Podcast 91: How AI Transforms Channel Partner Training

EPISODE 91: AI in Channel Partner Training

Brett Strauss, President, NetExam

These days, it’s impossible to look at any corner of the software world without seeing AI at work. So, I am watching closely as AI’s role in the enterprise learning systems space expands. And I’m continuing to ask business-minded questions.

For instance, what kind of progress is AI making in channel partner training? And what should we expect in the future?

To get fresh answers, I’ve invited a channel enablement pioneer back to this podcast — Brett Strauss, Founder and President of NetExam. Why Brett?

Well, two decades ago, the learning systems world revolved around HR-oriented employee training. Every LMS vendor wanted a slice of that massive market. But Brett saw greater potential in extended enterprise learning. So, he decided to go all-in with channel partner training, and he never looked back.

Now, whenever his team walks me through platform updates, I’m impressed with the innovation behind their features and use cases. I think you will be, too. So, join us today as we discuss how AI is making channel partner training more successful on the Talented Learning Show…

AI IN CHANNEL PARTNER TRAINING — KEY TAKEAWAYS

• Many people segment the LMS market into two broad categories based on their target audiences — “internal” (employees) vs. “external” (customers/partners). However, that definition is too simplistic. In reality, channel partner training aligns much more closely with internal sales enablement than customer education.

• One way AI adds value to channel partner training systems is through highly customized content creation and delivery. This dramatically improves production efficiency while tailoring the learning experience to each individual’s instructional needs and consumption preferences.

• Another powerful AI capability helps channel sales and service participants develop and prove critical skills through adaptive online conversations and activities. Throughout the process, AI continuously analyzes interactions, so feedback is always timely and relevant.

• This is only the start of AI advances in partner training. Look for many more tools to emerge with strong potential return on investment.

AI IN CHANNEL PARTNER TRAINING – Q&A HIGHLIGHTS

Welcome back, Brett. Technology is changing so rapidly. What should be top of mind for learning professionals?

Well, no one can ignore what’s happening with AI. It has affected many industries, but none more than learning.

That’s because it not only has revamped the way organizations create content but also helps them understand how users consume it. And this has opened the door to a new level of customization that no one imagined.

With AI, you can analyze an individual’s strengths and weaknesses and then build courses on-the-fly to meet their specific needs. Plus, you can consider how people prefer to consume information. For instance, one person might want a PowerPoint deck or flashcards. Someone else might want to listen to an audio podcast.

So, the goal no longer needs to be getting everyone to take your training. It’s about getting each person to score as close to 100% on their training as they possibly can. And the only way to do it is with AI that deeply analyzes all the data.

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So, how is this approach different? No more one-size-fits-all?

Yes. Training was often one-size-fits-all. So, with incentives, you could possibly motivate people who were only at 75% to go back and try again so they could get to 85% or 90%.

But now with NetExam, let’s say you get an 80% the first time you take a class. The system can say, “Hey, if you’d like to get 100%, I’ll create a new course covering only the remaining 20% you missed.” It will be designed just for you. Then you can come back, fill the gap and get 100%.

In the past, it was, “Here are your weaknesses. Go back and take the entire course.”

You had to cherry-pick what you needed out of it. That’s no longer necessary because the whole experience is highly customized.

Wow. Can you deliver this to someone in incremental bits over time? Or do they get it all at once?

Absolutely. It’s all based on knowing how an individual consumes information. Some want to sit through an entire two-hour PowerPoint in one shot. Others would rather get a brief five-minute piece of information each day for a couple of weeks.

The system actually learns how you perform best and customizes delivery for you. That’s really exciting.

Yes…

Because there’s a huge gap between older people like me who may prefer to go through intense training and younger people with a TikTok mindset. They’re looking for little 30-second bursts of information when they want to consume it.

There’s a vast difference between the two. And having a learning management system that knows how to custom-build a training program for each individual is pretty cool.

For sure. Sophisticated AI capabilities like this must bring new data challenges. What should organizations consider?

In the beginning, everyone was afraid of AI. Now, people have decided they like AI, but they’re worried about their data being compromised.

We combat that by providing each customer with a private LLM. Each has access to and controls its own LLM. So, it’s not the Wild West. It’s not ChatGPT.

On the other hand, it is limited to using only the information provided by the organization. But we usually train the LLM with their marketing and training information. So, now they have total control over the underlying data. And that has removed one of the original sticking points with AI adoption.

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Right…

And the impact is so impressive. For example, the cost of developing content has just plummeted.

You no longer need a 10-person staff to create courses. Instead, two people can review the courses AI develops. And in many cases, AI can do a better job. Not a perfect job. But it can make a big difference.

For example, you shouldn’t trust AI to build and publish a course without a human in the loop to review it. But you can dramatically shift your investment from course builders to course reviewers. And that changes your training program spending structure.

Interesting. So, when AI reduces the need for content creators, are organizations repurposing those people? Or is it about cost savings?

Well, most organizations we deal with are repurposing staff in other ways, so they can get more benefit from that investment in talent.

It’s just unnecessary to have people develop courseware from scratch when the process is so much more cost-efficient with AI. With our system, they can generate a course in under 10 minutes and translate it into a dozen different languages. That includes high quality exam questions and answers for high-stakes roles. And it’s all tailored to each individual.

In the past, it might have taken one or more people months just to create that content without customization. So, AI has fundamentally changed the content development game.

What industries are leaders in channel partner training?

Obviously, security is big because it changes every day. The bad guys are always coming up with new ways to break into systems.

The weakest part of an organization used to be its technology, but now it’s people. Data security is being compromised through new phishing scams and different ways of hacking into databases. It’s relentless. So, the ability to constantly push out updated training is critical. Because a month in the security world is like a year elsewhere.

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Let’s talk about delivery. What LMS features do companies need for channel partner training that other groups – customers and employees – don’t?

Well, partners are very much aligned with global sales programs. So, you’ll have different partners in different countries and different states that concentrate on different specialties. Some will be selling into education, others into government, some into corporate. So, their needs vary.

But the big difference between a traditional HR LMS and a channel LMS is that you’re moving different groups.

With an HR LMS you want to move someone from the mail room to the board room within a dozen years. But with a partner LMS, you want to move a partner’s sales from $2 million to $4 million within several years. Or you want to move some of your partners that aren’t top performers into the 20% that represent the largest portion of your revenue.

You’re trying to herd groups and move them forward together. To do that, you need individual goals for every person within each organization. And those goals need to align with the partner company’s overall goals.

Training is just one piece of that pie. But it is a very important piece because you can tie it to sales improvement and revenue. It is highly measurable.

Is AI affecting your solution in other ways?

Some organizations are taking advantage of broader AI capabilities. For example, many of our customers use a stick-and-carrot approach to partner training. They want to provide some type of privilege to partners who meet their training goals. AI helps analyze and deliver those rewards.

For instance, if you know certified partners are closing more deals, you may offer more new leads or higher margins to organizations that reach a specific level of certification. And through our integration with Salesforce and other PRM systems, those privileges are instantly available to those partners.

Speaking of measurement, which metrics are most important to organizations involved in channel partner training? …

…For complete answers to this and more questions about how partner training systems are evolving, listen to this entire podcast on Apple Podcasts, on Spotify, on Amazon, or right here on our site.

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Find Out More About NetExam

Want more details about how the NetExam LMS can help you improve channel partner training? Check the NetExam listing in our learning systems directory — including company/product information, demo videos and case studies. Or visit the NetExam website.

ALSO, check my Hot Take Review of NetExam on YouTube:

Need an LMS for Channel Partner Training? Let’s Talk

As an independent learning tech expert, I’m prepared to help you choose the best solution for your organization’s needs. For a free 30-minute consultation with me, John Leh, Lead Analyst at Talented Learning, schedule a call below…

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