Sophisticated software platforms don't have to feel overwhelming — but too often, they do. When customers face a product with deep functionality and broad surface area, the instinct is to train them on everything. The result is exactly the opposite of what we intend: cognitive overload, disengagement, and low adoption.

In this session, you'll see how a Customer Education team transformed their entire training approach to do less, better. Drawing on nearly a decade of building and scaling global VILT programs, relaunching a 112-pathway Academy from the ground up, and driving measurable business outcomes (including 30–50% support ticket deflection and a 25-point product NPS lift), you'll learn how thoughtful training design can turn complexity into confidence.

In this session you will learn:

• To design training that reduces complexity and prevents cognitive overload
• How to sequence learning experiences to align with real customer workflows
• How to deliver engaging VILT that drives participation, not passive consumption
• To measure training effectiveness through impact on adoption, support demand, and user confidence

You'll leave with a practical framework for sequencing learning to match how customers actually work, strategies for making live virtual training genuinely engaging (not just information delivery), and a clear lens for measuring whether your training is actually reducing friction — or adding to it.