Roshan Vig

The 2020 playbook was “write more help articles.” The 2026 playbook is making customers self-sufficient before the question exists — through training that’s embedded where they work and searchable in their language. Scope This guide focuses on eliminating how-to support… Read More »How to Reduce Support Tickets Through Customer Training

The Core Thesis The era of seat-based shelfware is dead. As B2B SaaS shifts relentlessly toward usage-based and consumption pricing, an unactivated user is no longer deferred revenue — they are a direct, bleeding cost. Yet, despite spending millions optimizing… Read More »Usage-Based SaaS Requires AI-Speed Adoption. Why Is Your Enablement Stuck in 2015?

You did everything right. You evaluated the top platforms. You secured the budget. You assembled a cross-functional task force from Customer Success, Product, and Marketing. You spent six months building a beautiful, branded academy with custom layouts, carefully structured learning… Read More »Why Your Customer Training Academy Has 25% Adoption (And What Actually Works)

The enterprise learning market is undergoing what appears to be an AI transformation. Vendors are announcing AI tutors/coaches, personalized learning paths, automated content generation, and skills intelligence platforms. The vision is compelling: adaptive systems that understand each learner, generate explanations,… Read More »The AI Promise vs. Reality in B2B SaaS Customer Training 2026