© FORRESTER RESEARCH, INC. ALL RIGHTS RESERVED. 3. Creating effective education comes with challenges. Creating an ideal customer education program is no easy task. Surveyed decision-makers reported struggling with finding the right technology and not having the right skills or resources in-house to maximize the potential of their programs. 4. Successful firms use vendors as true partners. In this study, we compared the organizations with the highest and lowest success in their education programs. The first key difference between these groups is that high-success organizations are far more likely to have formalized education programs. Low-success orgs tended to have only partially formalized programs or ad hoc initiatives. The second key difference is in how they utilize partners. When high-success orgs work with a third-party education vendor, they are far more likely to do so to get strategic help and skills that they don’t have in house, whereas low-success orgs tend to outsource just to speed up timelines and cut costs. As a result, high-success firms get far more out of these vendor relationships. 5. AI will play a crucial role in the future of education. In the months and years to come, the rapid proliferation of genAI will make a significant impact on the customer education landscape with use cases like accelerating content creation, personalizing learning paths, and automating data analysis. Even today, more than half of decision-makers reported that their organizations have begun using AI in their education programs, and 95% expect to do so within 18 months.
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