Quantifiable Impact: How Airtable Drove +15% Retention with a Unified (+ AI Powered) Education and Community Strategy

Session Abstract

Digital programs like customer education and community are crucial for scalable success and 1:many engagement—yet they’re often treated as separate, isolated initiatives. In this session, you'll learn how Airtable's Scaled Customer Success team unified Airtable Academy and Airtable Community into a cohesive customer experience, fueling a 15% increase in retention. We'll also show how pairing on-demand education and peer-driven support with AI has created a scalable system for personalization, action-orientation, and relevancy at every touchpoint. Attendees will leave with: Actionable strategies for unifying education and community programs, a framework for reporting quantifiable impact across your leading and lagging indicators, and real, practical examples of embedding AI into digital customer success operations.