➜ Watch a quick intro video

What is Customer Knowledge?

Customer Knowledge is a new category that expands beyond the traditional boundaries of customer education to address a growing challenge for businesses in the era of AI search and discovery.

That challenge will sound familiar. The knowledge customers need to successfully use a product, platform or service is scattered across disparate sources – including academies, help centers, documentation, websites, support systems and more. As customers increasingly turn to AI assistants and other channels for immediate answers and actions, these silos can result in conflicting, outdated or incomplete information.

Thought Industries is now the Customer Knowledge AI platform, with two products: Academy and Lens. This builds on Thought Industries' more than a decade of experience helping companies educate customers and drive product adoption and revenue growth.

As our CEO, Irana Wasti, put it:

"Customer education taught us something fundamental: when customers have the knowledge they need to successfully use a product, the business grows with them. What has changed is where and how customers expect to get that knowledge. The academy is still important, but it is one of many places customers now turn for answers. Customer knowledge is about making sure every one of those experiences is grounded in the same accurate, governed intelligence."

What is Lens?

Lens is our newest product. It is designed to unify fragmented customer knowledge and deliver accurate, contextual guidance wherever customers and AI agents look for answers.

Lens also learns from the questions customers ask. That gives businesses greater visibility into what customers need, where they are getting stuck and where knowledge gaps exist.

Lens is in beta, and we'll share more as it grows.

What to expect next

We're hosting a customer webinar on Thursday, November 12 at 11am ET. We'll show Lens in action, talk about where Customer Knowledge is headed and answer your questions.

Save your spot for the November 12 webinar → here.

Learn more

• Read the full announcement

• Explore the new thoughtindustries.com

Have a question you'd like us to cover in the webinar? Drop it in the comments below. 

~ The Thought Industries team

Big things are on the horizon, and we’re giving you a front-row seat!

Join us for a special customer webinar as we introduce the Customer Knowledge AI Platform and Thought Industries Lens, share a sneak peek at our product roadmap, and show you what’s possible with Lens!

Here’s what’s on the agenda:

• 👀 A first look at our Customer Knowledge AI Platform

• 🎯 A peek at what’s coming on our product roadmap

• 💻 A live demo of Thought Industries Lens in action

Come see how we're bringing customer knowledge together to deliver one trusted answer.

👉 Save Your Spot

I visit User Metrics a lot - but this page isn't added to my search list and I can't manually add it.
WHY?

• What features or functionality are you using particularly well?

• Are there any innovative ways you have enhanced course engagement and the learner experience?

• Examples of effective learning pathways, certifications, assessments, or learner journeys

• Underutilized TI features that you've discovered

We’re launching our first-ever Customer Awards to recognize the people and programs doing great work with Thought Industries. Nominate your own program or one you admire, and tell us what makes it special.

The categories

🏆 Customer Program of the Year
Our top honor. For the program that does it all: smart strategy, real results, fresh ideas, and happy learners.

📈 Business Impact Award
For the program with the clearest link to business results, like revenue, retention, adoption, efficiency, or customer performance.

🎓 Learning Experience Award
For programs learners love. Standout content, thoughtful design, strong engagement, and an experience made for the learner.

🚀 Launch of the Year
For a bold new launch, relaunch, expansion, or transformation of a TI-powered program. Must have launched in the last 12 months.

You can enter more than one category.

Who can nominate?

Anyone. Nominate your own program and get recognition for your team. Know another customer doing great work? Nominate them too.

What winners receive

• Your choice of a physical award or a gift card

• A digital award badge and certificate

• Social media recognition

• A feature right here in the Community

• A chance to share your story through a customer story or case study

• Recognition for both your organization and the people behind the program

Winners get a package built to share, both inside your company and out.

Timeline

• Oct 13: Nominations open

• Nov 4: Nominations close

• Nov 18: Finalists notified

• Nov 25: Winners selected

Ready?

The nomination form takes about 5–10 minutes.

👉 Nominate now

Questions? Drop them in the comments below.

See September's Updates in Action

What We Covered

From a faster way to move around the admin to AI-built learning plans, we packed plenty into this month's review:

• Quick Admin Search Enhancements: Quick actions, pinning, recent pages, Explore, and a new Spotlight, all from the search bar or Cmd/Ctrl+K.

• Accessibility Improvements: Every formatting control in the learner notebook now works with a keyboard.

• Alternate Purchase Paths: Add a secondary call to action to course detail pages that points learners to a subscription, collection, learning path, course, or external URL. You can also hide the individual purchase widget.

• API Updates: Content APIs now support template SKUs, author and source fields, and up to 100 sections, lessons and topics per course. There's also a new API for managing the Asset Library.

• Personalized Learning Agent: Learners can state a goal in Conversational AI Learning and get a learning plan built from content they already have access to.

• BI Connector 1.0 Retirement: If you're already on BI Connector NRT, you don't need to do anything. Otherwise, reach out so we can help you plan your move.

1. If there is any way to pull reports on learners with upcoming content access expiration dates?

2. If Content Access Expiry needs to be updated for a number of users, is there a way to perform this action in bulk? For example, if all users in a sub-license have a content end date of October 1st 2026, but they need the date extended, how could this be performed easily? (updating sub-license access settings does not affect existing users within the sub-license)