• Teams hiring their first dedicated customer education lead are grappling with how broad the role should be. Discussions center on which capabilities matter most early, from hands-on content creation and certification design to AI fluency and cross-functional alignment, and which expectations can realistically wait until the program matures.
• Are help centers entering a more video-first era? Community members are comparing short tutorials and embedded clips as ways to reduce friction in self-serve learning, and sharing how they decide when video actually improves comprehension versus when it adds maintenance overhead.
• As AI experimentation moves from novelty to necessity, education teams are comparing which premium AI tools actually hold up in day-to-day enablement work. The conversation focuses on real use cases like explaining workflows, supporting pre- and post-sale learning, and scaling education without sacrificing accuracy.
• Teams planning high-stakes certifications are pressure-testing what exam development actually costs. People are swapping ranges, hidden line items, and lessons learned around validation, psychometrics, and governance, especially where credibility and defensibility are non-negotiable.

AI agents are emerging as a powerful way for teams to scale customer education. But when they’re implemented as isolated automations, they tend to increase activity without improving adoption, retention, or expansion.

In 101 Strategic Ways to Use AI Agents in Customer Education, Vicky Kennedy outlines what it actually means to deploy agents as a system. Using the Seven Dimensions of Customer Education Strategy, she walks through 101 practical, high-impact use cases that show how agentic delivery can support business goals, personalize learning at scale, and connect education to measurable outcomes without creating sprawl.

For education leaders thinking seriously about an agentic future, this piece offers a clear, strategic path forward.

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On Feb 24th, join us for a step-by-step walkthrough to add a course-aware AI coach. Your learners can use this AI chat to ask questions in the moment and stay engaged. Powered by LearnWorlds and Zapier.

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