What happens when training stops being fragmented?
Join our live webinar on March 12 and discover how to run training and enablement as a structured system, not fragmented workflows.
Discover what’s next at Colossyan Beyond.
Join our live webinar on March 12 and discover how to run training and enablement as a structured system, not fragmented workflows.
Discover what’s next at Colossyan Beyond.
In Episode 8 of the Business AI Playbook, we explore how Agentic AI is transforming customer education — from content creation to workflow automation and real-time personalization. Dominik sits down with Mark Oehlert, Director of Customer Education at Qualtrics, to discuss how AI agents are replacing manual processes, accelerating content updates, and reshaping the role of education teams in modern SaaS organizations.
In Episode 8 of the Business AI Playbook, we explore how Agentic AI is transforming customer education — from content creation to workflow automation and real-time personalization.
Dominik sits down with Mark Oehlert, Director of Customer Education at Qualtrics, to discuss how AI agents are replacing manual processes, accelerating content updates, and reshaping the role of education teams in modern SaaS organizations.
If you're working in:
Customer Education,
Customer Success,
Enablement,
Product Operations,
AI Strategy,
Or building AI-powered workflows.
This episode is for you.
🔍 What You’ll Learn:
The difference between generative AI and agentic AI
How AI agents automate feature release workflows
Why AI exposes undocumented processes
How to maintain quality with humans in the loop
The future of personalization in customer education
Why the AI you’re using today is the worst AI you’ll ever use
🧠 About Mark Oehlert
Mark is Director of Customer Education at Qualtrics and writes about AI, technology, and organizational change in his newsletter:
👉 Signals and Field Notes
https://markoehlert.substack.com/
🧠 Guest: Mark Oehlert
🎙️ Host: Dominik
00:00 – Introduction
01:05 – Implementation vs Experimentation in AI
02:40 – Mark’s Background & Customer Education Journey
05:36 – The Challenge of Rapid Product Change
07:44 – How Agentic AI Replaced “Hiring More Hands”
08:45 – Automating Feature Release Workflows
10:47 – Aligning With Product Teams
12:22 – Why Clean Workflows Matter for AI
14:34 – Milestone Zero: Getting AI Approved Internally
16:50 – Why Better Prompts Require Better Thinking
18:46 – Maintaining Quality With AI
21:43 – AI Reveals Undocumented Processes
24:01 – Step-by-Step Agentic Workflow Explained
26:52 – “The AI You’re Using Today Is the Worst You’ll Ever Use”
27:56 – New Content Modalities & Teaching Value
31:00 – Simulations, Gamification & Prototyping
34:25 – Automating Content Updates & Translation
37:05 – Personalization at Scale
38:49 – Organizational Barriers vs Tech Barriers
39:44 – Key Takeaways for Customer Education Leaders
42:33 – Where to Follow Mark
