CEdMA Blog

An Introduction to AI Virtual Tutors

Posted by Kristine Kukich on 3/20/2024


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Topics: customer education, artificial intelligence, AI, virtual AI tutors, aiince

Foundations of Augmented Intelligence in Customer Education

Posted by Kristine Kukich on 1/31/2024

The Feedback Revolution: How Generative AI is Transforming Customer Education Assessments

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Topics: customer education, artificial intelligence, AI, generative AI

Using a Customer-first Voice in Customer Education

Posted by Debbie Smith on 12/20/2023

A customer-first voice is a way of speaking and writing that focuses on the customer's needs and wants. It's about using clear, concise language that is easy to understand. It's also about being helpful and friendly and always putting the customer first. It helps establish a customer-centric culture.

In a customer-first voice, you focus on creating a positive experience. You need to understand the customer's perspective, anticipate their questions or concerns, and address them effectively through your writing.

Characteristics of a customer-first voice include:

  • Empathy: Show understanding and compassion for the customer's challenges or pain points.
  • Clarity: Use clear and concise language to convey messages and instructions without confusion.
  • Simplicity: Avoid jargon or complex terminology that might hinder comprehension.
  • Active Voice: Use active voice to make the writing more engaging and direct.
  • Personalization: Tailor your writing to the specific needs and preferences of the customer.
  • Positive Tone: Use a friendly, approachable, and helpful tone to build rapport and trust.
  • Solution-Oriented: Offer solutions and provide relevant information to address customer needs.
  • Consistency: Use a consistent voice and tone to reinforce the customer experience.

When you write using a customer-first voice, it helps you connect with customers. It helps convey information effectively and ultimately enhances customer satisfaction.


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Topics: customer success, customer education, customer first

The Evolution of Chatbots: How can I use them?

Posted by Kristine Kukich on 11/22/2023


What are Chatbots?

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Topics: customer education, artificial intelligence, AI, chatbots

How to move from instructor-led training to e-Learning

Posted by Sarah Sedgman on 11/9/2023

The shift from instructor-led training (ILT) to eLearning is not merely a change in tools, but a transformation in how organizations create, maintain, and deliver education. Before embarking on the transition, it is important to understand how the change will affect all stakeholders, learning creation processes, and learning journeys. In this article, I provide some tips on the steps I took when helping companies make the move from instructor-led training to eLearning.

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Topics: customer education, instructor-led training, eLearning

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