How AI Transforms Customer Education at Scale

How AI Transforms Customer Education at Scale

Most customer education teams are measuring the wrong things. The ones who are not are already thinking differently about AI. Shawn Dinnocenti [https://www.linkedin.com/in/shawn-d-7abb1b188/] did not arrive at this perspective through theory. She arrived through data. As a customer education leader at Docebo, she has spent years connecting training outcomes to business results, tying knowledge articles to support ticket volume, and turning enrollment numbers into a reason to celebrate with marketing. Her work is grounded in one belief: if you cannot link learning to what actually matters to the business, you will always be on the outside looking in. In this episode, I speak with Shawn about what it looks like when customer education earns a seat at the table. She shares how AI is enabling her team to move customers from adopters to advocates at scale, why outcome-tied enablement works better than training mandates, and what separates the teams who will thrive with AI from those who will end up with the modern equivalent of death by PowerPoint. For Shawn, the distinction is not about the tools you use. It is about whether you are clear on the problem you are trying to solve. Some curious takeaways: * Link every enablement initiative to the outcomes your customers already care about * Let AI surface patterns in your data and act on what is actually working for them * Ask what problem you are solving before deciding if training is even the answer Episode highlights: (00:00) Welcome to Harald’s Curious Corner (00:52) How AI has shifted the way customer education works (01:45) Taking customers from adopters to advocates at scale (02:36) The storytelling approach that gets people to actually engage (03:01) How electronic badges became a customer education game changer (06:06) Mapping customers with data to drive smarter learning campaigns (08:39) What separates teams getting AI right from the rest Connect with the guest: Shawn Dinnocenti on LinkedIn: https://www.linkedin.com/in/shawn-d-7abb1b188/ [https://www.linkedin.com/in/shawn-d-7abb1b188/] Follow me on the following sites: Harald Overaa on LinkedIn: https://www.linkedin.com/in/haraldovera/ [https://www.linkedin.com/in/haraldovera/] Subscribe to Harald’s Newsletter: https://www.linkedin.com/newsletters/6901795950403186688/ [https://www.linkedin.com/newsletters/6901795950403186688/]

Building Learning Infrastructure For The AI Era

People are already learning with AI. The question is whether L&D helps shape that learning, or gets left handing out content no one asked for. Mirza Selimovic [https://www.linkedin.com/in/merzudinselimovic/]’s story does not begin in a classroom or a corporate learning team. It begins with resilience. As a refugee from Bosnia, a first-generation graduate, and someone who wrote his dissertation while his newborn son was in the NICU, Mirza brings a deeply human lens to learning, growth, and leadership. In this episode, I speak with Mirza about what happens when L&D stops acting like a content function and starts working closer to the business. His view is grounded in adult learning theory, shaped by real operational pressure, and sharpened by the speed of AI. Learning, for Mirza, is not just an art or a science. It is both, and the best teams know how to hold those two ideas together. Some curious takeaways: * Design learning around real business problems, not requests for more content * Use AI to test, build, and learn faster without losing sight of the human need * Give teams the infrastructure to solve local learning problems with shared guidance Episode highlights: (00:00) Welcome to Harald’s Curious Corner (00:33) How resilience shaped Mirza’s view of learning (02:18) Writing a doctorate from the NICU (04:28) Finding the path from healthcare to L&D (05:06) Building a corporate university that changed culture (07:32) Why adult learning theory still matters (09:47) What AI is forcing L&D to rethink (11:40) Moving fast without losing business focus (13:41) Why L&D is becoming an enablement architect (16:58) What happens when people learn without L&D Connect with the guest: Dr. Mirza Selimovic, EdD on LinkedIn: https://www.linkedin.com/in/merzudinselimovic/ [https://www.linkedin.com/in/merzudinselimovic/]  Follow me on the following sites: Harald Overaa on LinkedIn: https://www.linkedin.com/in/haraldovera/ [https://www.linkedin.com/in/haraldovera/]  Subscribe to Harald’s Newsletter: https://www.linkedin.com/newsletters/6901795950403186688/ [https://www.linkedin.com/newsletters/6901795950403186688/]

From Sugar Pills to Strategy: L&D's AI Wake-Up Call

Most L&D teams are using AI to go faster. The best ones are using it to ask harder questions. Egle Vinauskaite [https://www.linkedin.com/in/vinauskaite/] joins me for a conversation that sits at the intersection of AI, performance, and the evolving identity of Learning & Development. Fresh from the keynote stage at Docebo Inspire, she brings both an evidence-based and practical lens to what separates high-performing L&D functions from the rest. That perspective comes through in everything we discuss. In this episode, we look at why so many L&D teams are still treating AI as a small tweak rather than a wholesale shift in how work gets done. Egle reflects on why performance is a systems problem, not a content problem, why the highest-performing L&D leaders think like business leaders first, and what it means for our field when organisations start rolling out AI strategies without us in the room. Some curious takeaways: * AI is changing the work L&D supports, not just the tools L&D uses * The highest-performing L&D leaders think like business leaders, not learning leaders * Solving the obvious problem is often solving the wrong one Episode highlights: (00:00) Welcome to Harald’s Curious Corner (00:47) What genuinely excites Egle about L&D right now (02:25) How AI tools are enabling deliberate practice (04:41) Moving from course builder to learning architect (05:28) What the organization actually expects from L&D (07:42) The danger of treating AI as just a small tweak (09:36) L&D as investigative journalist and problem solver (10:23) The diagnostic mindset and holistic performance (11:29) What separates high-impact L&D teas in 2-3 years (14:23) The pharmacist vs doctor approach to L&D Connect with the guest: Egle Vinauskaite on LinkedIn: https://www.linkedin.com/in/vinauskaite/ [https://www.linkedin.com/in/vinauskaite/]  Explore Nodes: https://www.nodes.works/ [https://www.nodes.works/]  Follow me on the following sites: Harald Overaa on LinkedIn: https://www.linkedin.com/in/haraldovera/ [https://www.linkedin.com/in/haraldovera/]  Subscribe to Harald’s Newsletter: https://www.linkedin.com/newsletters/6901795950403186688/ [https://www.linkedin.com/newsletters/6901795950403186688/]

The New Role of L&D Leaders Architects of Experience and Knowledge

How can L&D leaders use technology to drive real business impact? In this wrap-up, I summarize what went down in Docebo Inspire 2026 and discuss what truly stood out during the conference. Time and again, the focus was on how learning and development can go beyond just creating programs to becoming architects of impactful experiences. The conversation constantly returned to the need for L&D to embrace AI and technology not as shiny new tools but as strategic partners that help solve real business problems. The most successful L&D teams are those that stay grounded in the needs of the business, use data to drive decisions, and remember that human connection remains at the heart of learning. I’m also evolving the direction here. Instead of just focusing on a series of conversations, I’ll be diving into more standalone insights, giving me the flexibility to explore the latest trends and most exciting developments in L&D, customer education, and enablement. Some curious takeaways: * Focus on architecting meaningful learning experiences, not just programs * AI is most effective when used strategically to solve real business problems * True L&D leadership lies in aligning technology with human connection Episode highlights: (00:00) Welcome to Harald’s Curious Corner (01:10) The evolution of L&D from facilitators to experience architects (03:00) The importance of staying close to business problems (05:20) Leveraging AI to solve real problems, not just speed up tasks (08:00) How L&D can use data to drive meaningful change (10:15) Moving from building programs to designing impactful experiences (13:10) The role of human connection in a tech-driven world (16:05) Reflecting on the future of L&D and what comes next Follow me on the following sites: Harald Overaa on LinkedIn: https://www.linkedin.com/in/haraldovera/ [https://www.linkedin.com/in/haraldovera/]  Subscribe to Harald’s Newsletter: https://www.linkedin.com/newsletters/6901795950403186688/ [https://www.linkedin.com/newsletters/6901795950403186688/]

How L&D Can Drive Real Behaviour Change

The real challenge for L&D is not delivering content. It is helping people change how they work. Jon Harald Espolin [https://www.linkedin.com/in/jon-harald-espolin-johnson-43aaa334/] joins me for a conversation that sits at the intersection of leadership, learning, and change. Before moving into consultancy, and later becoming SVP of Learning & Development at XXL Sport & Villmark [https://www.xxl.no/], he spent a decade in the army, where he became fascinated by a simple question: what actually helps people grow? That question stayed with him as he moved into corporate learning. In this episode, we look at why so much workplace learning still struggles to shift behaviour, especially when the realities of the job get in the way. Jon Harald reflects on what retail reveals about motivation, why most development efforts ask too little of practice, and what L&D can borrow from elite sport when the goal is lasting change. Some curious takeaways: * Stop telling people what to do and create the conditions for reflection instead * In retail, learning only gets prioritised when managers are measured on it * Leadership change needs practice in the real world, not inspiration in a meeting room Episode highlights: (00:00) Welcome to Harald’s Curious Corner (01:50) How the army shaped his view of leadership (04:59) Moving from presentation to real learning (07:02) Better questions create better learning (11:47) Moving in-house at XXL Sport & Villmark (13:27) Rethinking training in a retail business (14:55) Choosing an LMS in the real world (18:00) When implementation gets difficult (24:50) Managers decide what gets prioritised (27:06) The deeper challenge of behaviour change (28:50) Lessons leaders can take from top athletes (31:33) Practice and feedback build culture (36:05) Why so much training still fails Connect with the guest: Jon Harald Espolin on LinkedIn: https://www.linkedin.com/in/jon-harald-espolin-johnson-43aaa334/ [https://www.linkedin.com/in/jon-harald-espolin-johnson-43aaa334/]  Explore XXL Sport & Villmark: https://www.xxl.no/ [https://www.xxl.no/]  Follow me on the following sites: Harald Overaa on LinkedIn: https://www.linkedin.com/in/haraldovera/ [https://www.linkedin.com/in/haraldovera/]  Subscribe to Harald’s Newsletter: https://www.linkedin.com/newsletters/6901795950403186688/ [https://www.linkedin.com/newsletters/6901795950403186688/]