Welcome back to America's leading higher education podcast! In this incredible episode of The EdUp Experience, sponsored by MDT Marketing, we are honored to bring Melissa Loble, Chief Customer Experience Officer at Instructure!
Melissa brings in the critical perspective of the changing student buying habits during the pandemic, which should continue post-pandemic. She defines that the "customer" for Instructure is the institution, the faculty, the staff, and the students. She discusses how to balance clashing user needs, which includes prioritizing what is built for Canvas based on what's happening in the world around us. The student first shift has resulted in a concurrent user increase of approximately 4M during 2020. Institutions of higher education need to deliver on their expectations, there is much less tolerance for outdated and clunky technology - and Melissa predicts that online learning will see more robust synchronous pieces moving forward.
Melissa leads Instructure’s customer success, services, and partnership organizations. She’s a champion for crucial customer-focused topics like data usage and privacy—and it’s her personal mission to drive innovation in our customer experience and enable customers to leverage our solutions in engaging and effective learning environments. Melissa has spent 20 years in educational technology working for a number of technology suppliers and educational institutions, as well as teaching leadership courses on managing technology for educational change. She has a master’s degree in educational policy from Teachers College, Columbia University and an MBA from Columbia Business School.
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