I believe the forgotten point through all these conversations to capture ROI on these tools is the capture the behavior change. Webex meetings and Webex Teams are tools like a hammer would be for a carpenter. We provide a new super hammer to our clients but if the behavior are not aligned to take the benefits it provides, the client will not capture the gains and ROI they expect. The ROI is only obtained through behavior change, and behavior change is sustainable when its outcome are measured, monitored and provided as feedback. For example : It is useless to expect ROI from better teamwork when you provide Webex Teams to group who do not operate as a team; where information is not shared, goals and people are in perpetual conflicts, there is no common goals, etc. By itself, the technology will not provide alignment, leadership, and results. When the behavior are aligned to take the maximum benefits from the technology, it becomes easy to measure results and evaluate ROI. ROI will usually be very high. As a Adoption and Change Management specialist for many years, I have documented a methodology to drive the behavior changes and deliver significant ROI to customers.
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