“ So what we have done is , we ' ve built out an adoption framework that really helps customers move through this process , especially for those that are fairly new to this . We use what we call our ADEAMS framework , that is broken down into six stages . 1 . Align : Making sure that whatever a customer does is aligned to the business objectives , is relevant to various levels of stakeholders within the organisation , and that the longer term vision has been agreed upon . This is absolutely critical .
2 . Define : Building out the roadmap across the technology , as well as looking at the processes and the people , establishing the metrics that matter , and what has to be done to address that , to engage and enable an experience management programme .
3 . Execute : Implementing the tools , implementing the platform , doing the integrations and setting up the programme for long term success .
4 . Adopt : Driving enablement , knowledge sharing , and articulating value through pointed communications . This is really about change management and the organisation itself . We could put the best technology in place tomorrow , but it doesn ' t necessarily mean the customer is going to get the value out of it .
5 . Measure : Understanding the results that are being obtained through tracking KPIs . Knowing what metrics matter to different stakeholders and leadership , all to build a strong ROI case while informing improvements to make sure they hit the KPIs and beat the baselines that they ' re looking for .
6 . Scale : Expanding usage and innovation for additional use cases . This is really important . Once a company gets up and running , they start driving that adoption
and a lot of times they will find internally a lot of teams clamouring to use more and more , and so they ' ll want to scale . So it ' s really about scaling the platform and scaling the use of the platform to drive incremental value .
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