[{"data":1,"prerenderedAt":37},["ShallowReactive",2],{"blog-post-customer-education-statistics-trends":3},{"post":4,"recommendedBlogs":34,"chosenCategory":35,"safeJson":36,"isDynamic":31},{"id":5,"uuid":6,"title":7,"slug":8,"html":9,"comment_id":10,"feature_image":11,"featured":12,"visibility":13,"created_at":14,"updated_at":15,"published_at":16,"custom_excerpt":17,"codeinjection_head":18,"codeinjection_foot":19,"custom_template":19,"canonical_url":19,"tags":20,"authors":21,"primary_author":28,"primary_tag":19,"url":29,"excerpt":17,"reading_time":30,"access":31,"comments":12,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":32,"meta_description":33,"email_subject":19,"frontmatter":19,"feature_image_alt":19,"feature_image_caption":19},"6a348566a7148700019806f7","f926361a-e852-45b8-a4a5-596f196a8ec9","Customer Education Statistics 2026","customer-education-statistics-trends","\u003Chr>\u003Cp>The customer education statistics that matter most in 2026 show a function that has moved from a nice-to-have to a real driver of growth. This page collects those numbers, grouped by what you're trying to prove: product adoption, content completion, self-service, AI, and how buyers now prefer to learn. Every third-party figure carries its original 2025-2026 source; Trainn's own platform benchmarks are labelled inline.\u003C\u002Fp>\u003Cp>New to the topic? Start with \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fwhat-is-customer-education\u002F?ref=blog-api.saastube.io\">\u003Cu>what customer education is\u003C\u002Fu>\u003C\u002Fa> and the \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fbenefits-of-customer-education\u002F?ref=blog-api.saastube.io\">\u003Cu>benefits of customer education\u003C\u002Fu>\u003C\u002Fa>.\u003C\u002Fp>\u003Ch2 id=\"key-customer-education-statistics-for-2026\">Key Customer Education Statistics for 2026\u003C\u002Fh2>\u003Cp>The headline numbers, drawn from across the field and from Trainn's own platform:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Only 19% of customer education programs actually clear the maturity bar\u003C\u002Fstrong>, even though 51% call themselves mature and continuously optimized (\u003Ca href=\"https:\u002F\u002Fwww.globenewswire.com\u002Fnews-release\u002F2026\u002F06\u002F23\u002F3316110\u002F0\u002Fen\u002FNew-Absorb-Software-and-Lighthouse-Research-Advisory-Study-Reveals-How-the-Highest-Performing-Customer-Education-Programs-Turn-Learning-into-Measurable-Growth.html?ref=blog-api.saastube.io\">\u003Cu>Lighthouse Research & Advisory + Absorb, State of Customer Education 2026\u003C\u002Fu>\u003C\u002Fa>).\u003C\u002Fli>\u003Cli>\u003Cstrong>68% of trained users use the product more, and 87% work more independently\u003C\u002Fstrong> (\u003Ca href=\"https:\u002F\u002Fwww.tsia.com\u002Fblog\u002Fstate-of-education-services-2025?ref=blog-api.saastube.io\">\u003Cu>TSIA, State of Education Services 2025\u003C\u002Fu>\u003C\u002Fa>).\u003C\u002Fli>\u003Cli>\u003Cstrong>61% of customers prefer self-service for simple issues\u003C\u002Fstrong> (\u003Ca href=\"https:\u002F\u002Fwww.salesforce.com\u002Fblog\u002Fstate-of-service\u002F?ref=blog-api.saastube.io\">\u003Cu>Salesforce, State of Service 2025\u003C\u002Fu>\u003C\u002Fa>), and \u003Cstrong>63% would most like to learn a new product through a short video\u003C\u002Fstrong> (\u003Ca href=\"https:\u002F\u002Fwyzowl.com\u002Fvideo-marketing-statistics\u002F?ref=blog-api.saastube.io\">\u003Cu>Wyzowl, State of Video Marketing 2026\u003C\u002Fu>\u003C\u002Fa>).\u003C\u002Fli>\u003Cli>\u003Cstrong>Packaging the same video into an academy course lifts completion from 59.5% to 93.5%\u003C\u002Fstrong>, and academy programs have issued \u003Cstrong>50,427 certifications\u003C\u002Fstrong> (Trainn first-party platform data).\u003C\u002Fli>\u003Cli>\u003Cstrong>94% of learners who arrive engage with the content\u003C\u002Fstrong>, logging \u003Cstrong>142,290 hours of self-serve learning\u003C\u002Fstrong> across 4,705 programs (Trainn first-party platform data).\u003C\u002Fli>\u003C\u002Ful>\u003Ch2 id=\"business-impact-and-product-adoption\">Business Impact and Product Adoption\u003C\u002Fh2>\u003Cp>\u003Cstrong>Product adoption has been the number one objective for education teams since 2020\u003C\u002Fstrong> (\u003Ca href=\"https:\u002F\u002Fwww.tsia.com\u002Fblog\u002Fstate-of-education-services-2025?ref=blog-api.saastube.io\">\u003Cu>TSIA, State of Education Services 2025\u003C\u002Fu>\u003C\u002Fa>). By 2026, the work is being treated as a growth function, not just an activity. In the State of Customer Education 2026 study of 500+ organizations:\u003C\u002Fp>\n\u003C!--kg-card-begin: html-->\n\u003Ctable style=\"border:none;border-collapse:collapse;table-layout:fixed;width:468pt\">\u003Ccolgroup>\u003Ccol>\u003Ccol>\u003C\u002Fcolgroup>\u003Cthead>\u003Ctr style=\"height:0pt\">\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">How teams treat customer education in 2026\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Share\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003C\u002Ftr>\u003C\u002Fthead>\u003Ctbody>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Name retention as their top objective\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">57%\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Treat customer education as a strategic growth lever\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">44%\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Review the program at least quarterly\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">78%\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003C\u002Ftbody>\u003C\u002Ftable>\n\u003C!--kg-card-end: html-->\n\u003Cp>\u003Cem>Source: \u003C\u002Fem>\u003Ca href=\"https:\u002F\u002Fwww.globenewswire.com\u002Fnews-release\u002F2026\u002F06\u002F23\u002F3316110\u002F0\u002Fen\u002FNew-Absorb-Software-and-Lighthouse-Research-Advisory-Study-Reveals-How-the-Highest-Performing-Customer-Education-Programs-Turn-Learning-into-Measurable-Growth.html?ref=blog-api.saastube.io\">\u003Cem>\u003Cu>Lighthouse Research & Advisory + Absorb, State of Customer Education 2026\u003C\u002Fu>\u003C\u002Fem>\u003C\u002Fa>\u003Cem>.\u003C\u002Fem>\u003C\u002Fp>\u003Cp>\u003Cstrong>Adoption is where most products lose ground.\u003C\u002Fstrong> Pendo's product benchmarks show that just \u003Cstrong>6.4% of features drive 80% of all clicks\u003C\u002Fstrong>, and even the best products (the top 10%) get only \u003Cstrong>15.6% of their features used\u003C\u002Fstrong> (\u003Ca href=\"https:\u002F\u002Fwww.pendo.io\u002Fproduct-benchmarks\u002F?ref=blog-api.saastube.io\">\u003Cu>Pendo Product Benchmarks\u003C\u002Fu>\u003C\u002Fa>). Education is one of the few ways to raise that number: it shows customers the features they'd never find on their own.\u003C\u002Fp>\u003Cp>\u003Cstrong>This shows up across Trainn's customers:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcustomers\u002Fneutrinos\u002F?ref=blog-api.saastube.io\">\u003Cstrong>\u003Cu>Neutrinos\u003C\u002Fu>\u003C\u002Fstrong>\u003C\u002Fa> reached \u003Cstrong>60 to 70% platform adoption\u003C\u002Fstrong>, issued \u003Cstrong>1,000+ certifications\u003C\u002Fstrong>, and grew training capacity \u003Cstrong>sixfold in under nine months\u003C\u002Fstrong> using Trainn.\u003C\u002Fli>\u003Cli>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcustomers\u002Fhow-spotdraft-training-academy-is-empowering-customer-training\u002F?ref=blog-api.saastube.io\">\u003Cstrong>\u003Cu>SpotDraft\u003C\u002Fu>\u003C\u002Fstrong>\u003C\u002Fa> replaced hour-long onboarding calls with short videos on Trainn, and customers came to prefer a three-minute video to a live session.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>For how to tie these to KPIs, see our \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-education-metrics\u002F?ref=blog-api.saastube.io\">\u003Cu>customer education metrics\u003C\u002Fu>\u003C\u002Fa> guide.\u003C\u002Fp>\u003Ch2 id=\"the-maturity-and-measurement-gap\">The Maturity and Measurement Gap\u003C\u002Fh2>\u003Cp>\u003Cstrong>The impact is settled; proving your own program is not.\u003C\u002Fstrong> The 2026 State of Customer Education study, run by Lighthouse Research & Advisory with Absorb across 500+ organizations, found a wide gap between self-image and reality.\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>51% of programs describe themselves as \"mature and continuously optimized.\" Only 19% actually pass the maturity bar\u003C\u002Fstrong> (\u003Ca href=\"https:\u002F\u002Fwww.globenewswire.com\u002Fnews-release\u002F2026\u002F06\u002F23\u002F3316110\u002F0\u002Fen\u002FNew-Absorb-Software-and-Lighthouse-Research-Advisory-Study-Reveals-How-the-Highest-Performing-Customer-Education-Programs-Turn-Learning-into-Measurable-Growth.html?ref=blog-api.saastube.io\">\u003Cu>Lighthouse Research & Advisory + Absorb, 2026\u003C\u002Fu>\u003C\u002Fa>).\u003C\u002Fli>\u003Cli>\u003Cstrong>The highest-performing programs report a two-to-three-times advantage\u003C\u002Fstrong> in learner return, ROI confidence, and strategic positioning over everyone else (\u003Ca href=\"https:\u002F\u002Fwww.globenewswire.com\u002Fnews-release\u002F2026\u002F06\u002F23\u002F3316110\u002F0\u002Fen\u002FNew-Absorb-Software-and-Lighthouse-Research-Advisory-Study-Reveals-How-the-Highest-Performing-Customer-Education-Programs-Turn-Learning-into-Measurable-Growth.html?ref=blog-api.saastube.io\">\u003Cu>Lighthouse Research & Advisory + Absorb, 2026\u003C\u002Fu>\u003C\u002Fa>).\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>What separates the 19% is habit, not headcount.\u003C\u002Fstrong> The study identifies five: refreshing content continuously, offering tiered certifications, driving repeat participation through customer success, engaging proactively across the lifecycle, and re-engaging inactive learners.\u003C\u002Fp>\u003Cp>Keeping content current is often the first habit to break. It doesn't have to: Trainn's customer \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcustomers\u002F?ref=blog-api.saastube.io\">\u003Cstrong>\u003Cu>Restroworks\u003C\u002Fu>\u003C\u002Fstrong>\u003C\u002Fa> updates a training video in about \u003Cstrong>10 minutes\u003C\u002Fstrong> while serving roughly \u003Cstrong>12,000 customers\u003C\u002Fstrong>, a refresh loop light enough to keep a library from going stale.\u003C\u002Fp>\u003Cp>See how leading teams structure this in our \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-education-strategy\u002F?ref=blog-api.saastube.io\">\u003Cu>customer education strategy\u003C\u002Fu>\u003C\u002Fa> guide.\u003C\u002Fp>\u003Ch2 id=\"content-and-completion-benchmarks\">Content and Completion Benchmarks\u003C\u002Fh2>\u003Cp>The statistics in this section are Trainn first-party platform data, aggregated and anonymized across \u003Cstrong>4,705 customer education programs\u003C\u002Fstrong> and \u003Cstrong>695,016 learners\u003C\u002Fstrong> over the platform's full history. It is a view into how education content actually performs at scale, not a survey.\u003C\u002Fp>\u003Ch3 id=\"completion-by-format\">Completion by Format\u003C\u002Fh3>\u003Cp>\u003Cstrong>Completion depends far more on format than on the learner.\u003C\u002Fstrong> On their own, video and guides finish at very different rates:\u003C\u002Fp>\n\u003C!--kg-card-begin: html-->\n\u003Ctable style=\"border:none;border-collapse:collapse;table-layout:fixed;width:468pt\">\u003Ccolgroup>\u003Ccol>\u003Ccol>\u003Ccol>\u003Ccol>\u003C\u002Fcolgroup>\u003Cthead>\u003Ctr style=\"height:0pt\">\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Format\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Learners reaching 100%\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Total learners\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Completion rate\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003C\u002Ftr>\u003C\u002Fthead>\u003Ctbody>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Video (standalone)\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">714,645\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">1,202,037\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">59.5%\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Guide (interactive and step-by-step)\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">30,318\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">67,507\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">44.9%\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003C\u002Ftbody>\u003C\u002Ftable>\n\u003C!--kg-card-end: html-->\n\u003Cp>Courses, where that same content is grouped into a structured academy path, complete far more often and drive certification:\u003C\u002Fp>\n\u003C!--kg-card-begin: html-->\n\u003Ctable style=\"border:none;border-collapse:collapse;table-layout:fixed;width:468pt\">\u003Ccolgroup>\u003Ccol>\u003Ccol>\u003C\u002Fcolgroup>\u003Cthead>\u003Ctr style=\"height:0pt\">\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Course and Certification\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Value\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003C\u002Ftr>\u003C\u002Fthead>\u003Ctbody>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Learners reaching 100%\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">1,401,910\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Total course learners\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">1,498,906\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Course completion rate\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">93.5%\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Certifications issued\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">50,427\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003C\u002Ftbody>\u003C\u002Ftable>\n\u003C!--kg-card-end: html-->\n\u003Cp>The same content that completes \u003Cstrong>59.5%\u003C\u002Fstrong> as a standalone video reaches \u003Cstrong>93.5%\u003C\u002Fstrong> once it's packaged into a course learners commit to.\u003C\u002Fp>\u003Ch3 id=\"where-learners-actually-engage\">Where Learners Actually Engage\u003C\u002Fh3>\u003Cp>\u003Cstrong>Engagement concentrates in the academy, where video is delivered in structured paths.\u003C\u002Fstrong> These are shares of total learner activity (each counted once, in the format the learner used):\u003C\u002Fp>\n\u003C!--kg-card-begin: html-->\n\u003Ctable style=\"border:none;border-collapse:collapse;table-layout:fixed;width:468pt\">\u003Ccolgroup>\u003Ccol>\u003Ccol>\u003C\u002Fcolgroup>\u003Cthead>\u003Ctr style=\"height:0pt\">\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Where Learners Engage\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Share of activity\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003C\u002Ftr>\u003C\u002Fthead>\u003Ctbody>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Courses\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">44.7%\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Videos\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">38.0%\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Knowledge base\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">11.1%\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Collections\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">3.2%\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Guides\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">2.8%\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Articles and documents\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">0.2%\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003C\u002Ftbody>\u003C\u002Ftable>\n\u003C!--kg-card-end: html-->\n\u003Cp>The knowledge base (11.1%) is where videos, guides, and articles are grouped into collections and published as a searchable self-serve library.\u003C\u002Fp>\u003Ch3 id=\"what-a-course-is-made-of\">What a Course is Made of\u003C\u002Fh3>\u003Cp>\u003Cstrong>A course is mostly video, wrapped in assessment.\u003C\u002Fstrong> Courses draw the most engagement (44.7% above), so it's worth looking at what they're built from. Video makes up \u003Cstrong>73.4%\u003C\u002Fstrong> of all the content inside courses on Trainn, followed by reading (articles, 12.3%) and quizzes (10.9%):\u003C\u002Fp>\n\u003C!--kg-card-begin: html-->\n\u003Ctable style=\"border:none;border-collapse:collapse;table-layout:fixed;width:468pt\">\u003Ccolgroup>\u003Ccol>\u003Ccol>\u003C\u002Fcolgroup>\u003Cthead>\u003Ctr style=\"height:0pt\">\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Content type inside a course\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Share of course content\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003C\u002Ftr>\u003C\u002Fthead>\u003Ctbody>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Video\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">73.4%\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Article (reading)\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">12.3%\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Quiz\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">10.9%\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Embed\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">2.2%\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Downloadable asset\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">0.8%\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Guide\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">0.3%\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Task, document, and other\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">0.1%\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003C\u002Ftbody>\u003C\u002Ftable>\n\u003C!--kg-card-end: html-->\n\u003Cp>This is why a course finishes and certifies where a loose video doesn't: it's built mostly from the video learners already like, with reading and quizzes added around it, so watching turns into learning you can actually test (Trainn first-party platform data).\u003C\u002Fp>\u003Ch3 id=\"what-teams-publish\">What Teams Publish\u003C\u002Fh3>\u003Cp>\u003Cstrong>Video leads because it shows the product in action.\u003C\u002Fstrong> It makes up \u003Cstrong>78.5%\u003C\u002Fstrong> of everything published on Trainn (63,806 of 81,266 assets); guides (8.3%), folders (7.1%), and articles and documents (6.1%) make up the rest.\u003C\u002Fp>\u003Cp>Nothing teaches software like watching it work. A short screen recording, where a real person clicks through the workflow and talks through each step, shows a feature in a way text and screenshots can't. That's why buyers reach for it first: 63% would rather learn a product through a short video. And one recording goes a long way. The same clip becomes a step-by-step guide, an in-app tutorial, and a course lesson, so the demo shows up wherever learners do.\u003C\u002Fp>\u003Ch2 id=\"support-and-self-service\">Support and Self-service\u003C\u002Fh2>\u003Cp>\u003Cstrong>Self-serve education lowers support volume by answering the questions that repeat.\u003C\u002Fstrong> Most tickets are the same handful of common, how-to, and setup questions asked over and over. A good video, guide, or knowledge-base article answers each of those once, so the customer finds it themselves and never opens a ticket. Education doesn't remove hard problems from support, it clears the repetitive ones off the queue.\u003C\u002Fp>\u003Cp>Customers already want to work this way:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>61% of customers prefer self-service for simple issues\u003C\u002Fstrong> (\u003Ca href=\"https:\u002F\u002Fwww.salesforce.com\u002Fblog\u002Fstate-of-service\u002F?ref=blog-api.saastube.io\">\u003Cu>Salesforce, State of Service 2025\u003C\u002Fu>\u003C\u002Fa>).\u003C\u002Fli>\u003Cli>\u003Cstrong>80% of high-performing service organizations offer self-service, versus 56% of low performers\u003C\u002Fstrong> (\u003Ca href=\"https:\u002F\u002Fwww.salesforce.com\u002Fblog\u002Fstate-of-service\u002F?ref=blog-api.saastube.io\">\u003Cu>Salesforce, State of Service 2025\u003C\u002Fu>\u003C\u002Fa>).\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>And they use it when it's delivered at the right time.\u003C\u002Fstrong> Across the 4,705 programs on Trainn, \u003Cstrong>94% of learners who arrive watch at least one piece of content\u003C\u002Fstrong> (652,999 of 695,016), together logging \u003Cstrong>142,290 hours of self-serve learning\u003C\u002Fstrong> — an average of \u003Cstrong>169.41 seconds (about 2.8 minutes) per learner\u003C\u002Fstrong> (Trainn first-party platform data). Put the right answer in front of a customer the moment they need it, and they use it, in short bursts, on their own.\u003C\u002Fp>\u003Cp>\u003Cstrong>That self-serve learning replaces live time.\u003C\u002Fstrong> Valued at a blended trainer rate of \u003Cstrong>$40 an hour\u003C\u002Fstrong>, those 142,290 hours represent roughly \u003Cstrong>$5.7 million in training delivered without a live session\u003C\u002Fstrong> — an illustrative estimate that scales with the rate you assume (Trainn first-party platform data, at an assumed $40\u002Fhour).\u003C\u002Fp>\u003Cp>For the formulas behind deflection and CSAT, see our \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-education-metrics\u002F?ref=blog-api.saastube.io\">\u003Cu>customer education metrics\u003C\u002Fu>\u003C\u002Fa> guide.\u003C\u002Fp>\u003Ch2 id=\"ai-in-customer-education-2026\">AI in Customer Education (2026)\u003C\u002Fh2>\u003Cp>\u003Cstrong>AI is now standard in customer operations, but human help still wins on quality.\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>66% of service organizations now use AI agents, up from 39% a year earlier\u003C\u002Fstrong> (\u003Ca href=\"https:\u002F\u002Fwww.salesforce.com\u002Fnews\u002Fstories\u002Fai-agents-statistics\u002F?ref=blog-api.saastube.io\">\u003Cu>Salesforce, State of Service: AI Agents Edition, 2026\u003C\u002Fu>\u003C\u002Fa>).\u003C\u002Fli>\u003Cli>\u003Cstrong>81% of customers now see AI as part of modern customer service\u003C\u002Fstrong> (\u003Ca href=\"https:\u002F\u002Fcxtrends.zendesk.com\u002F?ref=blog-api.saastube.io\">\u003Cu>Zendesk, CX Trends 2026\u003C\u002Fu>\u003C\u002Fa>).\u003C\u002Fli>\u003Cli>\u003Cstrong>45% of B2B buyers used AI during a recent purchase, but 69% still validate what AI tells them with a human rep\u003C\u002Fstrong> (\u003Ca href=\"https:\u002F\u002Fwww.gartner.com\u002Fen\u002Fnewsroom\u002Fpress-releases\u002F2026-03-09-gartner-sales-survey-finds-67-percent-of-b2b-buyers-prefer-a-rep-free-experience?ref=blog-api.saastube.io\">\u003Cu>Gartner, 2026\u003C\u002Fu>\u003C\u002Fa>).\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>The takeaway for education teams:\u003C\u002Fstrong> AI handles the volume; people and good content earn the trust. The programs that win pair AI-assisted answers with clear, up-to-date education customers can check for themselves.\u003C\u002Fp>\u003Ch2 id=\"how-customers-prefer-to-learn\">How Customers Prefer to Learn\u003C\u002Fh2>\u003Cp>\u003Cstrong>Buyers increasingly want to teach themselves, and they want to do it on video.\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>67% of B2B buyers prefer a rep-free buying experience, up from 61% a year earlier\u003C\u002Fstrong> (\u003Ca href=\"https:\u002F\u002Fwww.gartner.com\u002Fen\u002Fnewsroom\u002Fpress-releases\u002F2026-03-09-gartner-sales-survey-finds-67-percent-of-b2b-buyers-prefer-a-rep-free-experience?ref=blog-api.saastube.io\">\u003Cu>Gartner, 2026\u003C\u002Fu>\u003C\u002Fa>).\u003C\u002Fli>\u003Cli>\u003Cstrong>63% would most like to learn about a new product through a short video\u003C\u002Fstrong>, far ahead of text (12%), infographics (7%), and sales calls (5%) (\u003Ca href=\"https:\u002F\u002Fwyzowl.com\u002Fvideo-marketing-statistics\u002F?ref=blog-api.saastube.io\">\u003Cu>Wyzowl, 2026\u003C\u002Fu>\u003C\u002Fa>).\u003C\u002Fli>\u003Cli>\u003Cstrong>96% have watched an explainer video to learn about a product, and 85% say a video has convinced them to buy\u003C\u002Fstrong> (\u003Ca href=\"https:\u002F\u002Fwyzowl.com\u002Fvideo-marketing-statistics\u002F?ref=blog-api.saastube.io\">\u003Cu>Wyzowl, 2026\u003C\u002Fu>\u003C\u002Fa>).\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Video-first education matches how buyers already behave\u003C\u002Fstrong>, and Trainn's customers build these libraries quickly:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcustomers\u002Fhow-buildops-offers-self-service-resources-for-customers-using-trainn\u002F?ref=blog-api.saastube.io\">\u003Cstrong>\u003Cu>BuildOps\u003C\u002Fu>\u003C\u002Fstrong>\u003C\u002Fa> published more than \u003Cstrong>100 how-to videos in about 45 days\u003C\u002Fstrong> using Trainn, and now runs a 24\u002F7 self-serve center.\u003C\u002Fli>\u003Cli>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcustomers\u002Fhow-webengage-launched-the-webengage-academy-in-record-time\u002F?ref=blog-api.saastube.io\">\u003Cstrong>\u003Cu>WebEngage\u003C\u002Fu>\u003C\u002Fstrong>\u003C\u002Fa> launched its academy with \u003Cstrong>75 training videos in four weeks\u003C\u002Fstrong> on Trainn.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Guidance works best in seconds, not minutes.\u003C\u002Fstrong> Across programs on Trainn, the average in-app tutorial video runs just \u003Cstrong>52.4 seconds\u003C\u002Fstrong>, short and delivered at the moment of need (Trainn first-party platform data). That instinct is what teams building these libraries describe wanting:\u003C\u002Fp>\u003Cp>\"I want them to be short — one to two minutes in length. A video where one of our solution experts is clicking through a workflow, talking through what they're doing. And then have them become more complicated as they go through.\"\u003C\u002Fp>\u003Cp>\u003Cstrong>— Scott Philbrick, Head of Customer Success, Synergist\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>See our guide to \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-education-videos\u002F?ref=blog-api.saastube.io\">\u003Cu>customer education videos\u003C\u002Fu>\u003C\u002Fa>.\u003C\u002Fp>\u003Ch2 id=\"what-these-statistics-mean-for-your-strategy\">What These Statistics Mean for your Strategy\u003C\u002Fh2>\u003Cp>Read together, the 2026 numbers point one direction:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Build video first, then package it.\u003C\u002Fstrong> Video shows the product in action, which is why buyers prefer it. The extra completion comes from grouping that demo into courses and collections learners commit to.\u003C\u002Fli>\u003Cli>\u003Cstrong>Make self-service the default.\u003C\u002Fstrong> Customers already prefer it for simple issues, and the programs that do it well beat the ones that don't.\u003C\u002Fli>\u003Cli>\u003Cstrong>Use AI for volume, people and content for trust.\u003C\u002Fstrong> Buyers double-check AI with a person, so keep your education clear and current.\u003C\u002Fli>\u003Cli>\u003Cstrong>Measure like the 19%.\u003C\u002Fstrong> Refresh content, certify learners, and connect learning to adoption and retention. That's what sets mature programs apart.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Turning these into a plan? Our \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-education-strategy\u002F?ref=blog-api.saastube.io\">\u003Cu>customer education strategy\u003C\u002Fu>\u003C\u002Fa> guide covers ownership and frameworks, and our \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-education-best-practices\u002F?ref=blog-api.saastube.io\">\u003Cu>best practices\u003C\u002Fu>\u003C\u002Fa> guide covers execution.\u003C\u002Fp>\u003Ch2 id=\"how-we-compiled-these-statistics\">How We Compiled These Statistics\u003C\u002Fh2>\u003Cp>Every third-party statistic here is quoted from a named primary source published in 2025 or 2026, and links to the organization that ran the study rather than to whoever re-quoted it (Lighthouse Research & Advisory, Absorb, TSIA, Salesforce, Zendesk, Gartner, Wyzowl, Pendo).\u003C\u002Fp>\u003Cp>Figures labelled \"Trainn first-party platform data\" are our own, aggregated and anonymized across 4,705 customer education programs and 695,016 learners on Trainn. An \"engaged learner\" watched at least one asset in a program; \"completion\" counts learners reaching each progress level. Engagement shares count each learner once, in the format they used, so they are not additive across formats.\u003C\u002Fp>\u003Cp>This page is reviewed and re-baselined each year; it was last updated in July 2026.\u003C\u002Fp>\u003Ch2 id=\"frequently-asked-questions\">Frequently Asked Questions\u003C\u002Fh2>\u003Col>\u003Cli>\u003Cstrong>What are the key customer education statistics for 2026?\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Fol>\u003Cp>Only 19% of programs actually clear the maturity bar despite 51% believing they have (Lighthouse Research & Advisory + Absorb, 2026); 68% of trained users use the product more and 87% work more independently (TSIA, 2025); 61% of customers prefer self-service for simple issues (Salesforce, 2025); and 67% of B2B buyers now prefer a rep-free buying experience (Gartner, 2026).\u003C\u002Fp>\u003Col start=\"2\">\u003Cli>\u003Cstrong>Is customer education worth the investment?\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Fol>\u003Cp>The evidence says yes. Trained users adopt more of the product and need less hand-holding (68% use it more, 87% work more independently, per TSIA 2025), and the highest-performing programs report a two-to-three-times advantage in learner return and ROI confidence over the rest (Lighthouse Research & Advisory + Absorb, 2026). The gap is execution, not whether education pays off.\u003C\u002Fp>\u003Col start=\"3\">\u003Cli>\u003Cstrong>What is a good completion rate for customer training content?\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Fol>\u003Cp>It depends heavily on format. Across 4,705 customer education programs on Trainn, structured academy courses are completed 93.5% of the time, standalone videos 59.5%, and step-by-step guides 44.9% (Trainn first-party platform data). Use these as format-specific benchmarks rather than a single average.\u003C\u002Fp>\u003Col start=\"4\">\u003Cli>\u003Cstrong>How is AI used in customer education and support in 2026?\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Fol>\u003Cp>AI agents are now used by 66% of service organizations, up from 39% (Salesforce, 2025). But quality still favors people: AI-handled tickets score 4.10 out of 5 versus 4.30 for human-handled ones, a gap that nearly closes with smooth escalation (Zendesk, CX Trends 2026). Buyers behave the same way, with 45% using AI during a purchase but 69% validating it with a rep (Gartner, 2026).\u003C\u002Fp>\u003Col start=\"5\">\u003Cli>\u003Cstrong>Does customer education reduce support load?\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Fol>\u003Cp>Yes, by answering the questions that repeat. Most tickets are the same common, how-to, and setup questions, and a good video or article answers each once so customers find it themselves. It clears repetitive volume off the queue rather than removing hard problems. 61% of customers prefer self-service for simple issues, and 80% of high-performing service orgs offer it versus 56% of low performers (Salesforce, 2025). On Trainn, 94% of learners who arrive watch at least one piece of content, logging 142,290 hours of self-serve learning (Trainn first-party platform data).\u003C\u002Fp>\u003Col start=\"6\">\u003Cli>\u003Cstrong>How do customers prefer to learn about a product?\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Fol>\u003Cp>On video, and increasingly on their own. 63% would most prefer a short video, far ahead of text (12%) or sales calls (5%), and 96% have already watched an explainer video to learn about a product (Wyzowl, 2026). At the same time, 67% of B2B buyers now prefer a rep-free buying experience (Gartner, 2026).\u003C\u002Fp>\u003Col start=\"7\">\u003Cli>\u003Cstrong>Why does packaging content into courses improve completion?\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Fol>\u003Cp>Because a course gives learners a structured path to commit to. On Trainn, the same content completes 59.5% as a standalone video but 93.5% once it's assembled into an academy course (Trainn first-party platform data). A course is not a different format from video; it is video organized into a path, which is what drives the lift.\u003C\u002Fp>\u003Col start=\"8\">\u003Cli>\u003Cstrong>What type of content should a customer education program invest in first?\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Fol>\u003Cp>Start with video, then package it. Video shows the product in action, which is why it makes up 78.5% of all published content on Trainn and why buyers prefer it. One recording then becomes a guide, an in-app tutorial, and a course lesson. The results come from how you organize it: into academy courses (where completion reaches 93.5% and 44.7% of engagement happens) and into knowledge-base collections learners can search (Trainn first-party platform data).\u003C\u002Fp>\u003Chr>\u003Cp>\u003Cem>These numbers make the case; the next step is building the education that earns them. \u003C\u002Fem>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002F?ref=blog-api.saastube.io\">\u003Cem>\u003Cu>Trainn\u003C\u002Fu>\u003C\u002Fem>\u003C\u002Fa>\u003Cem> lets SaaS teams turn one screen recording into a video and a guide, deliver it as an in-app tutorial, publish it to a knowledge base, and build a customer academy, all from one place.\u003C\u002Fem>\u003C\u002Fp>\u003Cp>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fbook-demo?ref=blog-api.saastube.io\">\u003Cstrong>\u003Cu>Book a demo\u003C\u002Fu>\u003C\u002Fstrong>\u003C\u002Fa> to see how Trainn turns one recording into a full customer education program.\u003C\u002Fp>","66e418ed573049681610f673","https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F09\u002FStatistics-feature.jpg",false,"public","2024-09-13T10:50:21.000+00:00","2026-07-24T12:12:18.000+00:00","2024-09-13T12:02:59.000+00:00","The customer education statistics that matter most in 2026, grouped by what you're trying to prove — adoption, completion, self-service, AI, and how buyers now prefer to learn. 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