“By Putting Yourself in the Driver’s Seat of the User, You Can Really Start to Understand Where a Process Breaks Down”

Silo Busting 22: The Art and Science of Partner Enablement with Jonathan Lupo and Keth Crotty

When we engage with an organization, they typically seek to help their customers “be more effective with their products and solutions,” says Keth Crotty, a Director of Business Development at EPAM. Crotty’s talking about something called “partner enablement”—and in this episode of Silo Busting, he and Jonathan Lupo, our VP of Experience Design, gently unbox the concept. In the course of Lupo’s genial cross-examination, Crotty says it’s all about asking, and answering, these questions: “What does that user need to know?” and “How do they get to it a very easy, intuitive way?” It’s very much about interoperability: “These systems need to be able to talk,” says Crotty. “They need to be able to share data with one another, so that this journey is not disconnected and interrupted.” Crotty also reminds us that a partner’s teams may well be siloed (a perfect topic for our podcast): “The team working on training information is not necessarily the same team working on product documentation and that’s not necessarily the same team working to support end users.” Click through and learn about the importance of having a unified content strategy, assembling the right professional services team, and more.

Host: Kenji Ross
Engineer: Kyp Pilalas
Producer: Ken Gordon