Accelerated Innovation

Training Clients to Accelerate GenAI Adoption

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Training Clients to Accelerate GenAI Adoption

Description

This capability focuses on equipping clients with the knowledge, confidence, and support they need to successfully use GenAI solutions. It includes structured training programs, just-in-time learning, certification paths, and contextual in-product guidance.

Why it's Important

Client training is critical to turning potential into performance. Even the most powerful GenAI tools require users to understand how to apply them effectively and responsibly. Without targeted training, clients may underutilize features, misapply solutions, or abandon adoption efforts altogether. Scalable, role-relevant training helps shorten the learning curve, improves outcomes, and strengthens long-term client relationships.

Why it's Challenging @ Scale

  • Diverse learner profiles: Clients span a wide range of roles, skill levels, and learning preferences.
  • Keeping pace with evolving features: GenAI capabilities change rapidly-training must be continuously updated.
  • Balancing depth with accessibility: Training needs to be thorough enough to build confidence, but simple enough to support fast onboarding.
  • Limited bandwidth from client teams: Clients often struggle to make time for traditional training formats.
  • Measuring training impact: It can be difficult to link learning participation to business outcomes or adoption success.

Complexity

High: Maturing this capability requires ongoing investment in instructional design, modular content creation, platform integration, and usage analytics to ensure relevance, scalability, and measurable results.

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Taking Action

Though most organizations begin their GenAI journey with significant knowledge gaps, there are targeted actions that can be taken to accelerate the process. Select your group’s current maturity, based on your assessment results, and act today.

The most important part of any journey is starting… To move from “Exploring” to “Experimenting”, focus on the following key actions:
  • Explore Key Concepts & Best Practices: Complete the Accelerating Adoption of Your GenAI Solutions workshop (2 hrs.) to understand foundational key concepts and explore applied best practices.:
  • Understanding Barriers to GenAI Adoption.
  • Positioning Adoption as a Growth Driver.
  • Defining Key Stakeholder Roles.
  • Creating an Adoption Success Framework.
  • Aligning Adoption Strategy to Business Value.
  • Define Your Action Plan: Outline concrete, prioritized steps your organization will take to implement GenAI Strategy.:
  • Align on your Current State and define your Target State.
  • Create an actionable enablement plan.
  • Define target timeline and measures of success.
  • Deliver Quick Wins: Small, high-impact GenAI projects that can demonstrate tangible value in a short time frame.:
  • Launch a GenAI Training Starter Kit: Provide a downloadable or in-platform guide with key use cases and best practices.
  • Run a Live Client Training Pilot: Host a focused training session for an initial client group to validate format and content.
  • Create “Getting Started” Videos: Produce short, role-based videos that clients can access on-demand for onboarding.
To move from Experimentation to “Lifting-Off”, prioritize the following actions:
  • Complete one or more of our Deep Dive Courses: Begin exploring key concepts and best practices, including::
  • Promoting Your GenAI Solutions.
  • Enabling Client Adoption of Your GenAI Solutions.
  • Providing Targeted Client Training & Support.
  • Enabling Internal Adoption of Your GenAI Solutions.
  • Providing Targeted Team Member Training & Support.
  • Nail It Before You Scale It: Assess and optimize your solution or process before adopting it at scale.:
  • Assess Your Proposed Solution or Process: Evaluate the effectiveness of current client training formats, delivery methods, and feedback channels.
  • Define in-scope Processes and Guardrails: Clarify which training modules are required, recommended, or optional based on user role and solution type.
  • Close any Data or Measurement Gaps: Implement tracking for training completion, client feedback, and downstream usage behavior.
  • Define Your Adoption & Scaling Plan: Create a structured roadmap for how GenAI solutions will be rolled out across teams, workflows, or business units.:
  • Define Your Phased Implementation Plan: Align training rollouts with solution deployment timelines and client onboarding milestones.
  • Build Awareness and Finalize Enablers: Enable CSMs and account teams with talking points, demo content, and training roadmaps.
  • Operationalize Your Comms Plan: Develop a communications calendar and cadence for driving ongoing training engagement.
To move from Lifting-Off to “Accelerating”, prioritize the following actions:
  • Formalize Your Best Practices: Document and standardize what’s working to ensure consistent, scalable success across teams and use cases.:
  • Create a GenAI Client Training Framework: Define a repeatable structure for developing, delivering, and updating client-facing training.
  • Standardize Content Development Processes: Use consistent templates and approval workflows to streamline creation of new learning assets.
  • Establish Certification Pathways: Offer optional credentials or badges for clients who complete advanced GenAI training modules.
  • Accelerate Your Adoption: Intensify efforts to embed GenAI across your organization by expanding use cases, increasing user engagement, and removing adoption barriers.:
  • Expand Training Across Roles and Use Cases: Tailor learning experiences for executives, end users, and technical stakeholders.
  • Embed Training in the Product Experience: Integrate just-in-time learning tools like pop-ups, tutorials, and walkthroughs into GenAI workflows.
  • Drive Training Engagement Through Campaigns: Use reminders, gamification, or incentives to encourage client participation.
  • Celebrate Your Wins: Publicly acknowledge team accomplishments to build and sustain adoption momentum.:
  • Spotlight Client Training Success Stories: Share examples of clients who rapidly adopted GenAI after training.
  • Recognize Trainers and Content Creators: Acknowledge internal contributors to high-impact learning assets.
  • Publish Training Impact Metrics: Highlight the relationship between training engagement and GenAI adoption outcomes.
The “Accelerating” stage represents “Target State” for many capabilities. “Breaking Away”, on the other hand, suggests that the specific Capability represents a clear competitive advantage for your business.
  • Streamline & Embed: Integrate GenAI into core workflows while eliminating friction points to make usage seamless and routine.:
  • Integrate Training with Onboarding Journeys: Automatically enroll new clients in learning modules aligned to their specific solution.
  • Surface Contextual Learning in Real Time: Use tooltips, chat prompts, or embedded videos to guide users through key workflows.
  • Enable Ongoing Skill Development: Offer clients advanced courses and update notifications as new GenAI features are released.
  • Leverage Automation: Use GenAI-powered tools and workflows to streamline repetitive tasks, enhance operational efficiency, and reduce manual effort.:
  • Auto-Generate Personalized Learning Paths: Leverage client data to tailor course recommendations by persona, usage, or industry.
  • Automate Training Nudges and Follow-Ups: Use in-product or email reminders to drive module completion.
  • Use AI to Maintain and Update Content: Automatically flag outdated materials and generate draft updates as GenAI solutions evolve.
  • Evolve & Further Accelerate: Continuously refine GenAI strategies based on insights and outcomes, while expanding into more complex or high-impact use cases.:
  • Track Learning Impact on Adoption KPIs: Measure how training affects product usage, satisfaction, and retention.
  • Expand Multilingual and Accessibility Support: Ensure training is inclusive and usable across global client bases.
  • Benchmark Client Training Effectiveness: Compare learning completion and success rates across segments to guide future investment.

Key "Watchouts"

  • Overloading clients with content: Too much training up front can overwhelm and delay adoption.
  • Assuming one-size-fits-all formats work: Different client roles and maturity levels require tailored learning experiences.
  • Failing to update training regularly: Static content quickly becomes outdated as GenAI features evolve.
  • Neglecting to measure training outcomes: Without data, it’s hard to improve or justify training investments.
  • Relying solely on live training: Clients need flexible, on-demand options to fit their schedules.

Targeted Benefits

  • Faster time-to-value: Clients gain confidence and competence more quickly, accelerating solution impact.
  • Higher usage and feature adoption: Trained users are more likely to explore and apply the full range of GenAI capabilities.
  • Stronger client relationships: Effective training builds trust and positions your organization as a strategic partner.
  • Reduced support burden: Educated clients generate fewer help requests and escalations.
  • Clear differentiation: Comprehensive training becomes a key competitive advantage in the GenAI market.

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Eddie
Accelerated Innovation

Hi, I'm Eddie 👋

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