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Why Customer Education Is Becoming the Customer Experience with Adam Avramescu
Episode Description
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Don't sacrifice your own taste.
Content moves fast these days. Tools can write it, cut it, and localize it in seconds. But the parts of your work that connect with people, those still come down to you.
In this episode, host Matt Pierce sits down with Adam Avramescu, fractional leader and consultant in Customer Education and Scaled Customer Experience, to talk about how AI is reshaping the way we teach and support customers.
They explore where AI genuinely contributes, where it falls short, and how customer education is becoming something much bigger than courses and certifications. Adam also gets into how to build real taste as a creator, and why the best AI tools still depend on good, human-made content.
Learning points from the episode include:
- Good documentation allows you to get your AI support tool up and running fast, Adam saw this pay off first hand with a 25% drop in tickets and over 80% of eligible questions resolved by AI during Personio's busiest time of year.
- AI avatars, voice, and localization have gotten good enough to lean on for things like product walkthroughs that need frequent updates, but letting customers know when they're watching something AI-assisted is key!
- Taste comes down to inspiration plus discernment. Adam's advice is - embrace the tools for what they help you do, but don't lose your own taste in the process, because that human judgment can't be replicated.
Important links and mentions:
- Connect with Adam Avramescu on LinkedIn
- Adam's podcast on customer education, co-hosted on a rotating panel format
- Adam's podcast on the future of CX, co-hosted with Dee Kapila
- Fin - the AI support tool Adam mentions using at Personio
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