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Introducing LearnUpon’s Whitepaper "Customer Education in 2025"
Customer education has always played an important role in helping people get value from your product. But in 2025, it’s so much more than that.
Today, education isn’t just a post-sale tool; it’s a key part of the experience. It shapes how customers feel about your brand, it influences their success, and more often than not, it’s the reason they stick around.
At LearnUpon, we’ve been listening to the learning leaders, customer experience pros, and education strategists doing the work. In our new whitepaper, “Customer Education in 2025: The New Experience Era”, we’ve pulled together the top trends, tools, and insights shaping the next generation of customer learning.
Here’s a look at some of what we uncovered, along with a few thoughts to spark your own ideas.
1. Investment in Customer Education Is on the Rise
In a time when budgets are being scrutinized, it’s telling that more than 90% of teams we surveyed said they’re investing more in customer education this year.
Why? Because it’s working. Teams are seeing meaningful returns, from shorter time-to-value to increased product usage and customer retention. Customer education is no longer reactive. It’s proactive, it’s strategic, and it’s how we build trust at scale.
In other words, learning is becoming a key pillar of the customer relationship; right alongside support, success, and product.
2. It’s Not Just About Onboarding Anymore
Onboarding used to be the main event. Get customers set up, teach them the basics, and hope for the best.
In 2025, that’s changing. More and more, education teams are thinking beyond the first 30 days. They’re designing learning experiences that span the entire customer journey, from discovery and decision-making to growth and advocacy.
Critically, we no longer see learning as a one-time event, instead it’s an ongoing conversation.
So whether it’s helping a new customer master your core workflows, or giving a longtime user the tools to expand their use case, education is showing up in powerful new ways.
3. Most Teams Are Still Early in Their Journey (And That’s Okay)
Not everyone has a customer academy, a course content team, or a fully automated learning journey, and that’s totally normal.
What we found is that many organizations are still in the early to mid stages of building their programs. They’re doing what they can with the resources they have, and slowly but surely building momentum.
No matter where you are in your journey, there’s value in knowing the landscape, and learning from those a few steps ahead.
4. Scaling Isn’t Easy (But It’s Worth It)
Of course, growing a customer education program comes with its challenges. Limited bandwidth, fragmented tools, a lack of executive buy-in; we heard it all.
But we also heard this: teams who do invest in scaling—who get intentional with their content, systems, and structure—see big results. Things like:
- Lower support volume
- Higher NPS and CSAT scores
- Better product adoption
- And stronger, more confident customer relationships
So yes, scaling takes effort. But it’s effort that pays off, especially when learning is seen not just as a service, but as an experience.
5. The Tools (and Team Structures) That Set Programs Apart
When it comes to tech, one thing we heard loud and clear? The right tools make a big difference.
The most successful teams aren’t just throwing content out there, they’re building thoughtful, connected experiences using platforms that support their goals. They’re using:
- An all-in-one customer academy solution that integrates with their CRM and support tools
- Authoring tools that make content updates fast and flexible
- Analytics that go beyond completions to show actual impact
And just as importantly, they’re organizing their teams to support growth, whether that means cross-functional pods, customer education specialists, or dedicated ops roles.
In short, they’re setting themselves up for long-term success, not short-term scramble.
So, Where Do You Go From Here?
Customer education isn’t just changing; it’s leveling up. And wherever you are in your journey, now’s the perfect time to step back, reflect, and make your next move with confidence.
That’s exactly what this whitepaper is for, Customer Education in 2025: The New Experience Era.
Inside, you’ll find:
- Why 92% of businesses plan to grow their customer education programs in 2025
- How leading companies are turning education into a competitive advantage
- The key trends shaping the future of customer learning
- Practical insights to scale your program, whether you’re just starting or expanding fast
If you’re passionate about helping your customers succeed through learning, this one’s for you.
Let us know what you think when you give it a read. We’d love to hear where your customer education journey is headed next.
