🗣Public speaking is something that has been quite a journey for me!
I spent the better part of a decade as a software tester and a French translator. My verbal communications skills were buried so deep!!!
So when I was asked by WalkMe™ to be featured in a webinar about the #DigitalAdoption Institute last fall, I was shocked, horrified, and incredibly flattered.
Mind you, my only job here was literally to get on the webinar for 5 minutes from the comfort of my own home, and share my professional journey...like literally content housed in my long term memory 🧠.
I had several pre-practice calls with my WalkMe account strategist (💛 U Elizabeth Good)... I just found myself mumbling, rattling and terrified that I would turn into Dr. Leo Marvin during his interview with Good Morning America at Lake Winnepesake.
I had my parents join and I was sure they would be the only ones on the call, but then my whole team at T-Mobile scheduled their morning meetings around it and gave me so much confidence!
It turns out...I was fine. Dave Zinsman was great at helping me along with the questions, and I neither burst into tears, nor said anything wildly inappropriate.
It was a win.
The most important thing. Is that I kept looking for experiences to share my experiences and grow my skills on #podcasts and at conferences. The more I did it, the more easy it became.
Moral of the story, taking yourself out of your comfort zones, is the only way you’ll experience growth!
How have you taken yourself out of your comfort zone in the past year?!
Last week, Tom Adams asked a question here on LinkedIn about how to stay up to date with current trends in #LnD.
While I definitely recommend The Learning Guild and Association for Talent Development (ATD) for brushing up on #learninganddevelopment best practices, I’d recommend also spending time and effort learning more about your learners and their role.
For example, I’ve joined #salesenablement groups and really invested in listening to sales podcasts and webinars over the past 2 years that have taught me so much about how to support my company's sales teams!
There are great groups on here on LinkedIn as well for several different user groups, ie. #HR, #CustomerSuccess, #IT, etc.
It’s not just about how we support our learners, is really why we are and learning what is most important to them. 🤗
On WalkMe™’s This is Digital Adoption #Podcast last week, Peter High put things so plainly when he said:
“The pace of change has never been faster than it is today, and it will never be slower from this point forward.”
He brought up several incredible examples about the dire consequences of not being willing to change, and not creating a #culture that embraces changes.
As human being, though we crave routine and draw comfort from not changing, it is critically important to create a cultural org around change!
Have you made change one of your core competencies? Are you working at an organization that has?
Link in the comments to listen to the full podcast with Peter and Lia Ciner!
🤔 "Most people think adoption is license utilization, but it’s more about the depth of features and functionality utilization!" -Wayne McCulloch
I picked up the 7 pillars of Customer Success after a recommendation here on #LinkedIn and have been devouring it for the past week!
Fantastic book on so many levels to add to my growing understanding of customer success and how to support our employees as they support our customers!
🔥Here are my biggest takeaways that are going to support my own internal employee success and adoption programs using WalkMe™:
➡️ Throughout the adoption process, you need to put forth all our efforts to attain the business outcomes the customer sought to achieve…in the first place.
➡️ We need users to do what they have always done, but to do it MORE and do it BETTER! 🤗
➡️ Identify HORRIBLE “best practices” that are sending customers down the wrong direction…
➡️ Bury the FUD (fear, uncertainty, doubt) and help them adopt the new features/platform.
I really felt #3…😳
I highly recommend this book for other #DigitalAdoption and Customer Success professionals who would like to support their users, create adopters, advocates, and strategic advisors!
Wayne gives great examples for full scale customer success…and I appreciated his candor on Net Promoter Scores! 🤣
#cspillars #customerexperience #success #leadership #sales #strategy #innovation #futureofwork
"Can anyone say “that’s the way we’ve always done it” (TTWWADI) with a straight face anymore?!?" 🤣🤣🤣
Tim Creasey, Chief Innovation Officer at Prosci asked this question on LinkedIn this morning! ☕️
It is so important to recognize that if we haven't already evaluated all of our business processes over the past 15 months, then they are in desperate need of evaluation!
Tim says of the last 15 months: 🗣 "Most of what we did would fall in the “we had no idea we could do it that way” camp, instead. Let’s embrace that side."
I completely agree! Not only has the past 15 months required us to be innovative and think critically about our business processes and operations, but I think we have all surprised ourselves with how we've been able to pivot and adapt with our 👶🏻 families and 🐶 pets by our side!
I've most certainly been evaluating my #digitaladoption programs over the past year, and ensuring that as everything has changed around our users, their tech stack isn't a pain point with the help of WalkMe™!
Thank you for asking this question Tim, and for reminding us that we're accountable for not continuing do do things the same way as before!
⤴️ Onward and upward!
🏋️♀️A #digitaladoptionplatform like WalkMe™ and really any #tech investment is so much like a 🏋️♀️home gym…
If you’ve made this investment, it can’t just sit there and do the work for you…🐒
🤨Maybe you ran for 30 minutes 2 weeks ago,
🤫Maybe you were super good at working out last quarter but everything is collecting dust…
👍Maybe dumbbells work better for your fitness goals and bring you greater results than cardio…
🦾Maybe it’s the machines that do the heavy lifting for you and just help you tone…
Whatever your goals, you have to at least try EVERYTHING in the gym consistently before you can evaluate your progress and pivot to reach your goals!
If WalkMe™ is a home gym, then I literally want to be like those 🏋️♀️ Icelandic #crossfit women…
🤸♀️Using everything in that gym the most insane and extreme ways possible to get the most incredible results!!! 💪💪💪
📬 Email on Monday
👩🏽🏫 Training on Tuesday
🚀 Go-Live on Wednesday
There has to be a better way, right?
Tim Creasey joined Cornelius Fichtner on the 🎙PMPodcast yesterday to discuss #ChangeManagement #Agile #Project Management.
👂🏻My ears perked up as soon as they talked about the technical side of change management + the people side of change management.
📝Where project management focuses on the sequence of activities like scope, cost (Oof, I’m remember my PMP prep right now!)
👨🏾💻Change management is focused on the activities we can take to help our people through the change.
🔭Tim frames focus of the people side of change in terms of adoption challenges, which speaks to my heart!
🧠 How do we help people change their mindsets, their processes and their critical behaviors to bring that solution to life?
🔥There is always a people side to change!
I love working with the people side of change with my #digitaladoptionplatform WalkMe™, and focusing on users to determine how best to help them adopt, adapt, and succeed through change!
🎧 I highly recommend giving this episode a listen!
“…It’s not the demands of the job that cause the most stress, but the degree of control workers feel they have throughout their day.”
In Simon Sinek’s incredible book: Leaders Eat Last, Simon described the studies done in the UK to study worker’s stress levels.
I remember the stress I felt in my first few days at McDonalds as a 14 year old when someone came in asking for a cup of coffee. I had never made coffee, had no idea how to brew a fresh batch, and everyone else was too busy to help me.
I felt like I had 0 control over the situation and probably gave the lady the worst cup of coffee she’d ever had.
I felt this same sense of stress when I was left to complete processes within a new computer, a decade later as I was working my first real office job. I had shadowed my trainer less than 30 minutes before and taken copious notes, but sat for about 45 minutes before my stress overtook my pride and I asked my trainer to come back to my desk and show me again.
I’ve felt this again and again in roles, it’s not the demands of the job, is the lack of control I’ve felt navigating new processes, platform, tools, and technology!
A digital adoption platform like @Walkme gives people this sense of control back, by providing support and guidance where they need it, without having to go through notes, search for help docs, and finally give in and tap a co-worker on the shoulder.
What are you doing in your organization to relieve this stress and give your employees control?
❓❓❓Have you saved your company 50% in training since implementing your last #traininganddevelopment initiative?
Let's play would you rather...
⏳ 8 hour training in person to learn how to use salesforce + 📆 1 week of shadowing???
🔪Cut the time in half and give your employees more effective skills much quicker!
Well… Stephen Grimes of Ideal Image shared exactly how he achieved that in today’s WalkMe™ Community Meetup!
Stephen and his training team have seen incredible rewards using Walkme to train brand new users on complex processes in #Salesforce
Stephen and his team use the full arsenal of Walkme tools including:
🔍Tracked events &
🤖 Action Bots
to take away the 🙅🏼♀️ process reach the 🏆 outcomes!
Congrats to Stephen and the whole Ideal Image family…Ideal Image has some Ideal #SalesEnablement!
#sales #saleseffectiveness #digitaladoptionplatform #digitalAdoption
This week I listened in on a great webcast by ATD about xAPI and eLearning by Tim Slade and Megan Torrance of Torrence Learning: Tim Slade and Megan Torrance Answer Your Questions About xAPI.
xAPI make eLearning more nuanced and smart to allow for more adaptive learning.
One thing that really that really struck me is that even the most experienced instructional designers and learning professionals still literally don't know what xAPI is, let alone understand it, know how to implement it, and how to use it for their learners.
More importantly, it really just reminds me that as far along as traditional eLearning and xAPI have come, it is still years and years behind the power, technology, and analytics available with a Digital Adoption Platform.
xAPI tracks user behavior, not just in completed vs non-completed during an eLearning course, but can track where users selected wrong answers first, where they struggled with navigation, and different eLearnign courses can speak to each other to improve user behavior across several platforms.
Whta is shocking is how little this is pushed and championed in the Learning and Development community, and the fact that individuals who are experts in the industry and have courses and certification programs in eLearning still don't understand it and still don't adopt it.
With digital adoption, xAPI functionality is something that is a given, and is functionality that I have been using since my first day as a digital adoption professional.
My point? Digital Adoption functionality is SO FAR BEYOND any type of eLearning functionality available!!! There, I said it!
As a digital adoption professional, you have a skill set that barely even the top 1% of the eLearning community has in capturing user behavior, adapting learning based on needs and preferences, and providing clear and concise analytics on not just completion, but on the complete user journey throughout a process, platform, or across the entire user tech stack!
I'm an industry leader in Digital Adoption Technology, Digital Learning, LX, and Employee Enablement with several years of experience creating disruptive and strategic technology learning programs for global companies.