Building your Webex adoption dream team

1. Building your Webex adoption dream team

2. Building your Webex adoption dream team Adoption projects are not just planned and set in motion, they require continual monitoring to keep them on track and focused on successful business outcomes.  Within this pack you will find guidance on how to select a cross-functional project team that can tackle the Five Pillars of Success. Adoption projects are not just planned and set in motion, they require continual attention and monitoring to keep them on track and focused on the business outcomes you’re aiming for. This means setting up a cross-functional project team that can tackle the Five Pillars of Success – it’s not all about IT. You also need expertise in communications, learning and development, leadership, and more. Good project governance isn’t easy, it takes discipline, but effective governance ensures projects deliver the value expected of them. Which ensures that customers will renew contracts and your accounts will grow. Contents include: • An example organizational chart • An explanation of governance and why it's important to get right • A typical team set up and their responsibilities • An example meeting agenda • Extra help and support links

3. This graphic shows a typical project governance structure for a Webex deployment Executive sponsor  Core team Project manager Comms lead Technical lead / Service owner Training lead CSM Extended team Line of business (LOB) reps HR rep  Legal rep Brand lead  Business analyst Champions and influencers Intranet rep

4. What is project governance and do we need it? Good project governance is your insurance policy for adoption success Adoption projects are not just planned and set in motion, they require continual attention and monitoring to keep them on track and focussed on the business outcomes you’re aiming for. This means setting up a cross-functional project team that can tackle the Five Pillars of Success. It’s not all about IT, you also need expertise in communications, learning and development, leadership, and more. Team size will vary depending on your company size and scope of the Webex deployment, but all core roles need to be covered, even if not full time. Regular meetings are essential to keep everyone on track and working towards the same goals.

5. Typical roles and responsibilities  Here are the essential members of the core team Your core team • Executive sponsorWin support, buy-in, and strategic direction from the top of the organization. They will articulate why Webex is important to the organization. • Communications leadPlan and execute a multichannel communication strategy to create “buzz” and drive engagement. Sell the value proposition and promote use cases. • Technical lead / Service ownerCreate employee accounts and integrate with identity provider/SSO (if applicable). Make sure the service works first and every time. Simplify processes with bots and integrations. • Training leadGather / create self-service learning like quick start and how-to guides. Provide coaching, training, and encouragement to employees. • Project managerResponsible for the end-to-end project change management. Coordinates all other resources during implementation. Supporting your core team Cisco customer success manager (CSM). Your Cisco adoption specialist who will guide you to success and connect you with the experts and content you need to make progress.

6. Several other roles can support the core team. For smaller scale Webex deployments, the core team can often manage on their own, but larger deployments are likely to require additional expertise. The team Extended team • Line of business (LOB) reps Advise on the high value use cases to lead with. Knows who needs Webex the most and which workflows it can improve. (Like sales, marketing, engineering, etc.) • HR repAdvise on a wide range of policy issues, from working from home to country-specific regulation, and employment law. • Legal representativeAdvise on corporate requirements, legal copy, and other compliance matters. • Brand leadAdvise on customization and branding of content and communication materials. • Business analystComplex analysis and reporting on adoption and business impact. • Intranet leadAdvise on how self-learning content and commscan be published and maintained. • Champions and influencersSpread best practice and help other employees adopt Webex. Be the eyes and ears of the project team and provide valuable feedback.

7. An example meeting agenda Here is a typical kick off meeting agenda Your Kick off meeting is the perfect place to start putting together your dream team and assigning tasks and responsibilities to your project team. We have written some handy guidance on this which you can find here. Welcome and introductionsWho’s working on the project and what’s their role? Review business drivers / business caseThis could be a deep review of the reasons for choosing Webex and what the goal is for the business or an opportunity to recap, reinforce and reignite those business drivers.   How does Webex fit into the companies broader digital strategy?Are there other concurrent projects or business / organisational changes that may have impact on the strategy.   Pillar 1: LeadershipHave all the key stakeholders been identified and included? How involved will each person be – a quick RACI (Responsible, Accountable, Consulted, Informed) matrix is always a good idea here.  Pillar 2: Technical ReadinessReview current position, highlighting any challenges or concerns, timelines and milestones.  Pillar 3: Use CasesIdentify priority use cases – time allowing, a use case workshop can be a great addition. At a minimum, discuss some of the line of business use cases from the Webex playbooks.  Pillar 4: Communication PlanningReview existing communication plans or Start to identify communication channels, opportunities and mechanisms in preparation for creating a communications plan.  Pillar 5: ChampionsIs there an established network of advocates for the Webex deployment? People who have volunteered to help others get started? Discuss how to identify, select and support champions?  Success indicators and measurement targetsWhat are the key metrics or success factors? And how will we measure them? Do we have the right reporting or feedback capture mechanisms?  Next steps:Agree follow up actions and ownersSchedule regular follow meetings or check-ins

8. Additional resources We have created several other resources to help you on your way to Webex success Use Cases​ Champions Leadership​​ Technical Readiness Communications​ Business drivers Guidance and worksheet for identifying your underlying business drivers for choosing Webex and focusing all of your efforts on achieving them. The 5 pillars of success The Pillars will guide you through everything from launch and implementation plans to ongoing management, communications and stakeholder engagement. They’ll also equip you with the right structure and considerations to manage your own implementation or adoption drive.  Measurements and targets So you’ve defined your business drivers and planned for high adoption using the pillars of success. But how will you know how well things are going once you’ve put the plan into action? Before you roll out the services, you must also set some targets and measures for success. This will help you make tactical changes when adoption is lower than expected, and also demonstrate return on investment (ROI).