The 70% is the part most budgets skip, because people and process are harder to put on a purchase order than a license. What works for us is starting with the C-suite in a room, then running department office hours where people bring a real problem and solve it on the spot. That's where adoption actually moves. And the 61% doesn't surprise me. If nobody owns the outcome, there's nothing to measure the spend against.
Dipesh, thanks for sharing your thought and yes, it makes sense that a license is easier to put on a budget line. The office hours works in the short term. Long term, let's name the roles and the function that office hours are serving.
Agreed, Melissa. Office hours are how we find the work, and a named role is what keeps it going. Once the same problem shows up three times, it needs an owner, not another session.
The part that stuck with me, Melissa, is how little shared language teams still have for what good digital service looks like once AI enters the loop.
So true, Nicolas! I think we're all inventing new language on the fly.
the orphaned budget lines idea for people work is a handy way to frame it, never thought of funding it like that
The 70% is the part most budgets skip, because people and process are harder to put on a purchase order than a license. What works for us is starting with the C-suite in a room, then running department office hours where people bring a real problem and solve it on the spot. That's where adoption actually moves. And the 61% doesn't surprise me. If nobody owns the outcome, there's nothing to measure the spend against.
Dipesh, thanks for sharing your thought and yes, it makes sense that a license is easier to put on a budget line. The office hours works in the short term. Long term, let's name the roles and the function that office hours are serving.
Agreed, Melissa. Office hours are how we find the work, and a named role is what keeps it going. Once the same problem shows up three times, it needs an owner, not another session.