Name: Transform How Your Enterprise Communicates — In One Hour
Uploaded: 2025-03-20T17:30:04.353Z
Duration: 55 min 45 s
Description: Transform How Your Enterprise Communicates — In One Hour

Transcript for "Transform How Your Enterprise Communicates — In One Hour": Alright. Welcome, everybody. Thank you for joining us today. My name is Cheryl Chavez, and I'm chief product officer at Firstup. And I'm really excited to show you how our journey orchestration platform is gonna help you transform your company communications. But before we get into the slides, start with a little bit about myself and also introduce my awesome team that's here with me. So, again, my name is Cheryl, and I built my career in the product management function, especially building automation products across a variety of industries. Most notably, I spent a good chunk of my career at a company called Marketo. Marketo is an enterprise marketing automation platform. I was one of the first hires at the company and the first person working in product. And during my tenure there, we defined what we know marketing automation to be today. And Marketo became a household name and the standard de facto for enterprises to communicate with their customers. And during my tenure there, we would often get asked, sometimes even by our own folks internally, can we use this tool to actually communicate with employees? And the answer was always well, and I'm sure many of you on the call would agree with me here, is that employee data is really hard to manage. And it's very different than data about your customers or even about the leads that you're trying to sell to. But there clearly was a need out there for something like this. And so down the road, you know, a few years after working at Marketo, I had the opportunity to join FirstUp and to help build the FirstUp platform and a lot of what we're gonna show you here today that will help you orchestrate these personalized communications to your employees at scale. And I'm really thrilled today to show you this platform and how it's gonna work. But before we do that, I'd like to also introduce, two of my awesome teammates, Frank Pacentino, who is senior director of product management and also a Marketo veteran, and Kinsley Wigington, who is our director of product operations. They're gonna walk us through how easy it is to build a journey for any type of initiative. So keep that in mind as you watch what they're doing. Be thinking about how can I use this in my day to day? And I bet you anything, you're gonna come up with a lot of different use cases. I do have a couple of slides that I'd like to walk through though before we get into the build and to just give you all a little bit of context. So first of all, why is any of this important and why should we care? So I bet if we were all sitting in a room together and I asked you, raise your hands if your organizations are dealing with a ton of chaos that most of you would be raising your hand right now? Organizations deal with a lot of chaos day in and day out, and there's lots of tools out there that have given us false promises of effective communication. Tools like Slack, lots of email platforms, bots, intranets, Microsoft Teams, you name it. But rather than actually helping us to make communication better, instead, it's amplified and added to all of the chaos. And what's happened is that our employees are overwhelmed. They get too much information that's not pertinent to them. It creates disengagement, and even worse, they maybe are not even getting the information that you want them to have. And so it's created this illusion of connectivity, but the reality is that it's created complexity and fragmentation in our workforce. And the and there's really a reason why all of this is happening. And it's it's a flawed approach in that technology is requiring users to adapt to them rather than us adapting to employees. Technology should revolve around the employee. It should help them get information that's relevant to them in a contextualized way right when they need it. And this is what AI powered orchestration is going to deliver and what we are gonna be talking about today. So, yes, what is the answer? The answer to clarity is AI powered orchestration. It creates less noise. It precisely targets who needs what and at what moment. It's the right moment and when they need the information and when we're gonna have their attention so that they can focus on what's mostly important. So now you're probably wondering, okay. That sounds great. Right? We're in chaos. We need to move to clarity. But how do we do that? So I'm gonna show you how we think about it. So we're gonna talk about the future of work and the evolution of communication. So most of us are probably still in this very first bucket bucket here of manual communication. This is where we're doing one size fits all communication. We're creating something, and we're sending it out to the map masses hoping that it sticks. The next step, and again, what we're gonna show you today is AI orchestration. It's AI powered orchestration. This is personalization at scale. This is using employee data and behavioral engagement data to send personalized messages to our employees. And then we'll also talk a little bit about what's just right around the corner and down the road, and this is AI augmented communications. And this is really just taking everything to the next step. We're gonna continue to utilize employee data, but now we're gonna actually predict employee data. So think about what's the next best piece of communication that we should send to our employees. And then the future vision is where I really get excited, is about this true leveraging of human and AI agents. It's that relationship where humans and these AI agents can work together to create meaningful human connections. Okay. But there's a really important element to making all of this possible, and it's data. Data is the power to AI orchestration. It's the magic, and we have a lot of that data. Because at the heart of our platform is an employee data model. Data comes into our system from a variety of different sources, HRIS systems, as well as other systems that you may be using. And we collect this data, and we also collect rich engagement data as employees interact with the different pieces of communication and content that you send out through our platform. And the magic is that the more data we get, the smarter we get. And the smarter we get, the better the personalization and the contextualized messages that we send out. And then when you take this data and you marry it with our new journey orchestration product, which we're gonna be showing you today, we create an extremely flexible way to handle dozens and dozens of use cases across the enterprise. Now, again, I said this already, but keep in mind, we're gonna be talking about some specific things here, but I really challenge all of you. Think about what are the use cases in my organization that I could benefit using this tool. So let's go through a few examples here just so we could get our our minds thinking. So for the employee life cycle, we can orchestrate everything from new hire onboarding, promotions, and returning employees from leave of absence. For tech adoption, maybe it's creating guided journeys for new systems that you're bringing into the organization or any large digital transformation projects you have going on or just that there's new tools that people need to adopt. For compliance, it's ensuring training is completed, policies are acknowledged, and there's security awareness. And last but not least, for performance and development, we can help you streamline the reviews process, learning paths for employees, and career growth. So what's been really fun and interesting for me is when we talk to our customers, every day we hear of new use cases and things that people get are getting excited about, and that is extremely fulfilling for my role. So, again, challenging all of you. Think about how can you use this to solve the problems in your organization today. And so with that, I'm gonna hand it over to Frank and Kinsley. Awesome. Thanks, Cheryl. Hi, everyone. I'm so excited to be joining you all today to showcase First Step Journeys. So here in just a moment, we're actually gonna build a journey together. But like Cheryl mentioned, there are unlimited use cases with this tool. What we are gonna show you is the flexibility of the tool and how using any employee attribute, you can quickly build a sophisticated journey that can run independently and deliver on your outcomes. All of this is then gonna allow you to focus on your human connection as well as your strategy. So without further ado, let's get started. But first, we actually wanna hear from all of you to know what journey we're going to be building. So a poll just popped up. Please go in there and and select which poll or which journey you would like us to be building today. Obviously, we're only giving three options today, but, again, the possibilities are endless. We could really be using this for something like, let's say, annual performance reviews, where we could be sending content out to employees about getting their performance reviews done, but also to managers to help them coach them through how they're gonna be handling their, employee, you know, how they're gonna be handling their employee performance reviews. Also, things like safety reminders. Safety is such an important initiative in many companies, so how can we make sure that we are consistently letting employees know, about different safety initiatives that are that are going? Other things like career development and training, we always wanna be developing our our employees and really helping build them into into rising stars. So how can we make sure they're getting the information they need to know about the resources that are really available to them? Other things, driving AI adoption or really any sort of tech, adoption in general, I think that's something that's really, really important. So with that, I think our poll results are in. And look at that. Looks like we're actually gonna be talking about tech adoption. I did not plan that. I promise. So we are gonna be then walking through how you would use, journey, journey automation and this journey builder to actually do a tech adoption type journey to make sure all different departments are well informed about how they can best use this this new piece of technology and really drive good adoption. So with that, I'm going to go ahead and hand it over to Frank. Great. And a great choice. We're actually currently doing one of these within FirstUp Now. So super exciting use case here. So I'm in the product here, and this is a list of all of my journeys. And I'm gonna go into this new SSO rollout because we chose tech adoption here. I've already built out part of this, but you can see it's a very small amount that we've built out. We're going to build the rest of this out together. Now, the first thing that I want to cover is just every journey is going to have a start step, steps in between the start step and the end step, and an end step. And the start step is where you ultimately define who should qualify for a journey as well as when that particular journey should run. So in the case of a an a new tech journey, we really want everybody to go through the journey from start to finish all at the same time because we need them to do a series of things leading up to the rollout of whatever that might be. I will say though just very briefly, if we were to have chosen one of the other use cases, we also support event based journeys and daily based journeys. And these are the types of journeys that are always on, always listening, and are allowing our communicators to really scale communications. Because rather than having to build these out every single time you have, say, somebody get promoted or every single time you have a new hire, the system just automatically qualifies those employees when they meet that criteria and enter that journey. So in the case of one time, we're just gonna have the scheduled to go out at a specific day and time relative to when that change management date is ultimately occurring. And in this start step, for something like a new SSO rollout, you know, we'll probably wanna target everybody at the company because everybody needs to adopt it. But I will just say briefly that we do have this concept of filtering members in the start steps as well. So if you only wanted to roll this out to a specific division as an example or even a specific division in a specific department, you have that level of flexibility. And all of this is coming over from the HR system and stored on the employee profile. So there's no limits provided we have access to the data that we need in order to qualify people for these journeys. Now the next thing that we're doing in this particular journey is we're sending everybody a piece of communication that just lets them know that new SSO is coming soon. Now in the case of SSO, we need different parts of the organization to be doing different things based off of what their role is. So what we're gonna do is we're gonna add some steps to this journey. And you'll notice that when I hover over different aspects of this journey, you're seeing different icons pop up. That's because this is fully self-service. It does not require any technical skills whatsoever to interact with this. Generally, we do a demo similar to what we're doing now and people pick it up incredibly quickly. I'm going to hover over this plus icon between these two steps and add and click it. And now I have an opportunity to add different steps to this particular journey. So like I mentioned, because we're gonna be sending different content to different people based off of what their role is in the organization, I'm gonna add what we call a decision. And a decision is what allows you to send people down different paths in the same journey and deliver different content to them based off of, again, attributes that are stored on the employee profile. So the different parts of the the organization that we're gonna communicate with here are the first split that we're gonna define is IT, and they obviously are gonna be playing a very critical role in the new SSO rollout. So I'm gonna search for an audience here. And, again, the this can be anything here. So I happen to have an audience that represents my IT organization built out in First Step, but this is our standard audience builder. So you can use literally any attributes that are stored on the employee profile, any behavioral based data that we're tracking in First Step to segment people down different paths in the journey, audiences, which is exactly what we're doing here. And so it's very flexible and truly limitless provided we have access to that data. So the next split that we're gonna add here is leadership. And we're gonna add leadership because we want them to be aware of what's happening as we do roll out SSO. I have a leadership audience as well. Then the next split, you can see this is rinse and repeat. It's very easy to use is we're going to send human resources down a different path of content because they have to onboard people, offboard people, and some of the processes with SSO rolled out are going to be a little bit different once it is rolled out. So I'll choose my human resources audience there. And then the last split, rather actually I'm not going to add that, is going to be everybody else, in the organization who have to adopt the the new SSO technology. So I'll close this step now, and now you can see on the screen there's four different paths. So we can insert different content for each of these paths, which people will qualify for based off of what their role is in the organization. So I'm gonna hover over the the journey again, and this time I'm gonna add a piece of communication because this is how you actually add content into the journey itself. And the way that you do that is you you can already see, like, each step that I add, you click into it, and that's your opportunity to to make changes to that particular step. The UI is obviously going to change depending on which step you click on because there's different settings for each of these steps. But it is again, it's all totally self-service. So in the case of, change management here for SSO rollout, I can either create something brand new from scratch or this is really great for our existing customers who already have lots of content built out in First Step. All of it's available to just import into the journey. So people can get up and running with this very quickly when the content's already in the system. And because this is the IT path here, I'm gonna search for a technical documentation piece of content specific to the SSO rollout because IT is the one who's driving this particular change management effort. So they need access to the technical documentation that's relevant to whichever system is being deployed. Yeah. And I'm I'm gonna pause you here just for a second, Frank, because, obviously, we we added that piece of content and we and we immediately went to this configure page where we're gonna start talking about how we're actually gonna deliver the content. But I think one of the the really big things is because we can deliver this piece of content out to various channels, the first question that comes up is, well, I wanna know what it's gonna look like. So could you walk us through that a little bit? Yeah. Of course. So of course, you can go into edit mode here, but because this piece of content is already ready to roll, I'm just gonna preview it. And this is a we we show you we're a multichannel platform. So we're gonna show you previews of what this is gonna look like in the web experience, what it'll look like on mobile, inside of an email client, inside of micro apps. And the cool thing about this also is first up is a fully personalizable platform. So we have you can insert employee attributes anywhere in any of this content. And so just as an example, if I were to choose, I wanna view this as myself. And when I do that, you're we're rendering that value. So we're inserting everybody's first name in at at the beginning of this particular piece of communication. But again, this is another limitless aspect of this. You can use anything that's on the employee profile. So whatever you're storing on the employee profile could be inserted and it will be unique to that particular person who receives this piece of communication. You can also send yourself test communication so that you can actually see what it looks like in a real life scenario, but this is how you would preview it. Now I'm gonna go back to the configure tab here and just talk through the different the different sections of this. So we have this concept of content approval, and that's really like a a safety valve in that there are there's so many safety valves built out in this journey builder where we require you to indicate when something is ready to be published. Because in theory, you could be in here making changes to content, maybe a bunch of different people are contributing to content, and we don't want you to just publish the journey if that content's not ready to go. So we require in some of these cases that you indicate the content is ready to be published. Otherwise, the journey won't let you publish it because we again, we don't want people shooting themselves in the foot. Then there's the channel section, and I already mentioned channels are we're we're an omnichannel platform, so we have many different channels. I'll go through each of those in great detail in a minute. You're seeing this mark as important option here and also this require acknowledgment option here. These are different levels of criticality for the piece of communication. The way that I like to think about this is if you didn't mark this as important or you didn't require acknowledgment, then people can archive that piece of content very easily and there's no way for them to really know that you that they actually read that piece of content. I'll talk more about that in a little bit. And then the last piece is channel delivery, which is where you determine whether you want the system to pick which channel to deliver to or if you want it to send to all channels. Yeah. Frank, I think, because I know we're about to now show how to actually set up some of this channel delivery, and, obviously, we're gonna go ahead and start with email. I think one of the things that always tends to jump out when we first start to talk about email is the email alias and the ability to customize that. We've talked about personalization, a few times here. So could you talk a little bit right now, we're obviously showing a default one, but, what would be a good reason for for updating that email alias? Yeah. So this is actually a perfect use case for there to be a good reason to. Because this is an SSO rollout, we probably want this to come from our CIO since that's the organization that's driving this. But these are completely configurable. There's no limit to the number of these that you can have. If we were to do the the onboarding one or the new hire one or the promotion one, maybe that would come from our head of HR. But because this is an SSO rollout use case, we're gonna choose our CIO so that it's it's coming from the right person in the organization. Then the next thing to do here is enter the the channel specific settings. I think we're all familiar with subject lines and previews. The subject line is obviously the subject of the email. The preview is what you see in the email client itself, which is just the preview text of the email. And these things are fully personalizable too. So any attribute that's stored on the employee profile could be used to create this level of personalization in the subject lines. And so I'm gonna, again, use their first name telling them that their SSO documentation is ready for them to consume. I'll put that as the the same thing for the preview text. Generally speaking, people are going to to use the same things here, but the tool is flexible enough for you to have different things if if you choose. The next channel that we're gonna that that we're gonna talk about here is the notification center. And so there's a the the notification center is, this is the message that you're going to see inside of the UI. And for the purposes of this use case, I'm just gonna do the same thing. So when somebody sees a notification in the employee experience, then this is the the text that's going to be on that notification. Yeah. And, one thing I wanna ask you here, Frank, is obviously we see email and we see push notification. I think most people are are pretty familiar with both of those, but notification center is actually pretty specific to First Step. So can you talk a little bit about what notification center is? Yeah. So notification center is something that we actually just released last month, and it's a it's a complete overhaul of how people are able to consume content and notifications within First Step. The way that I like to talk about it is it's kind of like a hybrid between an inbox and, like, what you would expect to see on a modern social media platform like a LinkedIn or a Facebook. You know, First Step has lots of different engagement type content and lots of different engagements that can happen within that content like commenting on things, sharing things, tagging people and things. And so there's a section in the notification center that kinda mimics, like I said, what you see on Facebook and LinkedIn where you get notifications about when you are tagged in things or when somebody likes something that you did post or when somebody engages with something that you did post. But there's also an inbox component to it where we can actually send the content to it. So it's really like their one stop shop with any employee experience to get all of the the content that's sent to them as well as things that are that are being engaged with that they've either posted or if they they're involved in comment threads on different pieces of content, that will all show up in the notification center. Great. And the last one, like Kinsley mentioned, we're all pretty familiar with push notification. I'll just check that so that this is truly a full omnichannel piece of communication that can get delivered. The cool thing about this again, even on the push notification is when you get this and they see that notification on their device in the notification center, it's gonna include their first name. All of this is is fully personalizable. Now the next section that I I already alluded to a bit is this concept of criticality. So let's just say as an example, I don't mark this as important and I don't require an acknowledgment. So if somebody gets this message to their notification center, for all we know, they archive it without even reading it. Maybe they don't even click through it. Now we have a ton of analytics around this, so you would be able to see who's reading things and who's not or who's clicking on things or who's opening things. All that level of analytics is available in the product. But if you want to to make this a more critical piece of communication, then and I mark this as important. Then what that means is they can't archive that message if they have not at least clicked through. Now you're probably thinking, well, just because they clicked through doesn't necessarily mean that they actually read it. And that's where we have the the most the highest level of criticality, which is required acknowledgement. And this is something that won't let you archive it until you not only click through it, but you have to scroll through that content assuming you read that and acknowledge that you did read it. So you have these three different levels. The good thing about this also is this is this is on a per communication piece basis. It's not like this is a setting for the journey, and that's good because there's different pieces of communication that are going out in the same journey that require acknowledgment, that should be important. Even in this specific example, if I if I collapse this a little bit, new lessons so coming soon, maybe you don't need people to acknowledge that or mark that as important versus IT consuming the technical documentation that they need to in order to support this rollout. You probably want them to acknowledge something like that. So it's it's really up to you to determine which level of criticality that you should be using on a per piece on a per communication basis. And I think on that note, let's open it up to the audience and find out what we should do here. So just as a reminder, Frank already alluded to it. This particular piece of content is going, to our IT department who is gonna be leading the SSO rollout, and it's all the technical documentation that that team needs to be aware about with that SSO. So we're gonna put up another poll next to your chat, and we wanna know from the audience, are we going to send this as a normal piece of communication without a a level of criticality? Do we wanna at least mark it as important, or do we wanna go to the highest level of criticality and and mark it as important and require acknowledgment? So that poll is now up right next to your chat section. I'll also mention we've got some really great questions that are coming in, through the q and a, and we are definitely seeing them. We're gonna answer as many as we possibly can. And, we'll do that here in a minute when Cheryl and I are talking a little bit later, and then we'll do some more at the end. So keep those questions coming, really, really great. I see so the yep. So the poll is right up at the top on your right hand right next to your chat button. Awesome. Alright. We'll give everyone just a minute to answer the poll. Alright. I think we have our answer here. We are going to mark this as important, and we are gonna require acknowledgment. So, Frank, go ahead. Back over to you. Alright. So easy as that. I would have probably recommended the same thing there. That makes a lot of sense given that this is the IT SSO technical documentation that they need in order to prepare for this rollout. So it's easy as that. You just check those two boxes. And then the last section in here is channel delivery. And because First Step is a a multichannel platform, you have two options. You can either choose for for FirstUp to to pick which channel to send this piece of communication to on a per employee basis, and it does that based off of where we typically see people engage. So if I typically engage in email, but Kensely typically interacts with content that gets sent to her notification center, then she's more likely to get this piece of communication to notification center, and I'm more likely to get it through email. So that's the first option. But then the section option here is if you wanted to just blast to all channels that you have selected, like, if it's an incredibly high piece, a high priority piece of communication that needs to go out, then you have that option too. In which case, because I have all three channels selected, email notification center, and push notification, with this option selected, it's going to go to all three. It's not gonna do anything smart there versus with optimize which channel to select. It's gonna dynamically choose based off of where we typically see engagement for each individual employee. Amazing. So we're gonna do another poll again because we wanna we wanna have you all make the decision. So, again, reminding ourselves what this communication is. It's the SSO technical documentation. Do we want to set the channel delivery to optimize for the channels, that we've selected, which is, of course, all of them, or do we wanna go ahead and send those to, all of the selected channels? So, again, that poll is up next to your chat. Go ahead and fill that out, and we will then go from there. Yeah. Lots of really great questions coming in here, so we will definitely be getting to those as soon as we can. Definitely seeing quite a few about AI and, oh, getting a report. You're actually gonna see that here in just a second. So, we will be showing that to you as well. Alright. One more minute here. Alright. Sounds like we're gonna go ahead and optimize, for our channel delivery. So, Frank, back over to you. Perfect. So I already have that selected. So I will just close this piece of communication and that is ready to go. Now, the next thing that we're going to do here is we're going to add another step and continue to build out each of these streams. You'll always want to add a delay step between pieces of communication because this is how you specify how long somebody should wait before getting the next piece of communication. And we have two different options here. We have days and hours. And so why do we have these? For hours as an example, if this was, an onboarding or welcome journey, perhaps you send somebody something at the beginning of their first day, and then maybe you wait, you know, eight hours or ten hours, however long the shift is before you send them the second piece of communication, perhaps thanking them for joining the company, hoping that they enjoyed their first day, whatever that might be. And then they're probably scattered, like, you know, every couple of days or every day, or so after. But this is as you see me interacting with this, it's, again, it's fully self-service. It's very simple to use. And this is arguably probably one of the most basic steps because you're really just defining a relative time frame based off of when people enter this particular step. Yeah. Excellent. Alright. Last poll for today. We're gonna leave it up to you. How how big of a delay should we have here? We can do it for four hours. We could delay it by one day, or we could delay it by three days. So up to all of you. When will we send out the next communication? Alright. We'll give it one more minute here. I think our votes are coming in. Alright. Alright. It was a close call on this one, but we are going to wait three days. And it looks like Frank had that anticipated there. Lucky. Alright. So I'll leave that at three days. And, Kenzie, I'm just gonna go ahead and and kinda build out the rest of this since this is kind of like a rinse and repeat motion. So why don't you just give me a couple of minutes to do that? Yeah. That sounds good. So what you all are gonna see is Frank is gonna continue to build up this journey. He's gonna build out each of those work streams, add in the relevant content. And in the meantime, Cheryl and I will kinda let you know what's going on. But more importantly, like I said, we've gotten some really great questions in the q and a. So I think we're gonna try and jump into those. So I don't know. Cheryl, do you wanna grab one of those first? Yeah. I think one of the questions that's come across is, you know, is this is this easy to use? Do I need to have, you know, a marketing automation person doing this? And, I mean, just watching what Frank is doing here. This is no code, low code. Anybody can do this. It is so easy. And just given experience coming out of marketing automation, that was the goal here. We wanted anybody to be able to use this. So regardless of what your role is, this is easy to use and actually kind of fun. I mean, like, look at what Frank is doing. I I mean, I've just gotten a lot of joy just using this, and it connects into any of the systems. So as long as we can pull the data in about your employees, we can use that here to, to drive the journey. Kenzie, just one other thing as Frank is working here, you know, he's showing he just showed building our communications, and we also wanted to make sure that for those of you who use our tool today, you may already have some of this content built out in campaigns. We wanted to make that really easy for you to reuse that content, pull it in here, but also to create new content. Yeah. So, yeah, watch Frank go. Yeah. I know. He's flying right now. Flying. Some of the questions that did come in was a little bit of explanation as to why, the different polls and the polls we did is why why did we do what we did. So I think, you know, for the first one, the criticality, we really made it the highest critical level because that particular piece of communication, it is absolutely imperative that the IT team knew that SSO technical documentation because they're doing all of the the rollout, obviously. Delay is a little bit more straightforward. It's really just about when you wanna delay it and when you want a particular piece of communication to go out. And as far as optimize, optimize really makes it so that we are ensuring we are gonna get the best engagement on that particular piece of content because it's gonna deliver it to the channel. Each employee wants to receive that piece of communication. It's a very employee centric type, type delivery at that point. Alright, Sheryl. What else do we have coming in here? Lots of questions about analytics, and we will get to all that. So just hang on, and Frank will be talking through some of the analytics. But, yeah, we have a pretty detailed, set of metrics. Our goal was really to make sure that people understood where employees were in the journey, what communications they've received, and so on. And then sorry. I'm just kinda glancing over here at the q and a, Kinsley. Yeah. You can see who's acknowledged in email, and, you know, set push notifications are via the mobile app. Yes. It's a mobile app notification. And there was a great question about will we do the send all in our regular campaigns, and we do have that in our plans as well. I think there's some other stuff in here about common use cases. You know, I think that's a great question. There's there's a ton that we can do here, and and we'll talk about some of the other ones that we've heard. But I think this IT rollout is one that we hear quite often. It is it is a big change initiative, and that's what, that's what a lot of, you know, a lot of the journey builder can be used for. I think new hire and onboarding is obviously a really good one. And also making sure that, that things like big strategic initiatives led by maybe your CIO or your c suite, another really great way to handle this with, with overall, kind of coordinated communications. Alright. I got a little bit distracted there because I just realized, Frank, you're already done building this out. Yeah. This is ready to go. So let me just give a a brief summary of what's happening here. So, this is a a change management journey here, so everybody's gonna start at the same time. They're first just gonna we're letting them know that new SSO is coming soon. Then we're gonna wait one day, and we're splitting different audiences now based off of their role and potentially the different things that they're gonna have to do. So the IT organization is getting SSO technical documentation since they're the ones driving this implementation, what the change management plans are going to be, and what training and support is available to them. The leadership team is getting information around, like, what is our plan for the SSO rollout? What's the project timelines and milestones? Are there any risk assessments and mitigation plans that they need to be aware of? Whereas human resources is getting content around what are the new onboarding and offboarding procedures now that we are going to have SSO. Here are some employee communication templates relevant to those onboarding and offboarding processes. Is there any data privacy and security policies that we need to be aware of that are changing? And then everyone else in the organization who needs to actually go through and and and use SSO moving forward, they're getting user guides and tutorials, how to set up MFA, troubleshooting guides and FAQ, as well as what are the office hours and training sessions that are gonna be available to them as they go through this process. Yeah. That's great. I think, Frank, the other next big question that comes up, and I know it's gonna come up because it's already come up in the q and a, is this looks great. I love that we're able to see everything altogether as opposed to having to manage individual pieces of communication, but how do I know if my journey is actually successful? So could you walk us through the insights now? Yeah. Of course. So after a journey has been running for a while, we have access to what we're calling journey insights. And the way that we think about this is there's there's really three major layers that you need to be thinking about. One is the journey as a whole, and that's what we're on right now. We're on that new SSO rollout journey looking at the journey as from start to finish. The next level down is the individual steps in the journey, and then the next level down from there is, well, what about every single person who's gone through the journey? So what we're looking at here is the journey as a whole. So this journey has sent 435 total messages. 432 have been delivered. It's providing you with details on the open rate, the interaction rate. And this is really helpful information if you're if you're trying to compare this journey to other journeys that you're running. So you can start to get a sense for which ones are resonating as a whole and which ones aren't. We're also giving you a detailed breakdown of the engagement trends per week and per month. And this is also important because as different people go through different journeys, you know, this is an SSO one, so everyone's gonna go through it at the exact same time. But think about if you had a welcome journey and different cohorts of people are starting at different times, you can start to get a sense for which cohorts are engaging with it and which ones aren't. And that gives you the level of visibility you need to then potentially adjust your content for certain cohorts, looking at the makeup of those cohorts. Perhaps the content resonates very well with some and not so well with others, but you have that level of visibility and then you can make those changes if you need to. Then we get to journey channel performance. And you I've said multiple times on this call that, you know, we're a multichannel platform, and you have the control in your hands to have the system choose which channel, or we have lots of customers using these who who don't wanna relinquish that control and they wanna choose the channels. And whichever bucket you fall in, it's fine. We we provide the the level of analytics here to give you visibility into which channels are working and which ones aren't. And we do this at both the the the journey as a whole level and the step level because for some journeys as a whole, maybe some channels work better than others. And and same thing with the step level. So you have that level of of visibility here. And if if you're seeing that some channels are performing way better than others, then it's very easy to just go into the journey and make that change. The the last section here on this screen is this is a breakdown of the step overview. So every step that we added to that journey is showing up here. So, new SSO coming soon. It's really just giving you operationally what happened. How many people started, completed, how many messages were sent, if it's a communication step. If it's a delay step, are there any people in that delay step? For the communication steps, were there any errors? Meaning, you know, maybe somebody unsubscribed, it bounced, whatever it might be. But you can also drill into this. And now this is that second level that I was referencing where this is a detailed analysis of the step itself. And you can see there's some summary metrics here at the top, which are just telling you overall started, sent, delivered, and so on. But we're giving you that detailed breakdown of on a per channel basis exactly what happened. So if you chose to have the journey optimize which channel to use, you'd know which channel is typically picked for different cohorts that are going through this particular communication step. And then like I also mentioned, we're showing you that same engagement trends per week per month. And this is great because if you start to see, you know, a drop off here, then perhaps this content is no longer performing and it's time to swap it out for something else. Now First Step also has all kinds of rich interactive content that people can engage with, links, polls, acknowledgments, videos, attachments, and all of those are gonna show up in this in this donut chart here. And this is fully interactive too. So if I wanted to see just how many links were clicked, especially if there are multiple links in that particular piece of communication. If there's a poll in the communication, I can get a breakdown of how many people who received it voted and how many people didn't. If there's an acknowledgment, which this is really important, right, because we're generally this is the highest level of criticality. If I can see that only 42% of people acknowledge this, then I need to do something. And that's where the user activity grid comes in. So if we just look at Gloria and we look at what happened with Gloria. So an email was delivered. They opened the email. We also sent a notification. They did not open that. We also sent a push notification. They did not open that. And Gloria did acknowledge it. She did not respond in the poll, but maybe that's okay. Right? It depends on the criticality of the poll because this was marked as required acknowledgment that is the highest level of criticality, but we have evidence here that this particular person did acknowledge that versus this this person down here, they didn't acknowledge it. So this is kind of now your map for who you need to retarget and go after to get them to acknowledge that content. So just to summarize the analytics here, we have the three levels, journey as a whole, step analysis, and then down to the user activity level. Awesome. Thanks, Frank. So we've obviously covered off a lot here today. Miranda already put it into the chat. We are gonna get to your questions here. I just wanna sort of wrap up because there there have been actually quite a few questions around use cases. Obviously, you all saw here today, we just built one potential journey. But we really have heard the gamut of possibilities from customers around how they are thinking about now using something like a journey builder. So it could be a something something as simple as just a a sequence of communications, around a particular initiative. At the same time, it could be something that's even a little bit, bigger, like being able to drive the IT adoption, which you saw here today. The other thing I will actually mention is we've done, a little bit of research around, time savings now using something like this with the Journey Builder. And based on some averages that we're seeing, something with about 20 pieces of content, if we were to come in here and have to manually create those, recreate them, republish them, each piece of content in that stream every single time, Now being able to use the Journey Builder, we're averaging about nine nine hundred hours per year of time savings there. So it really is a massive time saver for everybody. Alright. Before we jump straight into q and a, I I just wanna ask Cheryl and Frank one more question. It's the same question, but, Cheryl, we'll start with you. What is the the most interesting use case you've heard so far, as you've been out and about talking to people about journeys? Yeah. I'll I'll kick off there. I was talking to one of our customers, and they were they were basically telling me that they have a huge problem with, you know, turner turnover in the organization. And the main reason is because they're not able to actually present job opportunities to their employees based on the skill sets. So there's a real disconnect between opportunities that are available in the organization and the employees out there. You know, they're more frontline workers. And, we had a really interesting conversation about how they could use Journeys to present job opportunities to people. Because of the rich dataset we have about employees, They're able to create audiences that would be specific to job opportunities. And so rather having these employees leave and go to, let's say, a competitor, they're now able to actually help grow their employee base using Journeys. And I just thought that was amazing and huge cost savings for them. Yeah. Frank, what about you? You know, I've I've heard a lot of use cases, you know, employee celebrations, strategic shifts, like the new technology introduction one. Interesting one like stock grants, promotions, leave. There's there I've heard, you know, so many, but one of the ones that I thought was super interesting was we had a customer who had pretty low registration rates. And they had a they they had built up this journey that was a combination of reminding people, trying to drive them to register for First Step. But then once they did register, they also had a complete onboarding experience into the First Step program. And it was just it it seems like a basic use case, but the reason why I think that that one was so interesting was because it it was pretty inspirational to see how complex the journey was. I think this journey ended up with, like, over 90 steps, and they had a bunch of different splits and checking different criteria, sending you down different splits based off whether you registered or not. And if you did register and what your role is, you get different content. Or if you're in a different office, you get different content. So while it seems like a basic email like, a a basic, you know, remind people to get in and onboard, it was just super inspirational to see how complex that journey was. And the flexibility of the the journey builder enabled them to create that all within a single experience. Yeah. It was a really it was a really interesting one to see built out. Okay. We've got a few minutes left here, so I wanna make sure we're jumping into some some q and a. I'm gonna start, Cheryl, with you, because we've gotten a lot of questions about AI. Mhmm. So I wanna make sure we we fully address AI. I think there's been some questions around, how it's actually used in, in the tool now today, but then also, to your earlier point in your presentation about, how are we thinking about AI in the future? And, of course, one of the other questions is how do we make sure that we're using AI safely as well? Okay. Wow. That's a lot. Okay. Let me let me get started here. So first of all, let's start with what's in the product today. Some of it is visible. Some of it is sort of behind the scenes. And what's visible today is a series of functionality, that we call communications AI, and that allows you to use AI to help you write better. So, like, imagine you've got a piece of content and you want to get a suggestion for a subject line, or you wanted to make the content more condensed or in a different tone, or whatever that might be. So we have a lot of that functionality available as you're building out content in the system. So it is visible in that workflow that we walked through. So, you know, when you're in there, there's a little we call it a sparkle, and you can actually call on the AI to help you. And then even better, and we take that to the next level, is we also have some functionality for employees. So what we didn't get into a lot of detail here is around some of the experiences that we have for your employees. That could be a web experience or a mobile experience. And we have an interactive way for employees to respond and comment, like, and engage with content. But in a lot of cases, employees aren't always confident about how they're responding or maybe their grammar or their tone, and so we also have AI that can help them feel more confident about responding to content. And then last but not not least, we use AI to help with what we call sentiment analysis. So as a publisher, I could look to see how is my piece of content received by the different audiences. And that gives you a lot of really great insight to then say, okay. That worked really well. Let's do something similar to that again. Or, oh, wait. That kinda missed the mark, and we need to adjust as we publish more content down the road. So that's sort of the visible AI that we have, right, and how you can interact with it in our tool. Now a big piece of what we talked about today is sort of AI in our channel orchestration. And so AI powered orchestration, this is more AI behind the scenes. And we don't see that, but we see it in how it sends communications out and make sure that people are getting the communications in the right channel that where we are confident they're gonna consume that. So that's today. And then as we move into the future, so if you recall, I talked a little bit about sort of what's around the corner and then sort of the the more moment of where we wanna go. But we really are looking at how can we help how can we use AI to help predict, to help us understand, like, what is the next best piece of content we should send to somebody. Right? What we looked at today is you being more prescriptive about, I'm gonna send this, I'm gonna send that, and so on. But imagine a world where the system is like, here's a bunch of content to pick from. Pick the next best thing because we believe that's gonna drive the best action for the employee. So that's where we're going next. And then that future state is really you know, we hear so much about AI agents, but how do we actually work with the AI agents out there today as well as building our own AI agents so that we can have a more human and AI connection, which is really more of an interaction type of model. So that's where we're going with all of this. And then, Kinsley, I think you said or asked, like, how do we keep all of this safe today? So well, first of all, you know, if you wanna use AR in our product, there is a process that we want you to go through. We are completely GDPR compliant as a platform. But when it comes to AI, we also wanna make sure that, you know, everyone is aware of how we're using things. And so there is, there is some some work to do in order to turn that on. We want you to accept some terms, make sure you're comfortable with what we're doing. I'm not gonna get into all the details there, but we do make sure that you're good and we're good. So there's a handshake between us if you wanna use AI in our product. So, hopefully, I answered what you were asking me, Kinsley. No. I think that's great. Thank you. Alright. Shifting gears a little bit. Lots of questions around, integrations and how First Step works with other tools. Some of the ones that came in are things like Workday and Microsoft and Office three sixty five. So, I don't know. Frank, Cheryl, which one of you wants to take that around how we sort of integrate and work with other tools? Frank, you. Yeah. So so, any any of these tools, you know, these are generally the the the home for all this employee data. And there's there's multiple different ways that you can integrate with us whether that's in API or you send us a file in order for us to get that into First Step. And then once it is in First Step, that's where you saw in the journey builder, You know, I was I was using these audiences and building these audiences or or if we were to go into the the use case where we we we were looking at, like, a new hire experience, the way that we're able to get those people into those journeys is through, like, a start date as an example. And so, again, I I mentioned many times, you know, we're only limited by the data that we have access to. And so including the right data for the right use cases to support these journeys that comes over for those systems, we don't really have any limitations in terms of what we can pull in from those systems. It's really just we need to make sure that whatever it is that you wanna use in order to trigger these journeys or in order for somebody to qualify is included in that sync. Great. Amazing. Alright. I think we have time for one more, and I know we've gotten some reporting questions in here. So I think maybe, Frank, if you I'll I'll read a couple of these to you, and and you let me know kinda how we're gonna answer these. But, okay. So can you get a report of all employees that read and acknowledge the email and or document attachment? And then there's also some questions around a a visual knowledge graph of all communications and channels. So, do you wanna talk just a little bit more related to that around the data and the journeys insights that you did demoed earlier today? Yeah. So so all of those those pieces in that like, if somebody acknowledge something, watch something, that's all available in the user activity grid. So when you the the second tab that I was on when I was going through the different interactions and the engagement over time, the bottom part of that is going to be that map for every employee and exactly what they did for each piece of communication that they got through the journey. And that's available on any journey that you run. So, as as you start to run more and more of these, you'll start to be able to to really accumulate a lot of that. And and, again, you that that's then what you use if you need to retarget people or send them down something else to try to get them to acknowledge or submit a poll or, get them that attachment, whatever it might be. Yeah. And one of the ones I know I didn't just ask you this, but another question around, being able to see a lot of these metrics based on, an individual piece of content. And, I I I think the answer to that is yes, but I'll let you answer that one. Yes. That that's that middle layer. Right? So, like, we have the the overarching journey reporting, the individual piece of content reporting. I refer to it as, like, this step, but that this this step is the piece of content and then down to the individual user. Amazing. Alright. Like I said, I know we got a ton of questions, and we weren't able to answer all of them here today. But we will make sure that we try and and do some follow-up and get some some answers out to all of you. But I do wanna just really thank you all for for your time today. It's so exciting for us to be to be, showing you the potential behind, First Step Journeys and are so excited to further the conversation with you. We're gonna leave you with some goodies, to get you started. There are some things that we are gonna be offering, the first being a journey strategy session with our team, a forty five minute session, to help you get kicked off with this. Start to think about how you would what kind of journeys you might wanna build, what your goal would be, your personas. We have a team of experts that, are ready and willing to jump in and and help you with this. We also have a journey starter kit, where we even have content already sort of built out that you can use as a as a template to get going with. So we will be sharing out the journey starter kit, also in the persona, worksheet. And, of course, join some of our first step demo days that we have coming up where you can continue to ask a lot of these really, really excellent questions. We'll be demoing other potential use cases. Those are gonna be April. And then finally, of course, feel free to schedule a one on one demo, where you can really get into the weeds and the nitty gritty with our team. So with all of that, really a heartfelt thank you to all of you. We are so excited about about the potential of First Step Journeys, and we really look forward to talking to you all again soon. Thanks, everyone. Thank you.