September 2025 Meetups

Client Experience Learning at Netsmart: Creating Value, Driving Impact, Building Trust

September 18: Client Experience Learning at Netsmart: Creating Value, Driving Impact, Building Trust

Here are the highlights from this customer meetup:

Speaker: Sarah Owings,Senior Director of Client Learning at Netsmart

Netsmart's L&D Team Journey & Team Evolution

Sarah joined Netsmart in 2021 and led a transformation from a traditional L&D team to a strategic client experience team.
The team shifted from selling $400 classes to offering free, on-demand, self-service learning.
Rebuilt trust with clients after a failed wiki implementation by re-launching the NetSmart Resource Center using NiCE KM.

Strategic Impact

The team now contributes directly to client retention, expansion, and adoption.
Focused on aligning content with business goals, including double-digit growth targets.
Leveraged metrics, UX improvements, and AI to personalize client experiences.

Client Consortium

A small group of engaged clients provides feedback, previews new features, and co-creates strategy.
Monthly group and 1:1 meetings foster deep collaboration and trust.

Marketing & Communication

A dedicated MarCom function amplifies the team’s work through storytelling, branding, and community engagement.
Frequent posts and success stories help build visibility and credibility.

Team Culture & Operations

10-person team with no headcount changes in 4 years.
Biannual “Work Weeks” and quarterly retrospectives ensure alignment and innovation.
StrengthsFinder and “Learning Fridays” support personal growth and team cohesion.

Frameworks & Tools