L&D Disrupt

We’re shaking things up in this episode as we’re joined by HowNow’s very own Head of Customer Success, Lulu Dermeche. Lulu has tons experience helping customers to implement L&D, and today we’re making the most of her expertise to help you successfully launch your L&D strategy! Running Order: 00:00 Intro 02:13 Are you communicating the ‘why’? (1) 04:46 Thinking like a marketer! (2) 06:40 Involve your stakeholders at the right time (3) 08:56 Examples of great marketing 11:12 Finding your L&D champions (4) 15:25 Focus in on the problems you want to solve (5) 20:58 Get employees creating content (6) 22:52 Everybody is knowledgable! How to connect: Find Lulu on: LinkedIn: https://www.linkedin.com/in/luciledermeche/ Find Nelson on: LinkedIn: https://www.linkedin.com/in/nelsonsivalingam/ Twitter: https://twitter.com/ThatNelsonDude Find HowNow on: LinkedIn: https://www.linkedin.com/company/hownowhq/ Twitter: https://twitter.com/hownowteam Instagram: https://www.instagram.com/hownowhq/ Our Website: https://gethownow.com/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/gethownow/message

A phrase you will often hear getting thrown around in the L&D space is ‘putting the learner first’, but you might wonder how many people proactively design a strategy to meet employees’ needs, rather than just the needs of the business… In this episode we’re joined by someone who is super passionate about designing experiences that are intentionally built with the learner in mind. Sarah Stevenson, Vice President, Learning and Employee Experience at Schlesinger Group, is on the show to chat about how Design Thinking has impacted her work for the better, and how you can use the principles to create some real change! Running order: 04:11 ADDIE vs. SAM 07:10 Applying Design Thinking to L&D 15:54 Getting to the MVP 20:26 Using feedback to improve your offering 24:05 Does L&D have a ‘data problem’? 26:43 You get what you measure! 27:50 Design Thinking - where do I start? 29:58 Quickfire round How to connect Find Sarah on: https://www.linkedin.com/in/sarahkstevenson/ Find Nelson on: LinkedIn: https://www.linkedin.com/in/nelsonsivalingam/ Twitter: https://twitter.com/ThatNelsonDude Find HowNow on: LinkedIn: https://www.linkedin.com/company/hownowhq/ Twitter: https://twitter.com/hownowteam Instagram: https://www.instagram.com/hownowhq/ Our Website: https://gethownow.com/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/gethownow/message

L&D and HR - a match made in heaven, or a marriage of inconvenience? Whatever opinion you hold, there’s no escaping the fact that at some point in your L&D journey you will most likely work with, or sit within, a HR function. In this episode we’re joined by Lauren Cunningham - ​​L&D Manager at Bumble - to help us navigate this partnership and work through the hurdles that can hinder your harmonious efforts! Running Order:  00:00 Intro 05:19 Building relationships to avoid silos 08:34 Changing your approach once you move into a function 11:07 Testing and iterating to achieve results 14:02 Budget implications of moving into a function 16:06 Myth-busting perceptions around L&D! 18:20 Figuring out where to start as the first L&D hire 20:08 Where you should position L&D in your organisation 20:55 Quickfire round How to connect Find Lauren on: LinkedIn: https://www.linkedin.com/in/laurenleacunningham/ Find Nelson on: LinkedIn: https://www.linkedin.com/in/nelsonsivalingam/ Twitter: https://twitter.com/ThatNelsonDude Find HowNow on: LinkedIn: https://www.linkedin.com/company/hownowhq/ Twitter: https://twitter.com/hownowteam Instagram: https://www.instagram.com/hownowhq/ Our Website: https://gethownow.com/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/gethownow/message

There’s no doubt about it - 2022 is already shaping up to be a huge year for L&D. While the pandemic kickstarted widespread WFH back in 2020, most organisations have now adopted this hybrid set up for the long-term. And what does this mean for learning and development? Our expert panel will help you ride the waves of L&D challenges, so you'll sail smoothly and confidently through 2022 and make it your best year yet. Running order:  00:00 Intro 06:30 Pull learning isn’t the death of push learning! 11:02 Is it time to add TikTok to your tech stack? Building a ‘best of breed’ learning ecosystem 15:21 Social learning has been around forever - but we need to spot and nurture those interactions 18:59 Leveraging storytelling in a digital world to create engaging learning experiences 24:00 If you have the will, you’ll find the skill! 27:13 Things to consider when reviewing your tech stack 35:13 How to approach resistance to change 38:52 Applying influencer marketing to your organisation 45:16 Focussing on the small actions and moments that make up a culture 49:02 The hats L&D need to start wearing 50:46 Adopting a start up mentality 56:34 One thing you can do THIS MONTH to make a difference How to connect Find Lavinia on: LinkedIn: https://www.linkedin.com/in/laviniamehedintu/ Offbeat: https://offbeat.works/ Find Ross on: LinkedIn: https://www.linkedin.com/in/rstevensonuk/ Steal These Thoughts: https://stealthesethoughts.com/ Find Nelson on: LinkedIn: https://www.linkedin.com/in/nelsonsivalingam/ Twitter: https://twitter.com/ThatNelsonDude Find HowNow on: LinkedIn: https://www.linkedin.com/company/hownowhq/ Twitter: https://twitter.com/hownowteam Instagram: https://www.instagram.com/hownowhq/ Our Website: https://gethownow.com/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/gethownow/message

Picture this - you’ve spent weeks crafting an unforgettable learning experience, finally engaging employees in an exciting way and making a real difference to the L&D strategy within your company. The day arrives. You launch it, you wait, you wait some more… and nothing happens. You were sure this would be a massive success - and maybe it WOULD be - if anyone actually knew about it! In this episode we’re joined by Hannah Waddams, Marketing Director at MAAS Marketing, to learn how and why L&D should use marketing to create that necessary awareness. Running order:  01:37 Have you got a marketing problem? 03:48 How you can start flexing your marketing muscle 05:44 Uncovering the identities of your ‘learners’ 07:17 Defining your learning brand 10:20 Personalising your comms with learning personas 13:11 Channels you can leverage to reach employees 18:10 Influencer marketing for L&D 22:15 Successful tactics you can try 24:52 How you should measure impact 27:47 The Marketing for Learning podcast 28:31 Quickfire Round  How to connect Find Hannah on: LinkedIn: https://www.linkedin.com/in/hannahwaddams/ Marketing For Learning: https://open.spotify.com/show/6WuDqzOExdEP7ugRgMCsJ7?si=089480ede6d44d24  Find Nelson on: LinkedIn: https://www.linkedin.com/in/nelsonsivalingam/ Twitter: https://twitter.com/ThatNelsonDude Find HowNow on: LinkedIn: https://www.linkedin.com/company/hownowhq/ Twitter: https://twitter.com/hownowteam Instagram: https://www.instagram.com/hownowhq/ Our Website: https://gethownow.com/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/gethownow/message

​A whopping 75% of people quit their jobs to get away from their manager! So while we might have the best intentions, your management style could be driving people to pastures green.   ​Surely not, you gasp! Well, here's the thing, most people just aren't aware that their actions are negatively affecting their colleagues.   ​ There’s a gap between someone's intentions vs. the impact they’re having, and the only way to bridge it is by actively working on your self-awareness in the workplace. So, are you ready to join Ally Jones for a good old session of introspection? Running order: 03:35 What is the ‘awareness-gap’? 08:17 How to create an environment where people can share feedback 13:31 Tools to work on your own self-awareness 17:21 Helping first time managers to develop leadership skills 21:22 Defining the levels of listening 23:51 What can L&D do to close the gap? 32:44 Focussing on what you can impact 35:07 Advice for newly promoted leaders 45:18 Working on developing ‘soft’ skills How to connect:  Find Ally on: https://www.linkedin.com/in/alisonjonescoach/ Find Nelson on: LinkedIn: https://www.linkedin.com/in/nelsonsivalingam/ Twitter: https://twitter.com/ThatNelsonDude Find HowNow on: LinkedIn: https://www.linkedin.com/company/hownowhq/ Twitter: https://twitter.com/hownowteam Instagram: https://www.instagram.com/hownowhq/ Our Website: https://gethownow.com/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/gethownow/message

L&D in the hybrid world of work has its challenges, but also lots of opportunities. In this episode we’re joined by Jeni Brown, Chief People Officer at Teamwork, the team collaboration software used by over 350,000 organisations. Listen in as we discuss how L&D can create a digital-first learning culture that really helps people to grow in this new world of work. Running order:  0:00 Intro 01:19 Pivoting to hybrid working 03:20 Digital first onboarding 05:53 Communicating culture remotely 07:49 The need for content creation 12:14 Measuring performance 14:55 Outcomes over output 16:55 The evolution of collaborative learning 19:31 Ensuring successful buy-in 24:07 Quickfire round How to connect Find Jeni on: https://www.linkedin.com/in/jeni-brown-6953037/ Find Nelson on: LinkedIn: https://www.linkedin.com/in/nelsonsivalingam/ Twitter: https://twitter.com/ThatNelsonDude Find HowNow on: LinkedIn: https://www.linkedin.com/company/hownowhq/ Twitter: https://twitter.com/hownowteam Instagram: https://www.instagram.com/hownowhq/ Our Website: https://gethownow.com/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/gethownow/message

​Congratulations, you've just bagged your new exciting job in L&D! Like every role, you want to hit the ground running, to make things happen as fast as possible and prove your worth.​But is sprinting off from the L&D starting line the right approach? Or should you be more measured and thoughtful in your first 90 days?   Join Alex Anderson and Artheka Sivaharan in this live episode as they answer things like:  ​ How long should you spend ‘figuring things out’ before you start developing solutions? What’s the best way to facilitate meaningful conversations with your colleagues to get as much insight as possible? How you can challenge the stakeholder misconception and common narrative that you're there to provide exactly what they ask for? Running Order  00:33 Intro 05:10 Overcoming the challenges of joining a company remotely 06:56 Getting the most out of initial conversations 07:56 Figuring out where to focus your time and energy 11:12 Communicating the position of L&D to the rest of the business 13:58 Managing stakeholder relationships 16:51 Agreeing on realistic expectations 19:04 When should you start implementing strategies? 22:18 Transitioning into a startup 23:29 Keeping employees at heart of L&D 26:40 How do you define success? 30:16 Deciding which data to collect 33:00 Structured vs. open learning pathways 38:38 Getting stakeholders to create content 43:23 Enhancing the DEI culture 48:50 Would you do anything differently? How to connect Find Artheka on: https://www.linkedin.com/in/artheka-sivaharan-assoc-cipd-38852714b/ Find Alex on: https://www.linkedin.com/in/alexandersonuj/ Find Nelson on: LinkedIn: https://www.linkedin.com/in/nelsonsivalingam/ Twitter: https://twitter.com/ThatNelsonDude Find HowNow on: LinkedIn: https://www.linkedin.com/company/hownowhq/ Twitter: https://twitter.com/hownowteam Instagram: https://www.instagram.com/hownowhq/ Our Website: https://gethownow.com/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/gethownow/message

How can you make employee mental health a priority in fast-paced startups? That's the topic we tackled in the very first edition of L&D Disrupt Live! James Routledge, Lauren Cunningham and Will Beaton joined us to answer questions like: Why should startups make mental health a priority? Can you spot when efforts are just performative? Which metrics should we be looking at? What action can you take this week to really make a difference? Running Order 04:50 Why should startups make mental health a priority? 07:25 Why it’s taken so long for mental health to get on the agenda 08:41 Can you spot when efforts are just performative? 13:19 Bringing a wellbeing team into the business 15:00 How to position a business case for wellbeing initiatives 19:43 Rolling out new measures in a hybrid setting 21:49 Empowering leaders to drive mental wellbeing across teams 23:45 Keeping volunteers engaged and inspired 26:23 The importance of making people feel heard 28:15 Which metrics should we be looking at? 31:27 What to do when you feel like a cultural misfit 37:38 Creating a strategy in a startup vs larger corporate company 40:45 How can you prevent burnout in startups? 46:18 Taking control of your own wellbeing 47:43 Is there a clash between growing revenue and a people-first culture? 53:13 What’s one thing you can do this week to move the needle? How to connect: Find James on: https://www.linkedin.com/in/jdroutledge1/ Find Lauren on: https://www.linkedin.com/in/laurenleacunningham/ Find Will on: https://www.linkedin.com/in/will-beaton-24228b106/ Find Nelson on: https://www.linkedin.com/in/nelsonsivalingam/  Find HowNow on: https://www.linkedin.com/company/hownowhq/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/gethownow/message

You’re the first ever L&D hire in a startup and you have a complete blank slate to work with - but where on earth do you start? Artheka Sivaharan, Learning and Development Lead at MyTutor, was in this exact position just a few months ago. Listen to the episode to hear exactly how Artheka handled the situation as she shares her best tips for growing L&D from the ground up. Running order: 01:15 How do you know when you should bring in an L&D person? 02:18 Where do you start when you have a blank slate? 03:51 Directing people away from self-prescribing 06:33 Positioning the value of L&D 08:15 Choosing which problems to tackle first 09:58 Using data to build business cases 11:10 Creating a business case proposal 16:22 The benefits of working in sprints 18:48 Getting tangible results 21:30 Supporting your first L&D hire 23:33 Quickfire round How to connect Find Artheka on: LinkedIn: https://www.linkedin.com/in/artheka-sivaharan-assoc-cipd-38852714b/ Find Nelson on: LinkedIn: https://www.linkedin.com/in/nelsonsivalingam/ Twitter: https://twitter.com/ThatNelsonDude Find HowNow on: LinkedIn: https://www.linkedin.com/company/hownowhq/ Twitter: https://twitter.com/hownowteam Instagram: https://www.instagram.com/hownowhq/ Our Website: https://gethownow.com/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/gethownow/message

In this episode of L&D Disrupt we’re joined by Sara Frasi, Senior People Partner L&D at Native Instruments. Throughout this conversation we explore a really important and exciting part of L&D; supporting employees to become autonomous learners. Stay tuned to hear Sara and I delve into topics from learning budgets and time blocking right through to empowering employees to own their development.  Running order: 01:23 The importance of a bottom up approach 03:14 Changing mindsets within an organisation 05:00 Getting employees to look at L&D in a different way 06:31 A good manager conversation blueprint 07:43 How can we get managers more involved? 09:58 Empowering employees to own their development 11:42 Choosing learning budgets 14:41 Defining and measuring ROI 17:58 Creating a culture of learning 21:06 Curating content 23:00 Time blocking: does it work? 25:30 Quickfire round How to connect Find Sara on: LinkedIn: https://www.linkedin.com/in/sarafrasi/ Find Nelson on: LinkedIn: https://www.linkedin.com/in/nelsonsivalingam/ Twitter: https://twitter.com/ThatNelsonDude Find HowNow on: LinkedIn: https://www.linkedin.com/company/hownowhq/ Twitter: https://twitter.com/hownowteam Instagram: https://www.instagram.com/hownowhq/ Our Website: https://gethownow.com/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/gethownow/message

Deb Gallo, Learning & Development Director at SentinelOne, joins us this week to discuss the highlights and challenges of scaling L&D in a high growth organisation. Deb shares fantastic advice on a wide range of topics, from managing the changing requirements of a fast-growing business to bringing a company culture to life. The episode is packed with expert insight that you certainly don’t want to miss, so sit back and enjoy! Running Order: 01:18 When should you make your first L&D hire? 03:29 The pros and cons of implementing L&D in different sized businesses 06:24 How do you work out what the business needs? 07:34 Pre-empting the changing requirements of a fast-growing business 09:15 Minimum Viable Product mindset 11:58 Walking the walk in L&D 12:54 How do you know if your solution is working? 15:12 Delivering learning in a hybrid setting 21:10 When does it make sense to create rather than curate content? 22:55 L&D’s role in scaling culture 26:32 Quickfire round How to connect Find Deb on: LinkedIn: https://www.linkedin.com/in/deboragallo/ Find Nelson on: LinkedIn: https://www.linkedin.com/in/nelsonsivalingam/ Twitter: https://twitter.com/ThatNelsonDude Find HowNow on: LinkedIn: https://www.linkedin.com/company/hownowhq/ Twitter: https://twitter.com/hownowteam Instagram: https://www.instagram.com/hownowhq/ Our Website: https://gethownow.com/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/gethownow/message

In this week's episode we speak with Doug Ellin - People Partner L&D at GoHenry. Doug is incredibly passionate about serving the internal customer, and shares his experiences of using this insight to carve out successful, tailored L&D solutions. Throughout the conversation we cover everything from getting to know your internal customer to tracking whether your interventions are successful or not. This conversation is a wonderful testament to the fact that L&D should always be about people before anything else and we can’t wait for you to listen! Running order 01:13 How do you get to know your internal customer? 04:46 Using this knowledge to help you deliver better L&D 06:00 The steps you need to take before developing the L&D strategy 09:38 Identifying the influencers within a business 12:43 Striking the balance between addressing people’s training requests but giving the business what it actually needs 17:15 Working out what to include in an L&D solution to make it successful 20:26 Ways to track if your interventions are working 24:07 Quickfire round How to connect Find Doug on:  LinkedIn: https://www.linkedin.com/in/doug-ellin/ Find Nelson on: LinkedIn: https://www.linkedin.com/in/nelsonsivalingam/ Twitter: https://twitter.com/ThatNelsonDude Find HowNow on: LinkedIn: https://www.linkedin.com/company/hownowhq/ Twitter: https://twitter.com/hownowteam Instagram: https://www.instagram.com/hownowhq/ Our Website: https://gethownow.com/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/gethownow/message

Lavinia Mehedințu, Learning & Development Content Curator at Offbeat, is our podcast guest this week. There’s no doubt about it, Lavinia has a genuine passion for learning, and her enthusiasm in this episode is bound to rub off on you. This episode will help you level up the knowledge sharing within your organisation, and features some great advice on how to make your curated content more relevant than ever before. Enjoy! Running Order: 01:58 Why content curation - how did it all begin? 04:11 Using analytics to shape content curation 06:23 What L&D can learn from other fields 07:40 Putting the focus on our user’s needs 10:19 The unrealistic expectations faced by L&D teams 12:31 Building an L&D community 14:09 Fostering a collaborative environment 16:55 Lavinia’s 3 personal learnings from building an L&D community 18:34 How L&D can use behavioral science to influence work 21:39 The future of Offbeat 22:25 Quickfire round How to connect Find Lavinia on: LinkedIn: https://www.linkedin.com/in/laviniamehedintu/ Offbeat Website: https://offbeat.works/ Find Nelson on: LinkedIn: https://www.linkedin.com/in/nelsonsivalingam/ Twitter: https://twitter.com/ThatNelsonDude Find HowNow on: LinkedIn: https://www.linkedin.com/company/hownowhq/ Twitter: https://twitter.com/hownowteam Instagram: https://www.instagram.com/hownowhq/ Our Website: https://gethownow.com/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/gethownow/message

Creating a progressive company culture is a challenge in itself, but once you’ve nailed this, how do you then effectively scale it within a high-paced organisation that is growing rapidly? Luckily, we have Tina Phillips joining us on this episode to offer some insight. Tina has a truly impressive wealth of experience to share - from training hiring managers to acknowledge their unconscious bias, to creating a culture where everyone feels safe enough to give and receive feedback - if company culture is your thing, this one’s for you.  Running order: 0:00 Introduction to this week’s episode 1:57 Unique challenges around scaling cultures in high-growth organisations 4:09 The benefits of hiring slow 6:54 Training interviewers to be aware of unconscious biases 12:43 How do you change people's mindset around bias and bring them on that journey with you? 15:36 Successfully communicating the company culture 19:34 The leaders in a business aren’t acting in line with the company culture - what now? 24:46 Creating a culture where everyone feels safe enough to give and receive feedback 29:18 Quickfire round How to connect Find Tina on: LinkedIn: https://www.linkedin.com/in/tinateeto/ Find Nelson on: LinkedIn: https://www.linkedin.com/in/nelsonsivalingam/ Twitter: https://twitter.com/ThatNelsonDude Find HowNow on: LinkedIn: https://www.linkedin.com/company/hownowhq/ Twitter: https://twitter.com/hownowteam Instagram: https://www.instagram.com/hownowhq/ Our Website: https://gethownow.com/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/gethownow/message

Agile L&D, you’ve probably heard of it, but what the hell does it actually mean? In this episode Patrick Mullarkey, Learning and Development Lead at Snyk, shares his first hand experiences of implementing Agile learning, explains why it’s worth doing and how to manage the change in your organisation, as well as how exactly to measure the impact of Agile L&D on your business. Patrick explains to us how Agile L&D can encourage companies to waste less time on unsuccessful projects by speeding up the ‘failing fast’ process, and how important it is to engage with stakeholders using the right language in order to gain the trust necessary to start working in this way. Whether you have no experience of implementing Agile L&D or you consider yourself an expert - listen in as we demystify the buzzword of the moment and bring some real meaning to Agile L&D. Running Order 1:39: What the hell is Agile L&D? 4:32: Why we look to Agile L&D in the first place 8:40: What do you gain from moving to a more Agile way of working? 11:00: Failing fast 12:06: Using the right language to get stakeholders on board 17:53: I want to go Agile - where do I start? 21:35: How to measure if it’s working 25:36: Quickfire round How to connect Find Patrick on: LinkedIn: https://www.linkedin.com/in/mullarkeypj/ Find Nelson on: LinkedIn: https://www.linkedin.com/in/nelsonsivalingam/ Twitter: https://twitter.com/ThatNelsonDude Find HowNow on: LinkedIn: https://www.linkedin.com/company/hownowhq/ Twitter: https://twitter.com/hownowteam Instagram: https://www.instagram.com/hownowhq/ Our Website: https://gethownow.com/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/gethownow/message

All good things must come to an end. And sadly, that’s true for Series One of 99 Problems But Work Ain’t One. But we couldn’t just let it fizzle out! So we’ve compiled our favourite nuggets of knowledge from every episode. Get ready for some brilliant insights into the worlds of L&D, HR, People Development, Talent Management and forward-thinking workplaces. Thank you to anyone who’s tuned in and supported the show so far and to our 13 amazing guests who’ve joined us for some really insightful and fascinating conversations. We’ll be back for a second series soon - so make sure you’re subscribed wherever you’re listening. Each clip is timestamped below with a note of the guest and episode number, so if you want to head over to any of the conversations you missed, you can! Running order: 0:00 > Introduction to the episode. 0:51 > Paul Matthews, Episode 1: L&D’s credibility. 4:14 > Emma Leonis, Episode 2: HR's changing structure and skillset. 7:43 > Ross Stevenson, Episode 3 Who should L&D be working with? 10:56 > Kevin and Laure of Livestorm, Episode 4: Shifting to asynchronous learning. 14:08 > Esther O'Callaghan, Episode 5: Increasing entry-level talent and diversity. 16:23 > Toby Newman, Episode 6: Should you add colleagues on social media? 18:38 > Tushar Agarwal, Episode 7: The case for shared physical workspaces. 23:09 > Valerie Mann, Episode 8: Codifying and scaling culture in the workplace. 27:14 > Bob Mosher, Episode 9: Basing learning around when it's applied. 30:42 > Kevin M. Yates, Episode 10: What should L&D be measuring? 33:56 > Pam Hamilton, Episode 11: How companies can prepare for asynchronous work. 37:22> Jacquie Gay, Episode 12: How OKRs have changed behaviour and what's measured at TomTom. 40:55 > Angela Guedes, Episode 13: The optimal onboarding journey for new starters. 45:00 > Outro to the episode. Where you can find these episodes: Watch every episode on YouTube: https://www.youtube.com/playlist?list=PLNtHJIUeVUyIybZBlnsgUW3ypL4dLQhKh Listen to every episode on Spotify: https://open.spotify.com/show/70k8Cfn70DcPD0CEBA1ySs Listen to every episode on Apple Podcasts: https://podcasts.apple.com/us/podcast/99-problems-but-work-aint-one/id1572432505 Read shownotes for every episode: https://gethownow.com/podcast/ How to connect Find Nelson on: LinkedIn: https://www.linkedin.com/in/nelsonsivalingam/ Twitter: https://twitter.com/ThatNelsonDude Find HowNow on: LinkedIn: https://www.linkedin.com/company/hownowhq/ Twitter: https://twitter.com/hownowteam Instagram: http://instagram.com/hownowhq Our Website: http://gethownow.com/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/gethownow/message

It goes without saying that customer success has changed since the pandemic, but the better questions are how has it evolved? What can leaders do more effectively in response? And how can we learn socially from our CS colleagues and other departments in the world of hybrid work? Angela Guedes, Head of Customer Success at Belvo, joined us on this week’s episode to answer these questions and plenty more. We talked about her transition from a similar role at Typeform (where she worked for seven years), the best starting point for building a CS function at a young company, the importance of recognising internal customer needs, the optimal onboarding journey, and whether there’s a pressure to know all the answers when you’re leading a team. Running order 0:00 Intro to Angela Guedes. 1:52 How the pandemic has changed customer success. 4:17 What’s it like joining a new company and building a CS function? 6:16 What does an optimal onboarding journey look like for a new starter? 10:33 The roles and responsibilities of a Head of Customer Success. 15:05 Is there a pressure to know all of the answers? 17:24 How Angela approaches learning and becoming better at her role? 19:47 Replicating social learning in the hybrid and remote CS world. 23:08 The voice of the customer programs. 25:42 Quickfire questions. How to connect Find Angela on: LinkedIn: https://www.linkedin.com/in/angelaguedes/ Find Nelson on: LinkedIn: https://www.linkedin.com/in/nelsonsivalingam/ Twitter: https://twitter.com/ThatNelsonDude Find HowNow on: LinkedIn: https://www.linkedin.com/company/hownowhq/ Twitter: https://twitter.com/hownowteam Instagram: http://instagram.com/hownowhq Our Website: http://gethownow.com/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/gethownow/message

Why would a company move from KPIs or that standard goal-setting model to objectives and key results? Or, as you might know them, OKRs. That’s the big question we put to Jacquie Gay, Program Manager of Talent Development at TomTom, in this week’s episode of 99 Problems But Work Ain’t One. From finding a North Star that everyone in the company can follow to how OKRs can move us towards more effective measurement, Jacquie shared some great experiences of how that OKR shift works in practice. We also found time to chat about the impact on TomTom’s learning culture, how the pandemic drove positive changes that they’ll stick with moving forward and how Jacquie is helping managers prepare for this new world of work. Running order 0:00 Intro to Jacqueline Gay, Program Manager, Talent Development at TomTom. 2:23 What prompted the move towards OKRs at TomTom? 5:52 How to have a conversation about HR’s purpose and OKRs. 9:28 An example of an objective and key result. 11:54 Have OKRs changed behaviour and what’s measured at TomTom? 15:31 Implementing OKRs in a distributed workforce. 18:15 Has the pandemic changed TomTom’s learning culture? 20:15 How has Jacquie approached preparing managers for the new world of work? 24:13 Quickfire questions. How to connect Find Jacquie on: LinkedIn: https://www.linkedin.com/in/jacquie-gay-a0a7859/ Find Nelson on: LinkedIn: https://www.linkedin.com/in/nelsonsivalingam/ Twitter: https://twitter.com/ThatNelsonDude Find HowNow on: LinkedIn: https://www.linkedin.com/company/hownowhq/ Twitter: https://twitter.com/hownowteam Instagram: http://instagram.com/hownowhq Our Website: http://gethownow.com/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/gethownow/message

Just because we sit in the same room or department, that doesn’t make us a team! In fact, a lot of companies have lost sight of what a great team is because they’re just doing things the way they’ve always been done. Those were just a couple of the hard truths Pam Hamilton shared with us in this week’s episode. Pam recently released her second book, Supercharged Teams: Power Your Team With The Tools For Success which offers 30 tools for great teamwork. And she was kind enough to share some of them with us in this conversation. From why we all have a responsibility to call out opportunities for better behaviour to how sending voice notes can be far more effective than writing long emails, and the need for shared goals in creating effective teams - this episode is packed with ideas for supercharging teams and resetting the rules around how we collaborate. Running order 0:00 Introduction to Pam Hamilton 1:57 Why should someone supercharge their teams? 3:17 What has changed since the pandemic in terms of this team dynamic? 5:32 What does a supercharged team look like? And who’s accountable for it? 9:12 What should you be looking for in your culture to drive that behaviour? 10:15 How do we set goals effectively for our teams? And what comes next? 16:16 Pam’s thoughts on synchronous and asynchronous learning and working. 21:07 Effective ways to share knowledge in the hybrid working environment. 25:35 Interesting ways people have implemented Pam’s tools. 28:11 What could managers be doing to lay the groundwork for supercharged teams? 30:25 How should people be approaching offline collaboration and workshops today? 38:47 Quickfire questions. How to connect Find Pam on: LinkedIn: https://www.linkedin.com/in/pamihami/ Twitter: https://twitter.com/paraffinpam Find Pam’s Supercharged Teams book here: https://www.superchargedteams.com/ Find Nelson on: LinkedIn: https://www.linkedin.com/in/nelsonsivalingam/ Twitter: https://twitter.com/ThatNelsonDude Find HowNow on: LinkedIn: https://www.linkedin.com/company/hownowhq/ Twitter: https://twitter.com/hownowteam Instagram: http://instagram.com/hownowhq Our Website: http://gethownow.com/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/gethownow/message