Name: From Launch to Adoption: How Freshworks Drove Lasting Behavior Change Across Their GTM Tech Stack
Uploaded: 2026-04-15T16:16:10.958Z
Duration: 1 h 16 s
Description: From Launch to Adoption: How Freshworks Drove Lasting Behavior Change Across Their GTM Tech Stack

Transcript for "From Launch to Adoption: How Freshworks Drove Lasting Behavior Change Across Their GTM Tech Stack": We are loving the gifts. This is a great I'm doing this in every webinar going forward. Very telling. But, yeah, welcome. So hi, everyone. Thanks so much for joining us today. We're very excited to walk through how Freshworks drove lasting adoption across their tech stack, what worked, what didn't, and the framework they used to make it stick. This is something we know so many teams struggle with. So today is, all about giving you practical, real world insights, that you can take back and apply. So with that, we have an incredible panel with us today. So we have Amber Milano from Seismic who is the Amatement Director. A lot of you probably know Amber. She's we're we're many hats here at Seismic. She's been here for quite some time, so we kinda call her the OG here at Seismic. So happy to have her here with us today. We also have Sean Adams, who's the Chief Revenue Officer of Iraad. We partner really closely with Iraad with a great partnership, and we'll be showing you how Freshworks leverages their tutorials and simulations to drive that adoption. And of course, we have Nikki Munoz here with us today. She is the manager of learning platforms and digital adoption at Freshworks. So she's got an incredible story about how her and her team have drove this kind of framework and adoption across our tech stack, and we're super excited to dive in. So once we are diving into those details and how it all came together from strategy to execution And I'm especially excited, again to spotlight Freshworks' success kind of being a customer at Seismic. But, before we really jump in, I just have a couple of housekeeping items. So you'll see on the right hand side where we have chat, docs, and q and a. Throughout the webinar, we encourage you to submit your questions to the panel, but please use the Q and A tab so that we see that on the back end as we're doing our Q and A section towards the end. If it goes into chat, we can bump it into the Q and A, but it just makes it a lot easier for us just to be in Q and A. We also have a Doc section. So there's some additional resources that you can check out during the webinar or after the webinar. And yeah, so use chat just to kind of comment. If you like something that you're seeing or you resonate with something, please put that in chat. Chat with your peers. But again, the Q and A section is really for the questions directed straight to the panel, which we will get to towards the end of the webinar. We'll also have some polls that we'll be kicking off. Once those go live, you'll see another poll section next to the Q and A tab where you can answer, put your answers to those polls. We highly encourage your participation because that will help us steer some of the conversations that we're going to be having, on this webinar in particular. So with that, before I hand it over to Sean to really walk us through the agenda and get into the good juicy stuff here, we will kick off our first poll. Again, highly recommend or ask for your participation. I've just opened the poll. You'll see it actually next to chat. We would like to know what's most top of mind for your enablement function right now. Is it launching a new tool or tech stack rollout, revamping training for an existing tech stack, struggling with rep adoption after launch, or just exploring what good enablement looks like. Got some coming through. It looks like launching a new tool and struggling with web adoption is kind of neck and neck. Oh, I'm just exploring good movement. So we'll keep us open for another ten seconds. Again, if you have an answer, please do. We can help kinda see what we're gonna talk about here with Sean. Alright. Well, I'm gonna leave the stage. Sean, I'm gonna hand it over to you and we can get started. Let me close this call and stop sharing and there you go. Excellent. Thank you, Lauren. Appreciate that. Yep. Pretty telling, I think, in the, in the poll there. All of us in here to kinda see the tech stack adoption, how we roll this out for our reps, driving this at scale for our for our tech organizations. Makes a ton of sense. Great to be here, everyone. As mentioned, my name is Sean Adams. I'm the CRO at IORAD, oversee our customer facing teams. For those that don't know, IORAD is a interactive authoring tool specifically designed for enablement in learning organizations to scale how they document how to processes for software rollouts technology into interactive walk throughs that you can embed anywhere, including your enablement platform. We've been partnered with Seismic for better part about four years now, helped a little over 300 organizations to kind of roll out their tech stack adoption, specifically in the in the enablement front. In terms of what we're gonna cover here today, we're our real goal is to distill all those hundreds of conversations we've had. We've recognized a ton of patterns and a framework for how we can really help you scale these things. So we're gonna talk through the problem that exists, the multimillion dollar tech stack adoption challenge, getting ROI on those investments of the tech that we've made. We're gonna walk you through a framework. This is a five stage learner adoption journey as we call it, and we're gonna really highlight here the story and the the tactical, guys and best practices that Freshworks and the the Seismic team have seen be successful. So we're gonna go through each of the stages in the framework, and for each stage, we're gonna kick it over to Nikki at Freshworks and Amber at Seismic to add their 2¢ about the best practices they use at each stage, and really make this very practical and and tactical for you guys. Awesome. So kicking off the problem, multimillion dollar tech adoption gap. What we typically see on average is organizations spend tens of thousands of dollars per employee per year on technology. And this Gartner study found that nearly half of knowledge workers feel overwhelmed and unsure about how to use the tech available to them to do their job better, which means the orgs are spending all this money and they're not actually driving the outcomes that they want from that tech. And we know that an overwhelmed employee is one that's not going to succeed, right? They're all gonna be overwhelmed. They're not gonna hit quota. They may not be able to do their jobs properly. So we really wanna try to highlight how we can drive this tech stack adoption and showcase how this tech that's available can really unlock the efficiencies and the outcomes we purchased from it to start with. So to kinda kick things off here, what I would like to do is bring on Nikki to do an overview a bit of her self, her role, the problem they were trying to solve, and what Freshworks was was trying to do at this launch so we can set the context for this conversation. So, Nikki, I can kick it over to you. I'm sorry? Awesome. Thanks, Sean. Can y'all hear me? Good. Okay. So hello, everyone. Nice to see you all today. My name is Nikki Nunez, and I am coming to you from Freshworks. We're a tech an ITSM and customer support software. We have around 1,500 sellers globally. The reason that this became a really big focus for us, the topic of digital adoption and adoption across our entire go to market tool tech stack, is because over the past year, we had a CRM overhaul project, which, as you all know, CRM is the core of the GTM tech stack and impacts how we work in all of our tools. So we had to kind of relaunch all of our tools, and retrain our entire go to market function on how they're leveraging those tools. So it became really important for us to get a good system in place so that we could scale and repeat the process over the tech stack. And I'm looking forward to sharing, some of our lessons today. Thanks, Dickie. Yeah. Speaking to the system that you described, really this framework is exactly that. Right? It's a repeatable way that an organization can deploy a strategy for driving adoption, whether it's net new processes we're trying to roll out or new technology that we've recently purchased or we're launching, or if it's existing tools and processes that we're trying to improve, there is, what we call an adoption journey for end learners. We know that learning is not a moment. It's not just an asset. It's actually something that occurs across a continuum. So when we're rolling out new technology or new process, the adult learning theory tells us that we're gonna be moving learners through this experience. From the first time they see this information, to how we drip that information to them, to how we get them to ramp and practice and get their competency correct, all the way through to how we're gonna reinforce and continually build on that, that knowledge and and those processes therein. And so we enablement, we love to just put an outcome out there or an output, right? Put the guide, put the video, but it's actually about putting the right piece of content at the right time with the right stage that that learner is in, and we're gonna talk about how that location, the how, the what, and the why are what makes this adoption really happen. So kicking off the first stage here, first exposure. So here we're really worried about how we're gonna drip this information out. Specifically when it comes to how the learner's gonna really get excited, our goal is not to teach them anything. It's really to garner that interest, that curiosity. And there's one question going through every learner's mind, and that's what is in it for me? Right? We all know that feeling in enablement where we try to roll something out and we get the eye rolls from the field. Right? Oh, gosh. Look. Is your enablement with yet another thing I've gotta learn, yet another thing I've gotta adopt? We wanna actually show them that we know them and that we can build trust with them by highlighting the workflows that we understand, highlighting the inefficiencies and the gaps that are out there, and showing that, hey, we came up with a tool, we bought something. We invested in something to solve a problem for you. It's all about the teasers and the way to, elicit that, real curiosity from our learner group. So they're pulling into this next launch that we're doing. So, So, Nikki, let's kick it over to you. How did Freshworks think about this exposure play and and how they really garnered that curiosity? Yeah. So, we run a pretty lean enablement team, and I'm the only person on the enablement team that has a sole focus on digital adoption across the entire GTM tech stack, which is a lot of sellers and a lot of tools. So the reality is that I just can't be on one on one Slacks or one on one calls, Slacks all day. That would be the only thing I have time to do if if I was, continuing on with that. So like I said, over the past year, it became really clear that we needed a scalable solution for that. So the first step in our, in our journey is the Seismic page. We have a GTM tooling hub, and we have a page for each of the tools in our GTM tech stack. The very first step when we're going to be launching a new tool or updating a tool, launching updated workflows in the tool is to update that tooling page and share a communication around the upcoming launch or update. Typically, we'll have some sort of announcement that we post on Slack, send out on email. We'll include, like you said, a teaser video. We often have executives, do a a little clip on why we've invested in the tool and what we hope that the reps are gonna get out of it. The purpose of this is to build the excitement so that when more training comes up we know in enablement, people don't look forward to doing e learnings. They don't look forward to going to sessions, but we wanna build that excitement that this is going to help you make your lives better, make your workloads more efficient. So we always do that ahead of a launch or an update. And then the tooling hub pages become the one stop shop for all enablement resources related to each tool going forward. So once we do the elearning, once we do the live session, the decks, recordings, everything is there. Reps know that they can just go to that tooling hub and find everything they need on a specific tool. So I I still get a lot of slacks, but the volume has gone down quite a bit. Now it's, now it's I looked on Seismic. I couldn't find it. So now I'm coming to you, which I would much rather. Love that. And, Lauren, I believe we have a quick video clip as well for Here is an example of the Freshworks outreach landing page. Scrolling down, we can see the e learning resources section along with IORAD tutorials, resources pulled from the seismic library, and an FAQ. From here, we navigate into the Qaya e learning section and then into the outreach homepage. We then move into the IORAD extension where a curated tutorial library is available to support reps in the moment, helping with ongoing reinforcement and learning. Notice that only outreach tutorials appear here. That is because the extension recognizes which tool we are in and only shows relevant tutorials. Excellent. Okay. So you can see in that case that we really, we broke down the excitement there where we're having teaser videos and things to get them ready for what's coming all the way through to how we're meeting them as they're progressing and doing the work. Those tutorials and content are meeting throughout the way. So I just wanna kick it over to you, Amber. On the Seismic side, tell us about how and why you've seen these pages be so effective as a way to kind of garner that that first exposure and consolidate information. Yeah. I love pages. I think pages are the foundation of everything we try to do and activate at Seismic. It's kinda like the field of dreams experience. If you build it, they will come. Doesn't work that well without a page. Right? So the cool thing about a page is you have that opportunity, like Nikki just showed us, to embed all of the things that are there to be known about a topic, about a specific tool. We use it a lot for different initiatives that are going on. So we have that opportunity to curate all of the resources about a particular thing, whatever that topic or event might be, into a page. So we use them for product hubs. We use them for place. We even use them for team communications. Right? We really, lean heavily on our our pages technology. We know customers do, lots of, like, quick reference guides launched. We use launch for, pages for launch as well. And and, really, I'd love the pages experience when you think about pages in Seismic versus, like, a SharePoint folder that just has a list of files, and who knows which file you're supposed to use. Pages give us that opportunity to collect all the great information in the same place, but most importantly, provide some context around it. And then you flesh that out with lessons and IRI tutorials like we're gonna see, and it just makes it a a really powerful tool that helps everybody. It's a really great technology. I love it. I'm a pages nerd. Absolutely. It's all about setting that initial context. And of course, like we said, building trust. And trust happens when the learner feels like they there's gonna be resources and support for them. So as we transition to the next stage, we're really talking about orientation. And here, we've already established the curiosity. We've got reps in the room. They know what's coming. Now it's all gonna be about how we're going to expose them to this content, how we're gonna drip this out in a structured manner, how we're gonna sequence the information so they're not drinking through a fire hose, how do we give them a safe space where they can go through this content at will that we can scale, meaning it's self serve and driven by the learner, but it's also going to be something that leaves them with an ability to keep transitioning and start to do this stuff at scale. So, Nikki, let's talk through how Freshworks, rolled this out. You guys did a tremendous job of really leveraging the e learning experiences. So talk us through how you did that. Yeah. So after we start building the curiosity for a new or improved tool, we launched the elearning. Whether it's or when it's a major launch or a combination of tools together, we try to build that elearning in house. So we use Articulate Rise, and we embed those IRAD tutorials in the elearning. When it's something a little bit more minor, we try and leverage, some of the university content from our tooling vendors, like, as we just saw in the example, the Outreach Kaya course for that one. This is really crucial because we know in enablement, it's important to ensure that the learning is engaging and interactive, make sure that our our learners are retaining the information. So when we're building those elearnings, we're putting in the tutorials. A lot of times, we don't have access to a sandbox. Reps can't go into a tool and practice using it before we launch it. So this is kind of a way to do almost a a a faux sandbox, if you will. They're going through the tutorial. We always put it in try it mode so that they are going through the actions, not just flipping through, slides. So it feels like they're in the tool even if we can't get them in the tool right away. And that's been really positively received across the field. And then, of course, we're still linking that elearning back to the tooling hub page for each tool, but most people aren't gonna go back and redo an elearning. So we pull out the IORAD tutorials and put them into a library, and we link that again as you saw on the outreach page so that people can just go into the tutorial, especially if there's a little bit of a gap between when we did the announcement, when we did the elearning, when it's launched. That way, they can go in. They can redo the the tutorials in just one or two minute clips just in the what do I need to do frame of mind, not in an entire, like, elearning. And then the next piece of that orientation layer is the live session. So we always require the elearning as prework for the live training. And then when we kick off the live training, we reference back to the elearning. So, we'll usually do something like a shout out of teams who have a 100% completion, or we might do a pop quiz where I usually remind them, one, there was an elearning, two, it should be done by now, and three, we're gonna build off what that elearning, what that elearning laid the foundation for because live training is valuable time. Taking our sellers off the phones, is time that they can't spend selling, so we wanna get the most ROI for that time, which means we need to be hands on. We need to be impactful. We don't have time just for an information dump. That's what the elearning's for. So, it's it's a good way to to boost your elearning completion as well because then I always remind them, like, it's open book. Open up the elearning. If you don't know the answers, you can go back and finish it later, but we're gonna build off of that right now. And then in the live sessions, again, if they don't have access to the tool, I'll use the sandbox and do a hands on demo, make sure that it's really interactive, ask a lot of questions to keep them engaged. If the reps do already have access to the tool, I do something a little bit a little bit crazy, something maybe risky, but I have the reps actually share their screen, and then I walk them through to do the demo and show them how easy it is. Click here or do this. Check what happens when you hit this button. And that's really resonated as well because it just gets them actually in the tool. Everybody else on the session is kind of following along. So it keeps it really interactive and engaging throughout throughout. And then always, like Amber said, pages, I'm a fan girl. Pages, we use them for everything as well, but everything I do is back to the page back to the page. You want the deck? You want the recording? It's on the tool page. We'll we'll do seismic scavenger hunts to get them in the page even on the training again if they don't have access to the tool so we can focus on where you can find the resources. You don't have to just remember what you're supposed to do. Yeah. Just underscoring. Notice that Nikki isn't just focusing on a single asset. Right? It's not just here's the video, here's the live training we did, check the box, let's move on. It's just not how adults learn. Right? They're teasing this information out in a variety of different places where that work is gonna happen, and that's really what's gonna lead to success here, that we're thinking about that holistically. So, Amber, from your perspective, you've worked with hundreds of enablement organizations as well. Where have you seen e learning be successful, especially when it comes to this kind of orientation mindset? Yeah. I I mean, I think drawing on that same idea that we wanna make sure that that information is presented to the reps wherever they are in their process of learning. And I think there are so many cool ways to embed it. We use it like, Nikki was just describing. We use it as kind of a a primer ahead of launch, for example. We want people to see a demo of all the cool features that are coming out, and then we're gonna have a live session where we really talk through them and and help them engage with it. I love the idea of using Iraad for those scenarios where we don't have a sandbox. So I like to kind of think of it as like a stair step. We have this broader page that has all the resources in it and along with resources, the valuable context. But the cool thing about elearning is you could put a sentence or two on the page and then say, for more, read on. Go to the lesson and really dig in. And so then you can kind of compromise where the first person that comes the first time the person comes to the page, they wanna read the context and the lesson. The next time, they just need the context to remind them. You know, you kind of again, trying to meet everybody where they are, you can kind of, build on that. And then even embedding in the lesson, the IRO add, or put it right the tutorials right on the page. Super slick. So we use it a lot for certainly, we use them for onboarding. I love the modularity of lessons where one especially when you think about tech stack, those tools might be important for an onboarding. You introduce the tool in April, and then you wanna make sure that it's lumped into the onboarding for people that started in May. Right? So there's a lot of benefit there, especially for, like Nikki said, the smaller enablement teams. It's great for using it for certifications and and, like, on demand practice and making sure that people are really running through their new talk tracks or the scripts that you want them using. So I really love elearning because of that ability to just embed it right there in a page where they're working. You can use it in multiple different ways, different context, and I think it's really, a really powerful way to just assure the reps have what they need when they need it and when they're ready to absorb it. Exactly. Progressive learning, feel the answer here. Yeah. So as we transition into our next stage here apologies. My screen is freezing. Stage three, ramp and practice. Right? So here, we're out. We've built the excitement. We've give them that orientation. We've done a walk through with them. They're clicking around in the safe space. So they've seen it. They've been shown it, but can they actually do this? How do we start to get fingers on keyboards, pulling that thread a little bit further? Goal isn't to add more content to them. It's all about the confidence building and getting them to this next stage heading into competency. So we're really working on those scenarios. We're trying to reinforce the right intervals when the process should happen. We're trying to back them up with the right FAQs, and we want a safe, low stakes space to do this. So it still can be a live environment, but we wanna make sure it still feels like practice. So, Nikki, walk us through that, and think think about that hyper care experience because you you guys did a really great job kinda this omnipresence for, your learners when they were asking these questions and learning these things as they were ramping. Yeah. So like I said in the last segment, the IRAD tutorials are the star of the elearning. We put them all into libraries. We link them on the pages. I actually had a a kind of an enablement win moment, a few weeks ago. A new SE leader to the organization was telling somebody else in a call that I was on. Freshworks has these really cool tutorial workflow tutorials you can click through, and practice using the tools. I don't know who makes those, and I got to raise my hand and say, I make those those tutorials. I'm glad that you like them. It was just a really nice candid moment of learner reinforcement, and validation that this strategy really does work, that they are referring to it, especially coming from a a leader in the sales organization that they're referring to each other and to their reps to be utilizing these tutorials. So, the tutorials are really big in the hypercare period like you mentioned. Right? People aren't gonna remember everything just after a live training, just after an elearning. It takes, like, 25 repetitions before somebody actually remembers something we all know in adult learning. So having those tutorials on hand for the hypercare is huge. So we would post those tutorial the library links so they could just have the library links pulled up, but anytime a question came in around the tool, I would just respond with a tutorial link. And so that saved me a ton of time from the can you jump on a call real quick. I just share a tutorial link, and that answered their question one or two minutes, moving on with their day, and I didn't have to jump on a call. I also do office hours weekly, and on the weekly office hours, whenever someone would ask a question, which inevitably I've answered a 100 times, share a tutorial link. We go through the tutorial link on the call, and then, they're off and running. And I always say, like, share with your friends, share the tutorial link with your friends, share with everybody, because it doesn't pull them out of their work. Like you said, you know, it's really important to reinforce to have it right there at their fingertips. And then we have even cooler on the next one. I can't wait to talk about that, but I'll I'll talk about how the ongoing, we also leverage the tutorials. Yeah. Absolutely. We're dealing with human beings here. Right? So inevitably, we give them perfect written instructions across the board. They're still going to be the one off questions that the repeats, the stuff we have to continuously fall back on, and so that's the nature of being able to surround them a bit here. Amber, from your perspective, how do you think about this from from a ramp and a repeatability standpoint and and what you've seen with Seismic? Yeah. I mean, I think all of us enablement experience the you know, answering the same question a million times, and I love being able to just say, check out the page. Here's a link and whatever. It's just in it. It eventually starts to pay off because they're like, oh, wait. Let me check the page before I ask. You know, it sort of starts to pay off. Eventually, they're they're gonna catch on that there is a collected set of information for them. I think that the key of repeatability and scale is the idea that there is, that that tutorial, that lesson, that page is embedded wherever they work. So you can even have that surfacing. Like, we saw in some of Nikki's examples that it's surfacing through our CRM systems, for example. We have that ability to meet them where they are, and I think that's really key, in in helping that. Just have it there is gonna help reinforce and help that build that habit of like, oh, yeah. There's a tutorial for that. You know, we have customers that say, oh, there's a seismic for that. It's like becoming a noun. You know? They know where to find that information. I think it's really important to the point of saving the enablement team from answering the same question over and over again. And it also, I think, in turn, builds confidence and capability feelings in the reps that they know what they're talking about, and they can come across more effectively to their buyer instead of being like, no. What is that? They know, oh, wait. I already know how to find that information. I'm already familiar with it. And I also think it it we have some clever ways with pages and lessons to ensure that they're only seeing the things that they need, even the things they need when they need it. So there's a lot of stuff that we can do to really kind of take the mental lift off of them by leveraging the technology, which is, I think, really powerful. I think it it helps. We're gonna talk about this a little bit more, but it helps to build that trust that the information is there. It builds their confidence that they know how to find it, and, and it saves the enablement team, hopefully, from answering the same questions and trying to address the same, concerns over and over again. Yeah. Exactly. Yeah. Back to the trust piece. Right? The the reps feel that trust when they go and go, oh, of course, you've already thought of this for me. Right? And that that's the feeling we wanna try to really elicit here. So as we head into stage four, competency. Right? So at this stage, they're doing this, they've practiced. Now we're really trying to meet them where they are in the flow of their work. We want guidance that's meeting them at the moment of need, specifically when we have questions or how tos where we have, like, that button I forgot to click, those types of questions where we're really trying to just help give them the readiness and the feeling of confidence in those workflows. They're gonna be in live experiences. They're gonna be doing their job. We want that trust to feel like it's an over the shoulder enablement professional sitting on their screen. Like, here's that next thing you need to do, and here's what you forgot that we're gonna help you underscore. Nikki, I'm gonna kick it over to you here because I again, I think you guys did a fantastic job with the in app libraries and how you really thought about reinforcing this with your reps. So talk us through that. There we go. It'd help if I unmute it. Yeah. So like you said, we've enabled the in app feature in our tutorial library. So reps can actually pull the library of tutorials for a given tool while in the tool itself, and they can search quickly to find the tutorial that they need just by the keyword. So opportunity, product, lead, account. They can just search those keywords, find all the relevant tutorials, find the one they need, without ever leaving the app. I think that's really important, because it's an extension. It's a it's in Chrome, so it's able to overlay over whatever tool. So we saw the Outreach example. We'll show another screenshot in a minute, but they're in Outreach. Anybody in enablement, you know, the sales engagement platform is one of the most complicated that they have to use. So being able to just click that little question mark button, quick click the extension, see all tutorials related to Outreach, and watch that tutorial, and then complete the action and move on with their day has been super powerful. We've also leveraged the do it live mode in iRAD. So not only will it show them a tutorial, but when you enable the do it live mode, it actually shows them where on the screen to click, and the boxes move around so they can see exactly where the button is on the page that they're on. And that's been really powerful as well. Yeah. And. oh, actually, actually, sorry. K. One other thing I wanna say. I, this is kind of off the cuff. So but I think it's really valuable. I was at SCC summit last week, and we were talking a lot about digital adoption, methods and strategies. And something else that I think should be mentioned here is I am empowering IT teams and our operations teams to also leverage the libraries to answer questions because there becomes sometimes a back and forth between, is this an enablement issue? Is this an operations issue? Should tool support answer this? Should enablement answer this? Should operations answer this? And by enabling those people with those support teams with the tutorial libraries, we can alleviate a lot of those where someone thinks it's a technical issue, but, really, it's just they forgot a step or something. So just wanted to call that out that it's been really game changing in our relationship with our operations teams as well because they know the enablement has been done. They know where the tools are and are easy enough to leverage, and it's also helping them save time and and deflect tickets. Yeah. That's a really important call out. I I I'm glad you said something about that. We always talk about the sort of democratization of content creation or or this, enablement or learning practice. Right? Just because we own maybe the methodologies and the location of some of these things doesn't mean that those subject matter expertise that exist throughout the organization can't also be sharers of that information at scale. Right? And using the proper tools, using things that are gonna meet them at the surface where the work's gonna happen, lets them actually unlock that. There isn't just a third party involved for every single process we wanna roll out or the tool ownership or, again, is it a bug? Is it a process gap? That's a really important piece. So Amber, Yeah. heading over to you, yeah, on a on a competency side, tell us a little bit about how you think about this. I know orgs usually kinda measure things in a in a strange way. We readiness is kind of this ambiguous word. How do you guys think about that? Yeah. I this is one of my favorite topics. I think, you know, one of the things that enablement teams tend to focus on is engagement with the content they're creating. You know? Did the teams create the, complete the courses that they created? Are they looking at the pages and the content that they've curated for that, person? Are they attending the live sessions? And that's all super important. That's step one to even, you know, getting into the mind of the field. But what we really wanna know, obviously, at the end of the day is, did that influence outcomes? Did that really drive revenue? So thinking about, things like page and content views, one of the things is that if we're doing our job, theoretically, the idea is that people get accustomed to finding the content they needed on the page. And then, eventually, the page views go down, but the content views continue to be steady or better still even growing because they've now understood the context. They've gotten the lesson. They've taken the tutorial. They really understand the principles. All they need now is to share the content with their buyer or, you know, whatever it is that they're trying to communicate. So I think that's a really big indicator that, beyond views, we're seeing that what the meaning of those views are. We're seeing that maybe the page views dry down after the the page, has been released for a month or two, and then the content views continue to climb. Similarly, we can see that the reps are stopping, the repetitive we're not getting the same questions twice, three times. Right? We're not seeing those repetitive slacks. What is this? How does this work? Where do we do this? And I think the idea another, you know, going to the next step. The idea is that we absolutely want the reps to take the lessons, but we wanna know that their behavior has changed or that something they they learned in the lesson is being applied. And so there's some really cool things you can do with seismic reporting to see. And when you're connected to your CRM, you can see, okay. Well, this let this rep took that lesson, looked at that page, shared that content, and now I can see that the outcome is that the reps that did that made quota faster, made deal cycles move faster, made more quota, whatever it is, that we're looking for for outcomes. So we can really start to create that story that shows this was what enablement did. This is the behavior we saw in the field, and these are the results that it drove. So I really love that. Being able to prove that enablement is driving that competency, I think, is really, is a really powerful story. And it also helps enablement understand what didn't work so that they can adjust or pivot next time, which is powerful. Yeah. Well said. Understanding those leading and and lagging indicators for what's happening across that adoption curve too. Right? So things. are gonna look different the very moment something's launched in those pages and those initial teaser guides all the way through to, hey. I'm doing the work, and I'm referencing the same thing. We've even seen tutorials be almost like a, a surfacer of where they need improvement. Like, oh, actually, this process might be really complicated. That's why this tutorial is getting so many views because people get stuck. because the process is not great, you go. right? So. it's a great sort of spotlight and flashlight into some of those nitty gritties, but it's letting the learners actually drive it from workflows. So as we wrap up here on our last stage, we're gonna really talk about the reinforcement angle. Right? So this is a fully ramped and competent, knowledge worker. They're in their job. They're doing their thing. But there's always gonna be process change, system changes. There's going to be governance involved. There's gonna be additional things that are gonna happen. There may just be processes we don't do all the time, and we just wanna remember how to do them, and they fall out of memory when we're not doing them consistently. And so we really wanna make the answers findable. We want that content to stay current. Wanna make sure that it's timely, again, at the moment of need, really thinking about this from that, hey, I'm doing my job. I don't have time to go to an e learning. Right? That would be the worst type of content to get when you just need a quick answer, and vice versa. If I've never seen this content before, getting a quick in app guide would probably be kind of jarring. So it's about putting that right piece when they need it. So reinforcement, meeting them where they are, having that thing surface, having the ability for any new process and new, elements that come out to meet them at that same experience they got when they were doing their initial training and onboarding. So, Nikki, wrap us home here on your side, how you guys thought about this from kind of driving continuous reinforcement to how you're continuing to think about this. Yeah. So we all know adoption doesn't happen overnight. It takes a lot of repetition or reinforcement. That's kinda the name of the game. A big theme in this is reinforcement to break through the noise of a busy rep's schedule and influence behaviors and habits to change. It takes a lot. So the next layer in our digital adoption strategy to combat that forgetting curve has gone by a few names, but, originally, we called it the tool tip of the week. Now we call it our tool sprints because, we're obsessed with f one. We we sponsor an f one car, so everything is f one themed these days. So, our tool sprints, every week, we highlight a tool feature, how it benefits the rep, and then a tutorial on how to use the feature. We share these across Seismic news center posts, page updates, and then in Slack and email. So kinda to your point, when there's a process change or there's a feature that is maybe a little bit lesser known or lesser used, we're highlighting it here, to drive adoption and slowly drip increase the adoption across all of the things we want them to be doing. Again, if there's something that's a process change now, we it's as simple as just launching a tutorial in a new center post, and that's it. We don't have to do all these extra things because people are just in the habit of looking at the tutorials and then going about their day. So I think it's it's it pays off in the end to put in the work and and to keep reinforcing and keep repeating and keep like, I think a lot of times we get a tendency to think like, oh, they've asked me this question four times, so it must not be working, and that's not the reality. The reality is it takes more than four times. So just keep going. Keep, like, trust in the process. We tell them to trust the process all the time. We need to trust the process. We need to trust the the tools as well. So, yeah, the new center posts, the the tutorials across each launch. And then, I saw in the chat here, Christina, you said it goes beyond usage stats of a specific tool. And absolutely. But as you continue to add on those extra tutorials on those specific features, you can literally see the usage stats on those features go up in the tool. So it's also really changed the way that we work with, again, our, like, tooling and operations teams to say, this is the ROI we're getting from these tools. Because before, we just launched and, you know, they used the 10% of the tool that they knew how to use, and that was crucial. And then that was it, and we weren't really maximizing ROI on our tools. But now because we have this framework, because we have all these layers and reinforcement, and it's all kind of working together and working synergistically, we're getting a higher ROI. We're getting usage across features and across new releases. AI is, like, another big one. How are we using AI across our tech stack? Well, like, we can literally measure it. We can literally drive that specifically in this feature set using this framework. So I think that's really important. And then I think I think just, like, the very last thing I'll say is, this is a screenshot again of the in app tutorial. So it does get to the point where we're not sending them back to Seismic. We're not sending them they're they're just doing it in their workflow. We tell them to use the tools that are in their tool belt to be more successful. And I think as enablement, we have to practice what we preach and use the tools that we have in our tool belt, make sure that we understand the feature sets that we have available to us, and are leveraging that to be more effective at making our sellers more effective. Yeah. Well said. Just underscoring that point. You know, we talk a lot about this concept of, like, a GPS on the screen. Right? So as a knowledge worker navigates through their CRM, their engagement tools, their LinkedIn sales navigator, whatever the tech stack looks like, They have this similar experience where it's this turn by turn directions that they know is there as a safety net when they need it. And that's what you're seeing highlighted on the screen here, that followed library. They've already learned it all in Seismic and elearning, but they just need that quick refresher, the reinforcement, the new process, the new sets of tools, and again, all inside where they're working, not leaving the tab. And as simplistic as that sounds, it really, really does make a big difference. And, you know, it's evident by how much we all use GPSs in our day to day life anyway. Bringing us home here, Amber, from your perspective, what else would you add on from a a reinforcement standpoint if we think about a a good scaled enablement program? Yeah. I think kind of just picking up where we've just left off about how important it is to make sure that these things are available to the people when they need them. It's also important to make sure that we're keeping up with any updates and current, you know, changes to the current behaviors or processes. And, that's one of the nice things about Seismic is it does make it pretty easy to manage that single source of truth so that you you between Seismic and IRAD, you have that ability to do the update, make those changes to the single source of truth, and it trickles into the pages automatically or the lessons get updated and they'll be automate automatically, the latest and only the latest version becomes available to the field. And that really helps with that idea of ensuring that it's always current so that a rep doesn't log in. And and and this happens all the time. I'm I'm I was asking cloud for, how do I do this? How do I find that? What happens? And it gives me the instructions. I go to the tool, and I find that whatever link it told me to start at doesn't exist anymore. Right? And that that starts to erode the trust, and we really hate to do that when it's enablement, when we're already working so hard to get their trust and their attention and time. And so I love the idea that we can always, easily as you know, easily stay current because we do have to just make that update in one place. We don't have to go find it in 15 different places, make sure that everybody has the latest version. It's always right there. And then just building on that idea that it's right there wherever they are and when they need it. It really does give that peace of mind to the enablement side and keep that trust in good shape from the the field because we're always keeping it current, and we're able to say, you know, fairly easily, this is the latest and greatest you can trust this. You don't have come to enablement every single time because you've discovered already. You've built that trust that the information is always gonna be current. So it really does help the enablement team stay on top of things and also keep that trust in place. Yeah. Absolutely. Well said. So just wrapping back up here on that adoption curve. Right? From the first time there's drilling information out, Nikki walked you through how they placed this into e learnings, how we move that into sandbox and safe spaces, how we moved and graduated them to in app over the shoulder GPS like training through and where the work is happening, even to how we're gonna scale that at the end for meeting them for new processes and new tools that are coming out, rinse and repeating that cycle again. So, that's all the content we have today. We appreciate you guys carving out some time here. Lauren, I'll kick it over to you to to kinda wrap us up and hit into q and a. Yep. Thank you for that. We will stop sharing just so we can all come on screen and have more of a panel discussion. So I've got a couple of good questions that have come through that I think will take us to time. I'm just going in order the questions came through. We do have one from Christine I will share here. Are tracking analytics available in IRAD simulations either directly or embedded on a Seismic page? So Sean, maybe we can give an overview of, like, the analytics in general that we can get. Sure. Yeah. So on the tutorial side, yes, we do have the ability to look at on a tutorial by tutorial basis or also groups of tutorials as well, how that content's being interacted with. Things like, especially if we're rolling this out for end learners. So the Freshworks team did a great job of this with SSO where they actually had their learners log in to those tutorials. You could actually see that Mary Jones at this email address was at this tutorial for this amount of time, for going through this many stages or this many completions. So that's really helpful if you need to drill it down by the learner. Sounds like you were asking either directly or embedded on a Seismic page. So the simulations will tell you I'm sorry. The the analyst will tell you on the tutorial level how that's working. We do have a toggle that you can look at, whether it was viewed on, like, a live link or if it was viewed in the app inside the the extension itself versus an embedded page. So you can slice and dice them, to kinda see where that content's happening. Hopefully, that gives you some context. Awesome. Sorry. My screen went up. It's a bit sticky. It won't let me stop sharing. Another one we have from Kim is how does IRRAD integrate with the library? Integrate with the seismic library, I'm assuming. Hi. I'm listening. Yeah. So we have, actually if you click on the docs, section, and we'll share this afterwards, so IRED's a browser extension. When you as a creator have that, there's an IRED button that's gonna sit in there so you can author and create those tutorials right from Seismic. When you do, they're gonna drop in as an asset inside the library, your library. And so when they're searching happening, it should surface those tutorials. Those tutorials can be embedded in a page, embedded in a course, e learnings like Nikki and the team talked about, or they can be their own standalone URLs or or pages themselves. And, again, acting like an asset, so you can move those around, pull those in when you need them. But, yeah, just like you'd have a video or a PDF doc or anything like that, the tutorial just a different format of content. Then I'm gonna just quickly just to kind of, slice it up a bit. Nikki, I think this one will be for you. Can you talk more about the role that Slack just in time short form comms plays in your orgs, are all sellers on Slack where you're posting nudges and anyone, everyone can have a dialogue? Yeah. We use Slack a lot. Our Slack rep said that we were, like, one of the highest, like, in terms of volumes of Slack sent of all of their customers, even themselves. Like, because well, because half of our like, we are a very global company, and I know that a lot of people say that, but, genuinely, it's, like, half and half. We we were founded in India, so a good, you know, 50% of our company is in India, and then the other half is in Europe and North America. So we're constantly communicating across twelve hours of time difference, which means that Slack is absolutely crucial. So we do have key Slack channels where we post things. I think it's really important to be in your sales team's channels because sometimes people will tune out the we have a GTM all that is everything under the sun. Right? And people will tune that out. So, of course, I post in there, but then I also reshare that into the smaller team channels where I know that the reps are gonna be paying a little bit more attention. We always call out Slack channels on the pages themselves. So if we have a launch, usually, there's a specific hypercare channel. We'll call that out on the page, and then we'll also share a link to the page in pinned in the channel that sends them, in. Pin it in Slack, and it sends them back to the Seismic page. So it's really good, I think, cross communication or or cross directional referencing on both sides to make sure that people aren't missing any any important comms or dialogue. Awesome. That's the question. Then, we have one from Elizabeth. Are tutorials always from Seismic elearning or do you find creating videos specific to your tenant resonate better? I think there's yeah. Go ahead. Yeah. I can hit this one. So I will say, yes. Recording videos in our specific tenant will resonate better always. So whenever possible, we try, but it's not always possible to create. We don't always have the bandwidth to do a 100%. And what I've also found in focusing on tools is that sometimes the tools get updated so fast. The more you build yourself internally, the harder it is to keep them updated as they are releasing new features. So that is the nice thing about Iraad. It's really easy to update a tutorial. But when it comes to the elearning, if it's something major or if it's a combination of how tools work together, then that's kinda my rule of thumb is we'll build it ourselves. If it's something minor, or if it's a tool that has very frequent updates, a great example being Outreach or LinkedIn sales navigator or ZoomInfo, those are some where we leverage the university content, and then we also add the tutorials in our tenant as a layer on top of that. That's where, like, the elearning plus the library really comes in handy because then you kind of have the best of both worlds. We can keep up with the volume. We can keep up with the product updates because we're leveraging the university courses, but then we also have our tutorials in our tenant that people can can use if they get confused or if there's something specific to how we've customized our setup. Yeah. I was also just gonna mention, we have a number of public, libraries available too for common processes and a lot of tools like Sales Navigator, CRM tools, a few others as well. We also try to partner with those those tech stack orgs. Always feel free to reach out, where we could try to get them to get access to iRAD to document their processes, their off the shelf content for you as a customer. So, yeah, we always try to partner there. But, yeah. You're on mute there, Lauren. So I am sorry. What's your opinion in linking out to platform training certification so your process is relevant to the internal team, but you're linking to the platform source of truth, I. E. LinkedIn Navigator, Google Ads training, search? I think, Nikki, you guys do this. Right? So Yeah. I think this kinda ties into the last one as well. But maybe what I'll add is when it comes to tools building on top of each other or going together so, for example, we have a training which we call prospecting workflows, and that talks about how, like, LinkedIn sales navigator ZoomInfo, LinkedIn sales navigator, Outreach, the CRM, how all of those work together. So what we've done is we've created this internal pathway, and then we do still link out to if you've the other piece of this is I work in upmarket. We have some reps who are very experienced sellers. They've been in sales for decades. We have other reps who are brand new and maybe haven't had exposure. I don't wanna waste time on a rep who's been in sales for twenty years and has been using LinkedIn sales navigator for a long time. I don't wanna waste time requiring that they do a specific lesson. So that's why we'll have, again, we'll have the prospecting workflows. It'll say, this is how your tech stack layers together. This is the expected workflow in in Freshworks, but you can go to the LinkedIn sales navigator foundation course if this is your first time using the tool and you would like more in-depth training on that tool. You can go to the Outreach University course to do that full in-depth training. We're still at least giving them the the, I guess, fundamentals of how it works in in Freshworks, at a high level. So I hope that answers your question, but always happy to discuss more if you have strategy questions. I would I would add just two other, rules of thumb. So one, if it's a custom process to you, right, something that obviously while you may not have, like, unique UI, it might be the same instance for every customer, every person using that app, you're using it in a very specific way. Obviously, those custom ones, that's when it's gonna be most important to document your own content. Or as Nikki called out, if they're cross platform. Right? So if you're using something in this system then moving to another system and that process involves more than one tool, it's gonna be near impossible to try to get those all tied together with off the shelf content. Lauren, I think you're muted. Sorry. I keep meeting myself so I wasn't, like, going over, like, because the thing keeps changing. I keep forgetting. But, perfect. So that was Scott said perfect. Thank you for that. They have a very similar thing with their digital marketing teams and their skills that vary broadly. But, yeah, I think from here, we have a couple minutes left, but we have gone through all the q and a that, we have in our end so far. And checking chat, nothing has come through through there. So I'll give it another, like, five seconds. If you have a quick question that you've been looking to ask and you're still on the on the call, please do so. And then if not, I just wanted to thank, Sean, Nikki, and Amber for joining us today. I think this was an amazing session to get perspectives from different sides, right, and people in the movement space. And, Nikki, I think the story at Freshworks is is pretty inspiring in terms of, like, being able to do that across your whole tech stack and then continuing to do it and having other teams kinda knocking on your door being like, hey. This looks like it's working. It's awesome. Sean, you're always an amazing partner. I do recommend everyone to check out the docs section. Check out IRI tutorials. If you are interested, please reach out to your CSM, reach out to your account executive to learn more about how you can get the, extension. So you don't have to also you don't have to have learning. You can just have Seismic content. You can have both. You can just have learning. Ira Rad goes across all the platforms. So, yeah, thanks so much for your time today. Like I said, great session. I think we we got some really great, like, golden nuggets right out and and a clear framework for everyone to kinda walk away with. So you'll be getting the, email tomorrow with the recording. This session also becomes on demand. If there's anyone in your Teams that you want to send this to that you think will benefit from it, please do, and they can watch the session on demand. Then we'll be bringing everything back to community. We'll be doing a great community article write up around, the partnership and this, framework and the excellence that Freshworks has brought to the table as well. So, more content to come, more learnings to come. And again, thank you so much, for joining us today. Bye, everybody. Thanks, everyone. Thank you.