L&D Must Change 32. When Customer Education and L&D Collide with Debbie Smith
L&D and customer education are similar, but not the same. There is a lot L&D can learn from this parallel profession. In this episode, Debbie Smith joins Jess Almlie to reveal the secrets of successful customer education that L&D should adopt as their own. They discuss why learners should feel empowered, not controlled whether or not those learners are external customers. As well as how L&D can adopt the data-driven, outcome-focused mindset that customer education requires.
Jess and Debbie discuss
- The top priorities of customer education vs. L&D.
- The differences in designing for voluntary vs. captive audiences.
- Applying Mayer's 12 principles of multimedia design combined with cognitive load theory.
- Using adoption paired with company drivers and goals as measures for success.
- Tracking patterns of behavior change long term.
- Focusing on long-term business impact.
About Debbie Smith
Debbie is the Senior Director of Visier University and president of CEDMA (Customer Education Management Association). She is a Customer Education (CE) leader with extensive experience in CE strategy, certification, instructional design, eLearning design and development, customer experience, and project management. As a member of the CE community, she is a sought-after mentor and thought leader in the growth and evolution of the industry. She has led large and small teams at various SaaS companies and serves on a number of customer advisory boards. She has contributed to two books, multiple podcasts, and webinars. She is a frequent speaker at industry conferences.
Find and connect with Debbie Smith
- Website: Visier University
- Website: CEDMA
- DevLearn Conference 2025
Find and connect with Jess Almlie
- Website: jessalmlie.com
- L&D Must Change Newsletter
- Book: L&D Order Taker No More! Become a Strategic Business Partner
Additional Links from the Show
- Article: Mayer's 12 Principles of Multimedia Learning
- Article: Cognitive Load Theory and Instructional Design
Now Available! Jess's book, L&D Order Taker No More! Become a Strategic Business Partner, published by ATD Press, is now available for pre-order wherever books are sold! To learn more and be the first to get behind-the-scenes updates, early sneak peeks, and join the virtual launch party, join Jess's email list! You'll get the L&D Must Change newsletter delivered to your inbox weekly as well as special updates on the book when available. Click here to join!