Turning Problems Into Solutions with Ashley DeKerlegand, Director of CE and CX Enablement @ QuickBase

Episode notes

In this episode of SaaS Therapy, Todd Kirk and Casey Trujillo welcome back Ashley DeKerlegand to discuss the Action Mapping framework, a method for enhancing customer education and driving behavior change. The conversation explores the importance of measurable goals, the challenges faced in customer education, and the need for cross-functional collaboration. Ashley shares real-life examples of implementing Action Mapping, emphasizing the significance of empathy and understanding in the learning process. The episode concludes with actionable takeaways for listeners to apply the framework in both personal and professional contexts. Takeaways Action Mapping focuses on behavior change rather than just knowledge. Measurable goals are essential for effective training. Collaboration across teams enhances the learning process. Empathy is crucial in understanding learner challenges. Transforming obstacles into opportunities is key to success. Real-life applications of Action Mapping can drive significant results. Avoid information dumps; focus on observable actions. Executive sponsorship is vital for implementing new frameworks.