Intersection of L&D, CEd, and CX

How Learning & Development, Customer Experience, and Customer Education Create a Human-Centered Approach to Growth

In the worlds of Learning & Development (L&D), Customer Experience (CX), and Customer Education, our mission is simple: to empower people. While each field might look different on the surface, at their core, they all aim to provide individuals with transformative knowledge experiences. Each of these fields plays a unique but complementary role in helping people connect more meaningfully with the tools and information they need to succeed, grow, and enjoy their work.

Throughout my career, this mission has been the driving force behind everything I do. From early mentors who encouraged my growth to the many leaders and learners I’ve worked with, I’ve learned that listening is the foundation of great knowledge transfer. When we understand where people are coming from and respect their unique journeys, we can deliver experiences that feel personal, supportive, and impactful.

Mentorship and the Early Days: My Foundation

At the start of my career, I was fortunate to have mentors— Artis Hemmingway , Dorothy Navarro, and Marge OConnor —who believed in my potential to be an impactful trainer. They didn’t see me as competition; instead, they saw my growth as an extension of their own legacies. They taught me the importance of translating information into something others can use, all while listening and adapting to the needs of the learners in front of me. That “pay it forward” philosophy has shaped my approach ever since, pushing me to build experiences that uplift others, just as my mentors did for me.

Human-Centered Tools: Technology as a Support, Not a Replacement

In today’s world, we have tools like Digital Adoption Platforms (DAP), Learning Management Systems (LMS), and Knowledge Management Systems (KMS) that allow people to learn and adapt at their own pace. These technologies provide more than just training; they serve as touchpoints in a user’s journey. For instance, a DAP can deliver in-app guidance and track success rates, showing us not only how users interact with the software but also whether they’ve created their own workarounds, shortcuts, or “cheat sheets” to get the job done.

By identifying these patterns, we can shape content that aligns more closely with what users actually need rather than what we think they need. This kind of personalization, built on real data, allows us to treat technology as a partner in human-centered growth—not as a replacement for human insight and creativity.

Empathy and the Art of Listening: The Key to Personalization

Empathy isn’t just a buzzword in L&D, CX, and Customer Education—it’s foundational. When we listen to our customers and learners, we gain insights into their diverse paths, whether they’re new to their roles or adapting to a new system. By using feedback loops and analyzing data-driven insights, we can adapt our strategies to meet people where they are, providing content that feels relevant and intuitive.

For instance, listening can mean using data from a DAP to see where users struggle and adjusting the support we provide. Or, it can mean creating micro-learning options in an LMS that allow employees to gain specific skills without feeling overwhelmed. When we listen, we respect people’s unique journeys and offer knowledge they can truly absorb and use.

Defining Success: Beyond Metrics to Behavioral Change

It’s tempting to measure success in completion rates or performance scores, but the real impact of L&D, CX, and Customer Education goes beyond metrics. Success is about whether people feel equipped to do their jobs better and experience a genuine improvement in their workflow. In the case of DAPs, success might mean users no longer need a guide because they’ve fully integrated the new processes into their routines. When people feel capable and confident, we know we’ve created a sustainable learning journey.

Suggestions for Enhancing Knowledge Transfer Across Fields

For anyone building or leading an L&D, CX, or Customer Education program, here are a few ideas to create more personalized, impactful experiences:

1. Use Feedback Loops Regularly: Gather continuous feedback to understand both engagement levels and where users face obstacles. Listening isn’t a one-time event—it’s a habit that helps us evolve alongside our users.
2. Analyze User Data Thoughtfully: DAPs and other tools provide valuable data on user behavior. Look for patterns, like the creation of shortcuts or “cheat sheets,” that reveal how users actually interact with systems. Insights like these allow us to shape future content to align better with real-world needs.
3. Encourage Self-Directed Learning: Equip users with the resources they need for independent exploration. This not only builds confidence but also makes learning feel more natural, like an extension of their role.
4. Balance Metrics with Meaningful Outcomes: While metrics are important, prioritize measuring behavioral changes, such as increased self-sufficiency or a reduced need for support, to gauge real impact.