From Human-Led, Digitally Delivered: Lessons From Building Customer Education From Scratch

Session Abstract

Allyson Pellicci of Wood Mackenzie shifted the company's customer education model from in-person, bespoke training for top-tier accounts to a digital training program for all customers, built with Gainsight CE. In this session, she shares a practical, behind-the-scenes look at how they launched their first MVP, expanded their content, and tied education to business outcomes like engagement and retention, including lessons learned, what to prioritize when starting with zero CE infrastructure, how to grow a content library without overwhelming the team, and how digital education can support high-touch goals.