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Updated WilliamsSonoma post-new hire templates. Made good progress on migration tool scripts.

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Norm Rasmussen
2024-08-29 20:56:48 -04:00
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CustomerNotes/Walmart_Luminate/Walmart_Luminate.md
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@ -229,3 +229,16 @@ Value they are tracking:
* The whole goal with this is self service and remove hands-on touch points
* Qualitatively, ticket numbers haven't changed much
* Partly on how Luminate is structuring their content (shorter answers faster is their goal)
Notes sent to the team:
Hey all, wanted to share some key insights from my monthly call with Stephanie at Luminate.
1. Johnny (PM) and the engineering team is a blocker for them buying the CC product. This is directly related to recent communications issues (their expectation vs reality, see below). @Chelsey Bonsante this one's especially pertinent for you.
2. Walmart is expecting more frequent updates on items _even if there are no updates_. Stephanie said that if we are committed to delivering something by Tuesday then by the Thursday before some communication should be sent out if we are still going to (or not going to) hit that deadline. This is especially true for active projects, but also true for roadmap items as well. @Allyson re: the roadmap part.
3. Walmart's culture, especially engineering, is that of deadlines and meetings. Krupali, we saw yesterday that Dave and Ritu on the Walmart side had a long side-conversation because they weren't aligned on an item. I called that out and she said that they won't always meet about these things because they are expecting our live/in-meeting support and it takes meetings with the vendor to bring out their own alignment. @gmichlin @Marek
4. As a follow up to the deadline portion, if Stephanie has a deadline for two weeks from now, she will get pinged more than a few times on if she is going to hit that deadline. She feels she cannot _just say_ "yep, it's all on track" but needs to share details. This is why she comes to us asking for details and expects us to give her details. She said that when she doesn't hear from us, it's hard for her to justify or spin it positively.
5. She knows nothing quantitative about how the academy has affected business. From a CS perspective, that was a huge huge bummer to hear and I'll be reaching out to her boss after @chuckg gets introduced. It appears that most of their reasoning for changes in the academy is solely based on feedback from leaders and customers. She had no good indicators of ticket numbers, retention, churn, etc. @Kat Kenny for us to discuss.
There's obviously a lot here. Fundamentally, our orgs operate differently. I don't know if we set a line in the sand with our biggest customer for number of engineering meetings or weekly updates, but the truth is that is a lot of extra work for everyone involved. There is plenty that Walmart can do to "meet us half way" but making these changes at such a large org may be incredibly slow.
And finally, @Armin and I have uncovered via our meetings with Source & Supplier that the content and people from Source & Supplier will get pushed to Luminate's academy after they are done with S&S. We are ironing out the details on what that exactly means, but our point of contact said that at it's core, it means that Luminate will be soon getting an influx of new users. While this is great overall, it may only exacerbate some of the above points as Stephanie will be getting even more feedback and want to incorporate even more changes that requires our TAM support.