Customer ExperienceThought Industries Announces 2021 Business Results, Highlighting Increased Adoption of Customer Learning

Thought Industries, the world’s #1 platform for customer education, today announced the completion of a successful fourth quarter of 2021, capping off a year marked by high double digit market growth, the release of new digital learning innovations and record customer growth.  These milestones reflect the growing momentum and adoption of enterprise-scale customer learning platforms that enable organizations with complex products and training requirements to grow revenue, increase customer loyalty, and ensure customer success across industries including technology, manufacturing, healthcare.

Thought Industries’ newest customers represent industries including industrial manufacturing, cybersecurity and information technology. These companies recognize the power of customer learning to provide world-class learning experiences at every stage of the customer journey. They include Yaskawa, a global manufacturer of industrial equipment and robots, security platform provider Snyk, and data storage technology provider Hitachi Vantara.

“Our customers look to us for technologies that can help them get the most out of the data that drives their business—from managing and storing business-critical information, to analyzing it for insights,” Simon Fowler, Director, Lumada Learning and Enablement at Hitachi Vantara. “Knowing how to unlock this value is an important piece of this equation, and it’s why customer learning is a core tenet of what we provide to our customers. The Thought Industries platform will help ensure our customers can get the most out of our technologies, and it will help drive customer engagement and loyalty.”

In addition to adding dozens of new customers, Thought Industries also increased its staff by more than 55 percent in 2021—an indicator of how more companies are recognizing the value of customer learning and the impact it can have on their business.

“Organizations across a wide variety of industries are increasingly seeing customer learning as a core part of their tech stack. And they’re demanding technologies that meet them and their customers where they’re at— with more adaptation and personalization” said John Leh, CEO and lead analyst at learning tech research and consulting firm Talented Learning. “The rise in the personalization of the customer learning experience, along with expectations around where and how these enhanced learning experiences impact every aspect of the customer journey, are fueling category growth. With more organizations recognizing the competitive advantage of customer learning, expect rapid innovation and category expansion, and for Thought Industries to continue playing a leading role.”

Other Thought Industries highlights from 2021 include:

  • Unveiled numerous technology advancements, innovations and services including the Customer Learning Cloud— a new software platform to help companies create, publish and manage online and offline learning experiences for customers, partners and professionals. The company also established the Customer Learning Academy, an on-demand center of excellence that brings together research, education and community to help customer learning professionals maximize the impact and value of their learning programs. The innovations are also paving the way for an open architecture that will enable customers and partners to extend the platform for their own innovations.
  • Established more technology integrations and partnerships, including a strategic partnership with ServiceRocket, an integration with cognitive search and AI apps platform provider SearchUnify, and an integration with video assessment provider Bongo.
  • Received numerous industry awards and recognition, including the Brandon Hall Group gold award for excellence in the Best Advance in Learning Technology for External Training category, as well as the 2021 CODiE award for Best Customer Learning Platform. The Craig Weiss Group, LLC, also named Robin Wadsworth, president, and Ann Findlay, vice president of sales, among the Top Learning System Executives of 2021.
  • Hosted the second annual COGNITION conference, bringing together more than 500 B2B thought leaders, executives and customers to share their experiences and insights for building customer-centric learning programs that drive business loyalty and revenue growth.
  • Introduced an impressive list of enterprise customers across a wide variety of industries to the Thought Industries platform, including General Assembly, The Crosby Group, Celonis, Hitachi Ventana, Snyk, Yaskawa and many others.
  • Expanded the Leadership Team, adding Chief Customer Officer Jill Sawatzky, Chief Marketing Officer David Downing, and Vice President of Product Marketing Brian Childs. These hires reaffirm Thought Industries’ commitment to customer learning and partnering with our customers to help them scale and grow their businesses.

“After the unprecedented challenges we faced in 2020, the year 2021 should be remembered as a key time in which customer learning truly established itself as a critical business driver, with more and more organizations across industries realizing the benefits it can have for customers, partners and professionals,” said Robin Wadsworth, President, Thought Industries. “From expanding our leadership team and bringing more talent into our organization, to adding an impressive array of new customers, we’ve proven that customer learning has value and is here to stay. I’m excited for what the future holds.”


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