Adoption is Still a Main Challenge: EC19 Recap
Enterprise Connect wrapped last Thursday, and finally, our feet are no longer sore! The event created an opportunity for IT leaders to learn about new products and services, listen to debates and discussions among all of the major players, and network with their peers. Spanning four jam-packed days, the conference covers all of the hot topics including the UCaaS landscape, team collaboration, AI, contact center, SD-WAN, customer engagement, and beyond.
Michael Affronti, our SVP of Product and Design, had the opportunity to join theCUBE live from the showfloor in Five9’s booth. Michael chatted with Lisa Martin and Stu Miniman about unified communications, driving adoption, frontline workers, and more. Take a look at the interview below.
Read on for more quick highlights from the Fuze team.
Adoption and the marketing of IT
One of the most prevalent topics at EC had to be adoption. No matter the technology, adoption by end users is critical in order for the solution to be viewed as truly successful.
Blair Pleasant of COMMfusion led a panel with IT leaders from BNC, Laureate, MedStar Health, and Northwestern Mutual. Each leader stressed that ensuring adoption isn’t a one-size-fits-all approach. Some of the best practices shared include:
Identifying and building champions
Surveying end users to figure out what they need and want in a communications tools
Understanding the critical use cases, channels, and devices in play
Creating additional training materials such as videos and short how to guides
Communicate that a change is coming via emails, town halls, meetings, etc.
Art Schoeller of Forrester Research also spent time on adoption in his talk on team collaboration. What won’t work? Taking the ‘field of dreams’ approach (if you build it, they will come) or simply choosing the best tool in the market. Instead, Art advised attendees to focus on identifying internal champions and the tribal fires within the organization to get people excited about using the technology. When asked about a good benchmark for adoption of team messaging tools, Art stated that 100% adoption is a true outlier. When pressed for a qualitative estimate, he shared that 80% would be great.
For more ideas on adoption, here are some tips to get your team on board with new tools and best practices on keeping employees engaged with new technology.
The underserved frontline workforce
Digital transformation has been influencing many organizations over the past several years. As IT leaders look to bring in new technologies to improve operational efficiencies, employee experience, and customer engagement, it is important to remember that the transformation should be available to every employee, not just executives and knowledge workers. There are over 2 billion frontline workers in the world, so the opportunity is massive. Typically the underserved employees are often on the frontlines--think retail workers, call center agents, manufacturing reps, and more. Frontline or firstline workers came up in a few sessions at EC, but our favorite had to be the case with Waste Management. If you missed it, Casey Abell was up on the keynote stage sharing WM’s experience with Fuze, connecting 15,000 drivers with softphone on Samsung tablets.
For more information on frontline workers, check out Michael Affronti’s article on Forbes, How to Create Digital Inclusivity for your Frontline Workers.
If you missed the event, Enterprise Connect shares the keynotes and general sessions via video here. Keep an eye out for the session titled Enterprise Summit: Planning for a Future of Constant Change to hear from Fuze customer Waste Management on the main stage.