What is the most important aspect of the adoption methodology?

[mollydubow]

In the Webex adoption methodology we have business drivers, the five pillars of success (leadership; technical readiness; use cases; communications; champions), and the measurement components. When you are driving change in your organization - which one is your powerhouse MUST have to ensure success?

What resources do you use?

Don't be shy on details! Tell us the story of how you were successful.

[a.dekerckhove]

From a previous experience with a customer, the first pillar of success (leadership) is one of the most important one. Indeed at this customer, everybody was convinced to move to Webex. Everybody really? Unfortunately except the executive managers. The whole initiative was fatally flawed because there was no sponsorship and we were going nowhere. The reason behind was that the manager was convinced there was only one way to be productive in any project: to get everybody in the same building/room.

Fortunately for that project, lockdown due to COVID-19 came and we manage to convince the managers to sponsor the project and move very quickly to a full Webex implementation. This allowed them to continue business as usual very quickly with a very limited impact.

[BiaMeslin]

First thing is to know what are the customer's needs and expectations. Then try to find other benefits that they do not know about but will have in their hands when adopting to the product.

With that, I can show them what features and how to use that features to achieve their needs and much more.

[Antonio Oliveira]

Leadership needs to be onboard 100% and communication needs to be abundant to ensure getting to the most users possible.

[jkater]

Leadership without question.  Without the leadership and executive sponsorship, there is no buy-in and therefore no success.

[spatterson]

I am still very new to the adoption and mainly doing the research now to become excellent at driving adoption. 

With my research I feel Use Cases and Creating excitement are going to be 2 great ways of driving adoption for WebEx. 

Use Cases give amazing examples and show others how it has been used and really stimulates the thought process on how it can work for them.  Creating excitement is also a great way, if you are excited about it then others will be as well as long as it is relatable excitement.

[Matt Waechter]

When I'm assigned the task of setting up Webex boards or collaboration bars for a client one of my first steps is to setup a Webex space with myself and the client agent I'm working with. In this space we hold all conversations, meeting and timelines. This makes it simple to refer back in the conversation and continue close relationships with the clients. 

[dpetrick]

Leadership buy in and reputable champions are huge factors. I have found that even if you are technically ready with a smooth transition, have great communication and cases, it is all for naught if leadership has not bought in on the product or you don't have champions to show the benefits of the change. People can be resistant to change and having leadership that doesn't see the value will make it an uphill battle for the entire adoption process. 

[susan.adams]

Magnificent Champions is my must have. Spending time to really understanding pain points and their needs allow me to create powerful use cases to share. Great use cases can resonate with individuals and with the right communication, the enthusiasm and positive change can become contagious amongst peers and colleagues.

[cptmellow]

For us specific use cases and new features need to be called out. We also need to do a proper QA/QC of the releases to make sure that all the new features are tested before being released to our general user population.

[merih]

For me the champions would be the most important pillar of success. Without them, a top-to-bottom adoption is hard to stick. The word of mouth is often a very powerful tool thats over-forgotten and the champions would often lead by example with their eagerness and positive attitudes.

[Kristian.S]

Hi, we have approached it a little differently, we started with the "new" webex due to Covid, so that has been what has driven us and got users started, even though most are not happy with new workflows.

But now everyone who has played with it is really happy.

[dodydiaa_2012]

that's great information 

[dhanley]

Use cases generally drive any need for changes, and specifically with Webex and pandemic provided a specific use case to change how business units conduct business, how they meet, how they train, how they communicate, and how to evolve this new environment.

We have found Webex has moved our model to one more centric to collaboration tools. Nearly all meetings are virtual as is our training for new hires.

Communication has moved from mostly email and phone calls, to mostly webex messaging and meetings. HR areas and communication department are looking for even better ways to communicate through new public announcement spaces for general announcements, regional communications, etc.  We are exploring how we can manage the view; manage the idea of the new environment and how to keep track of communication - Much like we did with email to ensure work had been completed.

As Cisco develops these areas, our adoption increases.

[Andrea E.]

It is important to talk with people, not about people. Do not base your adoption initiatives on assumptions.

Assemble a diverse team of people and walk a mile in their shoes. Conduct interviews or job shadowings, so you truly understand the impediments and requirements of their daily job.

[llocash]

Use cases are the most helpful to me.  You can learn from previous experience to build better going forward.

[marpena2@cisco.com]

I find leveraging Control Hub provides as an invaluable resource in its ability to exam what is and is not enabled. After discovering where customer is lacking in utilization and adoption, present use cases to encourage buy-in ultimately resulting in adoption.

[xpena]

Hi @mollydubow,

I also like to leverage TAC use case reports and depending the adoption I like to use the RACI model/matrix. I also believe it's important to have a technical deep dive with your customers; understanding the customers past, present, and future they would like to move towards.

[CarolynSheaRand]

The powerhouse piece of adoption that I utilize to ensure success is building a team. My dream team includes an executive sponsor, project manager, engineer, training/adoption specialist, communications/marketing/ branding specialist, and business line representatives. Without a team and strong key players, the project will not be successful.

[SwathyEdayath]

Great post. Totally agree with you.

[Leanne MacLeod]

@mollydubow This is a great and helpful post for adopting webex

[Roray Stewart]

For me the five pillars of success are all key in delivering a successful adoption however to really drive it with the end users there needs to be; good examples of use cases relevant to your own organisations’ needs and a well thought out and implemented communications plan. I also personally found running regular drop in demo and Q&A sessions very useful, helped me to better gauge where the main challenges were for users in getting up to speed with the product and tools.