learning path, or add learners to a group?”, and the solution is simpler than you might think! Our drop-downs currently display the first 10 items in alphabetical order by default. If you don’t see the option you're looking for, just start typing it in the search bar.For example, if your course or event starts with the letter “M,” simply type “M,”, or the first word of the title, and the relevant options will appear. This also works when adding learners to a group—type their name, and they’ll show up instantly! This function helps to keep dropdown menus streamlined and easy to navigate, especially when you have a large number of options to choose from.

160
cdonargo
4 months ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in Customer Education (CE)
Relationship Between Course Navigation & Milestones in Gainsight CEF.A.Q.

When building your courses in Gainsight CE, using milestones is an effective way to guide learners through the content while ensuring they meet key checkpoints and maintain understanding within your course. When adding milestones though, you have to be mindful of what kind of navigation you have set your course up as.  To go back to the basics of  Milestones, check out this post: Gainsight CE FAQ Series - How do I use Milestones in CE? Course Navigation Options + Milestones:Linear Navigation:  Freeform Navigation Learners must follow a set order for activities in the course.  Learners have the freedom to jump between activities in any order they choose.  Learners can’t move on to the next activity until they complete the associated milestone. If there is a milestone, reach the milestone for the current one (e.g., scoring 100% on a quiz). If they fall short (e.g., 75%), they must retake the activity to move forward. While they can move on without meeting a milestone,

230
cdonargo
4 months ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in Customer Education (CE)
Understanding Webhooks and APIs in Gainsight CE

While in the admin side of Gainsight CE, you might come across the terms "Webhooks" and "APIs." On a high level, they’re tools that can help you streamline your LMS processes inside and outside the Gainsight CE product.Keep reading for a breakdown of what they are, how you might use them plus the difference in this image from Zapier!Webhooks: Automatic Notifications for Real-Time UpdatesWebhooks automatically send information to your systems whenever a key event occurs in Gainsight CE.For example, webhooks can notify your system when: A learner activtivates their account in Gainsight CE   A learner enrolls in, starts, and completes a course.  A learner registers for an instructor led training (ILT) session.  A learner enrolls in, starts, or completes a learning path.Why Use Webhooks? 🤔Webhooks are useful for keeping your records up-to-date without manually updating them outside of CE. They also ensure that your colleagues or stakeholders who may not have Gainsight CE admin access can

780
cdonargo
4 months ago
neelam_mukherjee
neelam_mukherjeeGainsight Employee ⭐️⭐️
posted in Customer Education (CE)
📢📢Exciting Update: Customer Education Docs Now Live on Support.Gainsight.Com!

Dear Valued Customers,We are thrilled to announce that the Customer Education (CE) Product Documentation is now live on our Gainsight Docs portal! What's New?Centralized Access: All CE documentation is now available alongside other Gainsight product documentation, making it easier to find what you need. Improved Navigation: Quickly locate essential guides, tutorials, and resources.Important Information!Info Architecture: Organized into Subcategory > Guide > Topics, making it easy to navigate. Refer to the Gainsight CE Docs - Info Architecture (Folder Structure, Hierarchy, and Guide URLs) doc!Continuous Updates: Information will be updated regularly on support.gainsight.com/ce. Please use the new doc URLs to avoid confusion. Next Phase:Release notes will be included under the Gainsight Release Notes section. Visit the Gainsight Docs portal here to explore the Customer Education documents to stay up-to-date!Thank you for your continued trust. If you have any questions, please email

782
neelam_mukherjee
4 months ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in Customer Education (CE)
Gainsight CE Analytics: Saving 5000+ Rows of Data

Have you tried to save reports in Gainsight CE’s analytics and only received your report with 5000 rows? I have a hack for you! 🔓 There is a way to bypass that 5,000-row limit. Instead of downloading from the three vertical dots aligned with the filters (also, see images to follow along)…. Click on the three vertical dots aligned with the header names in the actual report (these dots will appear if you hover over any part of the header row). Choose 'Download data' and change the format to CSV (or your format of preference). Click on 'Advanced data options' and select 'All results' under the 'Number of rows to include.' Finally, click 'Download.' !!!  

493
daniel.truman
5 months ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in Customer Education (CE)
People Leaderboard Report Defined

The People Leaderboard report in Gainsight CE enables you to track your learners' progress across all their enrolled courses.  Key Features of the People Leaderboard Report:Keep reading to see how the numbers are calculated: Enrollments: The total number of courses each learner is enrolled in.  Total Course Completion: The total number of times a learner has completed any course. It’s important to note that this count is not unique per course, so if a learner completes the same course ten times, this number will reflect ten completions. In-Progress Courses: The number of courses that learners have started but not yet finished.  Overall Completion: The percentage of courses that a learner has finished at least once to the total number of courses they are enrolled in.

20
cdonargo
5 months ago
ElleShutty
ElleShuttyGainsight Employee ⭐️
posted in Customer Education (CE)
CE+CS: Better Together

We recently released a one-click integration between our Customer Education (CE) product (FKA Northpass) and our Customer Success (CS) product. Release notes can be found here. With this out of the box integration you gain the ability to:Build custom reports on CE data within CS Send CE data to external systems via CS Enroll Learners into Courses as an action within Journey Orchestrator in CSThis allows you to more efficiently:Give your Customer Success team access to their clients’ Customer Education activity Pair your CE data with data from other sources to make it more insightful Take action on your CE dataGetting StartedOnce you have Gainsight Platform SSO enabled, you can turn on the CE Connector on the Connectors page. If you don’t see this option, please open a support ticket. There is no configuration necessary to get the data flowing, and it will sync once a day after it’s enabled.You can see a list of the objects here that will now be available in CS for use in Reports, Data

1171
cdonargo
5 months ago
Zach B
Zach BGainsight Employee ⭐️
asked in Customer Education (CE)
Does completing a course in one learning path also mark that same course as completed in another learning path?

If I have a course that is shared across multiple learning paths, does completing it in one also mark it as completed in the others?

291
cdonargo
5 months ago
D
dprosserContributor ⭐️
asked in Customer Education (CE)
Course Tile Ribbon Color

Is it possible to change the color of the ribbon added to the course tile? Also, I noticed there is a character limitation. Can that be increased? Thank you for the help!  

261
kathleenkenny23
5 months ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in Customer Education (CE)
Gainsight CE FAQ Series: How to Increase Learner Engagement? Part 2

In our previous post, we discussed how to identify learners who have not started or completed their courses and those who have not activated their accounts. Now, let's dive into how you can to re-engage these learners and bring them back into your academy.  Here are a few actionable steps you can take: Group Notifications: Send group/broadcast messages in Gainsight CE to remind users to complete courses or activate their accounts in the Academy. See the below images as an example of how you can send a message to all users who have not started your ‘101 Course’!  I created a name for the purpose of the message I am sending for my personal admin organization. I also gave the message an attention grabbing subject line with a call to action for the recipients. Here, I have created a group of all of the learners that haven’t started the desired course that I’m sending a notification out for. I am planning of sending this message to all not-activated and activated learners who are part of th

583
R
5 months ago
D
dprosserContributor ⭐️
asked in Customer Education (CE)
View/access ability to courses in the catalog when groups are set up

In our CE platform we have groups set up so that certain roles can only view/access the specific courses we add for their group. If we mark the course for “In Catalog” but do not add the course to the group - will those users in that group be able to view/access that course?I was not sure if “In Catalog” means EVERY user can view/access the course or only courses added to the group (no matter if a course is In Catalog or not).

291
cdonargo
5 months ago
H
Hannah BaileyContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Education (CE)
Assign Badge in Community when someone get certified in CE.

Our company has both CE and CC with gainsight. We are wanting to assign a badge in the community when someone gets certified within CE.  What is the best way to set this connection up? And what are necessary steps?

532
K
5 months ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in Customer Education (CE)
Course Building Best Practices: RepetitionBlog

Let's talk about the magic ingredient of education throughout your courses: Repetition 🔮  By reinforcing key information through repetition, we combat the forgetting curve, ensuring that crucial knowledge sticks. According to this Linkedin article, most new information learned by adults is forgotten after 24 hours. What is fun about the customer education industry is that we can be as creative as you want when it comes to course and content creation! This concept is important, and you don’t want your content to sound monotonous. How you can effectively implement this using the Gainsight CE course builder?Clear Course Outlines: Start by using the course short and long descriptions to outline the agenda. Provide a roadmap for your learners so they know what to expect 🖼 Variety is Key: Mix up your content formats. Incorporate videos, presentations, and interactive activities, to reinforce concepts throughout the course journey 🎨 Check for Understanding: Don't forget the importance of a

190
cdonargo
5 months ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in Customer Education (CE)
Gainsight CE Office Hours: Group Management Recap

If you weren’t able to join our Gainsight CE Office Hours on Group Management, see the recording and overview below! Why use groups in Gainsight CE? (8:18)-Allow you to keep learners organized, segment content to specific groups, creating personas, seperate by persona, products, customer names, -Add and remove learners, courses and learning paths, How do I create groups and where do learners see that content? (10:14)-Groups are created in Gainsight CE via the People tab  -Add learners in a group with the Add button in the group itsself, or you can add a large group of users from the People tab (as if you are inviting them to the instance for the first time) and add a list of emails to a group (19:20). -Learners see assigned courses and learning paths on their dashboard (don’t forget to assign content to the group).  Where is the best place to track group data? (27:12) -Most analytic dashboards in CE have a filter to separate data by group, but we spoke about the below: -School activity

953
cdonargo
5 months ago
H
Hannah BaileyContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Education (CE)
Updating/Deleting a course that is tied to a learning path

We have been live with Gainsight CE for a few months now. But needing to update or delete an existing course and wanting to know the following scenarios….What happens when Updating a Course?Publish to Everyone & Force Retakes  How does this affect the learning path to which the course is tied? If they have completed that learning path, will it change the progress of that learning path? Does it notify the users of a forced retake the course or learning path?  What happens when Deleting a Course? How does this affect the learning path to which the course is tied? If they have completed that learning path, will it change the progress of that learning path?  Adding new courses to learning path How does this affect the learning path to which the course is tied? If they have completed that learning path, will it change the progress of that learning path? Does it notify the users of a forced retake?

731
cdonargo
5 months ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
posted in Customer Education (CE)
Developing Human-First Learning Content and Measuring Education's Impact

Hi everyone! I wanted to share a few recent resources (and folks to consider following!) that might be helpful. The first is a webinar with the wonderful Donna Weber, who is an expert at customer onboarding and enablement. Donna presents a succinct and actionable 6-step framework to developing human-first learning content aligned to the jobs to be done approach and leverages a familiar framework: who, what, why, when & where, and how, plus deliver content at the right time and place to the right user. Check out the webinar recording to learn more!The other is a podcast I recently recorded with Dave Derington, a former colleague, customer education thought leader, and host of the podcast CELab. I recently sat down with Dave to talk about how we’re getting better at painting that picture at Gainsight with the use of telemetry or product usage data. We discussed how we’re measuring value and impact, the tools we’re leveraging, and the program improvements and decisions it will help dr

430
lila_meyer
6 months ago

Badges

Show all badges
Terms & ConditionsCookie settings