Customer Enablement and Agent Enablement Are Not the Same Job

Field CTO

A term I heard at a conference organised by Braintrust

I experienced the role end to end while onboarding and supporting our newest customers.

But somewhere in the process, things changed.

Customers weren't asking me to walk them through the product.

They were asking me to train their agent on how to use it.

Customer enablement assumes a human on the other side who needs to understand.

Agent enablement assumes a system on the other side that needs to be configured.

That's not the same job.

Field CTO made sense for the last era.

I'm not sure what we call the next one.