You Asked for Data, We Answered

Fresh off the press—our 2025 Trends Report is here. After 10 years in the education arena, and a history in setting CE benchmarks, we hear a host of common questions:

Where does CE actually sit in an organizations and how do you get investment?
How do top teams prove value and get their C-Suite bought in?
Is AI really all it's been hyped up to be?

Naturally, we knew you were hungry for more data and benchmarks—but not in another “State of CE” report full of flat stats without advice. So, we made sure to also get you real insights straight from the voices of people actually doing the work.

We surveyed over 100+ customer education teams to find out what’s working, what’s broken, and what’s next—and they delivered. All from companies like Airtable, SurveyMonkey, Clever, Personio, and Autodesk.

The result? Insanely clear takeaways on how Customer Education is entering its next chapter in 2025. Scroll down to take a peek.

What did we learn?

When it comes to how CE teams are structured—there's no 'one-size-fits-all' structure

Where does your Customer Education team currently sit in your organization?
2%
We don't have a customer education program
14%
We have our own Customer Education Department
31%
Customer Success / Digital Customer Experience
9%
Customer Support
5%
Product Education
15%
Customer Enablement
8%
Professional Services
8%
Product / Engineering
8%
Marketing
2%
HR Internal Learning and Development

Most CE teams are putting effort into new course creation, yet can hardly pinpoint which drove the most impact

What portion of your courses do you think drove the most impact in 2024?
15%
0-10% of courses
34%
11-20% of courses
24%
21-50% of courses
5%
51-70% of courses
22%
I don't know

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The pressure to prove impact is mounting for most teams—your C-Suite won't settle for course-specific metrics alone

AI isn't the solution for all the industry's challenge, but shows the most promise in course creation and updates

Where do you think AI will have the most impact on your Customer Education program?
60%
Accelerating course creation and content updates
5%
Providing personalized learning paths experince (role-based, industry-based, etc.)
8%
Automating administrative tasks (e.g, scheduling, reporting)
11%
Analyzing customer learning behavior and feedback
9%
Localizing course content

Here’s a peek at what the pros had to say

AI is most powerful when it enhances, not replaces, our creativity. I’ve used AI to draft initial content, allowing subject matter experts to focus on adding depth and context instead of starting from scratch. This approach frees up time for strategic work like content distribution and innovation.
Roberto Aiello
Sr. Learning Experience
Designer, Personio
We used to think 'more is more'. We were thoroughly on the content creation hamster wheel. 2024 was the year where we really zoomed in on the type of courses that have the biggest impact, and I'm never turning back.
Blair Mishleau
Principal Customer Education
Program Manager, Clever
When we look at our data, the clearest insight is that an educated customer is a better, happier customer. They use the product more often and in more complex ways. They also are more likely to expand or retain.
Eric Mistry
Strategy & Shared
Services Operations
Manager, Contentsquare

Happy reading!

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