Learning That Moves Customers

I’m really looking forward to speaking at LearnTec on May 7th at 11:15.

This talk is focused on customer education—and how we need to rethink it entirely.

For too long, customer education has been treated like content: courses, resources, onboarding flows, help centres. Useful, yes. But often disconnected from what actually drives behaviour, adoption, and business performance.

What I’m exploring in this session is a shift in perspective: from customer education as information delivery, to customer education as a performance system. One that is designed intentionally around outcomes—how customers think, decide, act, and succeed in real time.

We’re also at an interesting moment with AI in the mix, where education can become far more adaptive, contextual, and embedded into the customer experience itself. That opens up a very different conversation about what “good” looks like.

I’m genuinely excited for the dialogue at LearnTec—not just to share ideas, but to hear how others are tackling this in practice, where it’s working, and where it’s still breaking.

Mostly, I’m grateful to be part of a community that’s willing to question how we’ve always done things, and imagine something better.

If you’re there, come say hello.