The Changing Learner Experience

This is the first of three blog postings focused on the changing learner experience and the impact on Educational Services and Customer Success.

It’s often said that one of the few things that has NOT changed over time is the classroom. We could look at pictures of classrooms from 1812, 1912, or even 2012 and we will see that the construct of the classroom is the same -- there are learners, an instructor, and some type of presentation medium.

In the last 30 years, the only “new” aspect that has been introduced to “evolve” the classroom is the ability to offer classes virtually in an environment where learners and instructors are geographically dispersed and technology is used to bring the learners, instructor, and presentation medium together.

In the last 10 years, we have seen a new concept called the “flipped” classroom where traditional “homework” or self-directed learning occurs first. Then, the learners and instructor come together and the instructor is more of a coach-mentor who validates the output of the self-directed learning.

As we contemplate the evolution (or lack thereof) of the classroom environment, something interesting and a bit shocking has happened. Enrollments in traditional brick-and-mortar training classes are on the decline. Not only that, but enrollments in virtual training classes are also on the decline!

From an Educational Services perspective, this leads to two big questions:

1. What is the role of the instructor in this changing learner landscape?
2. In this changing learner landscape, how does a learner consume complex topics in a self-directed manner?

From a Customer Success perspective, how can we ensure that our customers are learning about our product, adopting the product, utilizing the product effectively and, ultimately, expanding the product in their network?

In the next two blog posts, I will explore in more detail these questions about the impact of the changing learner experience and its relationship to Customer Success.