Big Walmart notes - huge, important meeting! Harri McDonalds template changes. Re-downloaded Luminate changes.

CustomerNotes/Anthology/Anthology.md

@@ -291,3 +291,10 @@ Questions and Topics are mostly around Aaron's workflow.
 * Full launch decision - how do we get all 10k people in?
 * Practical Question: T3 domains and laundry list of items.
 * Master Domain & Workflows: can Amit make a GUI to do the master domain list?
+
+## 10/20/2023
+
+### Email, Design, and Amit
+
+* Manager permissions issues - when a manager creates a course, they don't have access to it. How to automate it?
+* Rachel and design to discuss search results page and requested changes.

CustomerNotes/Walmart/Walmart.md

@@ -786,3 +786,92 @@ Cassie and Krystal
 * Patrick Duffy on today's tech call. Joined for 1 minute and then dropped.
 * Wasn't discussed: deep linking to the categories is going to take a much longer time than expected.
 * Cassie to work on content for MyMetrics and glossary.
+
+## 10/20/2023
+
+### Spark/Gainsight Roadmap Meeting
+
+Leonardo - Marketing enablement platform for Spark
+Rafi - Driver experience and driver journey team
+
+Background:
+
+* Spark - started 4 years ago
+* Additional fulfillment channel for Walmart
+
+Key goals:
+
+* How do we become the most trusted platform
+  * Great earnings experience
+  * Engaging learning content
+  * Communicating with drivers at every leg of their journey
+  * Trust leads to retention
+* How can they become the best low cost delivery provider
+* Partnerships with sephora, apple, autozone, etc.
+* Conversion - early tenure buckets to more tenured buckets
+* Lose 35% in the first 90 days
+* How to get to a "defectless" platform
+* Remove friction and pain points
+* How to deliver the right content at the right moment?
+* Gamification and loyalty program for 2024
+* Perks and awards - leaderboards, points, badges, etc
+
+Questions:
+Joris Question: What kind of content are you thinking of?
+Rafi - two large categories:
+
+* Driver learning (earnings, care about new functionality, etc)
+* Engagement - timely content, contests, promotions, perks, etc
+
+Joris Question: Proactive content - in-app experience? Email? SOmething else?
+Rafi - Both, but driver portal is also important.
+
+* Out-of-app content experience that _feels_ like an in-app experience.
+
+**Every time we are pushing a feature or dealing with a crisis, Northpass is what powers that communication**
+
+Tracking:
+
+* Milestone tracking, percentages (content efficacy metrics), if the content is correct, it should push metrics (like CPO).
+* Contact rate is the greatest single indicator of churn propensity for Spark.
+* Support is a churn deterrent.
+* Level of friction at each phase - behavior from humans turn drivers away (cashiers, walmart associates, etc)
+* Total: 9m contacts / year
+* 47% of those contacts are either education or technical support (check on that last one).
+
+Contacts:
+
+* Frequency of contact rate also indicates churn - 122%. Contact rate is a percentage of total orders. Over 100% means multiple
+calls about the same offer/order. Average contact rate is 1.7%.
+
+Fun fact - activation rate without RC - 50-60%
+Activation rate with RC - 93%
+
+**Analytics:**
+
+* Are they improving activation rates?
+* Analytics feel like a black box for them
+* Numbers exponentially shrink as we move through the driver funnel
+
+App & Portal:
+
+* Driver portal is outside of the app -
+* Onboarding experience happens on the website, NOT on the app. Future roadmap item.
+* Rafi worked with a previous content partner that had more interactive features and content delivery.
+* AE Program starts November 15th. --> What is AE?
+* Resolve "that" with analytics. What does that mean? Seems like old distrust of analytics is still present.
+* Rafi showed example from deck of long search descriptions. This is not accurate and current design.
+* Long descriptions are not intuitive search, discuss how to improve search capabilities in Northpass.
+
+Travis & Product team:
+
+* Broader Product Roadmap
+* Customer Success & discuss how other Customers are extracting the most value
+* (Krystal) - What sort of content creation tools are other people using?
+
+Other Notes:
+
+* Exponential growth next year. Expecting rapid expansion.
+TODO: Roadmap session - schedule some time with same team for Allyson and Joris to lead.
+* Krystal - Enhancement of video capabilities. Wants to double-down.
+* Travis - Track all tasks across - Monday.com access?