CELab is the Customer Education Lab for Innovative Customer Success, Enablement, and Marketing Teams. Our mission is to explore how to build Customer Education programs, experiment with new approaches, and exterminate the myths and bad advice that stop growth dead in its tracks.
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CELab is the Customer Education Lab for Innovative Customer Success, Enablement, and Marketing Teams. Our mission is to explore how to build Customer Education programs, experiment with new approaches, and exterminate the myths and bad advice that stop growth dead in its tracks.
CELab - Ep 167 - Dan Braithwaite - ILT Reborn! How Mediaocean Builds Engagement & Community in Customer Education through Live Engagement
CELab: The Customer Education Lab
1 hour 5 minutes 58 seconds
1 month ago
CELab - Ep 167 - Dan Braithwaite - ILT Reborn! How Mediaocean Builds Engagement & Community in Customer Education through Live Engagement
In this episode of the Customer Education Lab, host Dave Derington welcomes Dan Braithwaite, Senior Director of Product Training at Mediaocean, for a deep dive on modern Instructor-Led Training (ILT) and its powerful impact in B2B SaaS customer education. Dan shares real-world stories, practical frameworks, and a human-centered approach to ILT that has helped shape Mediaocean’s global learning strategy.
Tune in as we debunk ILT myths, unpack a hands-on framework spanning “Tell Me, Show Me, Let Me Try,” and discuss how to build truly engaging experiences for customers and internal learners. If you want actionable strategies on scaling customer education, maximizing engagement, and measuring impact, this episode is a must-listen!
Key Episode Topics & Highlights
ILT’s evolution: from “dead” to indispensable in SaaS training
Building global, scalable, virtual instructor-led programs
“Tell Me, Show Me, Let Me Try” framework
Multimodal learning and accommodating diverse learner styles
Turning classrooms into communities & leveraging peer learning
Avoiding common mistakes in new ILT programs
The power of thoughtful post-training experiences and measurement
Using feedback loops, NPS, support ticket data, and product engagement tools
Driving adoption, retention, and tangible business impact via training
CELab: The Customer Education Lab
CELab is the Customer Education Lab for Innovative Customer Success, Enablement, and Marketing Teams. Our mission is to explore how to build Customer Education programs, experiment with new approaches, and exterminate the myths and bad advice that stop growth dead in its tracks.
