Change Enablers, a podcast by Tango Tango

If we had an award for “best terminology from a guest”, Hillary would take the gold. 
Coining the phrase, "content cowboys" (the people we all know and love who keep knowledge to themselves and use it however they please), Hillary is quite familiar with the painful realities of knowledge sharing.

With over 6 years at Guru, the AI-powered enterprise search, wiki, and intranet software company, Hillary considers herself “a catalyst or connector of different departments”. Connecting the dots between the customer experience, revenue, go-to-market, enablement, and product teams, she leads efforts to gather valuable customer insights and elevate the customer's voice in key strategic business decisions.

On this episode, Hillary and Ken discuss:
• the importance of balancing two sides of the knowledge coin: process and human nature
• creating trustworthy documentation 
• the basic rules of documentation
• the risks of not having access directly in your workflows
• making knowledge available where people are doing their jobs
• the key to quality documentation (*hint hint* brevity, being in the flow, and staying extremely tactical)
• why sometimes too much process stifles creativity and innovation

Where to find Hillary Curran:
• LinkedIn: https://www.linkedin.com/in/hellohillary/
• Guru: https://www.linkedin.com/company/getguru/

Where to find your host, Ken: 
• LinkedIn: https://www.linkedin.com/in/kenbabcock/
• Twitter/X: https://twitter.com/bigredbabz
• Change Enablers, a community by Tango: https://www.tango.us/change-enablers-community
Like what you heard? Subscribe, leave us a review, and let us know who in Operations and Enablement should be our next guest.

We’d run late to just about any meeting for five more minutes with Kristin Kaiser Mulligan, Chief Operations Officer at Heard (previously Uber and Lime). With experience at Series A, B, C, *and* D startups, Kristin is a Swiss army knife of an operator. 

In her 10+ years as an Operations leader, Kristin's managed global business strategy and execution, partnered with executive teams to develop and implement company-wide policies and OKRs, opened new markets, and much more.

On the latest episode of Change Enablers, Kristin and Ken (previously Uber) go beyond their shared history of transforming how people get from Point A to Point B and dig into seven tactical tips to build a learning organization. 

In this episode, they discuss: 
• how to approach learning differently
• when to centralize vs. decentralize learning
• how to incorporate a hybrid approach
• tactics to double down on (better) documentation
• embracing healthy competition internally
• why hoarding knowledge is bad for your company and bad for you

Where to find Kristin Kaiser Mulligan:
• LinkedIn: https://www.linkedin.com/in/kristinkaiser/  
• Heard: https://www.linkedin.com/company/joinheardinc/

Where to find your host, Ken: 
• LinkedIn: https://www.linkedin.com/in/kenbabcock/
• Twitter/X: https://twitter.com/bigredbabz
• Change Enablers, a community by Tango: https://www.tango.us/change-enablers-community
Like what you heard? Subscribe, leave us a review, and let us know who in Operations and Enablement should be our next guest.

With a casual (we're joking) 20 years under his belt building community programs at B2C and B2B companies and nonprofits, Joshua Zerkel is leading the charge on how to create community programs, bring like-minded folks together, AND get your power users to work for you.

At Asana and previously Evernote, he's responsible for the creation, implementation, and success of their global community programs. If you've ever considered building community but not sure where to start, kicked one off but feel like you're at a standstill, or thought about ways to take some of the enablement burden off of your Support and Ops teams, this one's for you.

In this episode, we discuss: 
• how to source high-quality information for education
• ways to enable your community with the right knowledge to help others achieve the best results
• the long-term effects of customer and community enablement and involvement
• creative ways to get customers more deeply involved with community and knowledge sharing
• catering to shorter attention spans by creating shorter content
• identifying what types of content to create and what resonates best

Where to find Joshua Zerkel:
• LinkedIn: https://www.linkedin.com/in/joshuazerkel/
• Asana: https://asana.com/

Where to find your host, Ken: 
• LinkedIn: https://www.linkedin.com/in/kenbabcock/
• Twitter/X: https://twitter.com/bigredbabz
• Change Enablers, a community by Tango: https://www.tango.us/change-enablers-community
Like what you heard? Subscribe, leave us a review, and let us know who in Operations and Enablement should be our next guest.

As the Senior Supervisor of Learning Systems & Development at Lucid Motors, Ryan Kruger has a mouthful of a job title—and a lot to say about electric luxury sports cars, heavy metal, and local libraries (see if yours has a 3D printer!). But his number one passion? Designing and delivering more effective learning solutions.

It’s worth tuning in, literally or figuratively, if you believe L&D has changed and is changing. If you’re struggling to deliver effective training, curious about user experience design, and tired of bouncing between knowledge management tools. And if your personal success hinges on 1) understanding the efficacy of your work, and 2) driving behavioral change.

In this episode, we discuss:
• What L&D is and isn’t
• How time-starved teams consume content 
• The ADDIE framework—and why “A” and “E” need more focus
• Evaluating L&D impact with the Kirkpatrick Model
• How Lucid Motors minimizes siloed work and maximizes knowledge sharing

Where to find Ryan Kruger:
• Lucid Motors: https://lucidmotors.com/
• Tango's Community: https://www.tango.us/change-enablers-community

Where to find your host, Ken: 
• LinkedIn: https://www.linkedin.com/in/kenbabcock/
• Twitter/X: https://twitter.com/bigredbabz
Like what you heard? Subscribe, leave us a review, and let us know who in Operations and Enablement should be our next guest.

Whether you’re interested in the path from chemist to Chief Operating Officer, where to go in a zombie apocalypse (scuba diving, obviously), or how to travel the world on a dime, Travis Cormier is your guy.

Starting as a freelance writer for 10xTravel to becoming the company's COO, Travis is all about process, improvement, and implementation. One area he's most passionate about: making your job easier. If you've ever felt like the majority of your time at work is eaten up with repetitive tasks, taking you away from more valuable work, you won't want to miss the framework he came up with for a company-wide task and process audit.

Whether you’ve had a colleague or direct report share that they have too much work but can't identify what that is or you’re a business leader who realized that it's time to take some work off of your plate, you'll take a lot away from this episode.

In this episode, we discuss:
• The most underrated Operations function
• People as primary motivators
• Travis' process and task audit process and the positive results he's seen at his company
 • Relatability as the key ingredient for building processes (building something that anyone can do, not just one person)
 • Why more people should adopt the mindset to make your job easier, not harder (and why that's ok)
 • The future of Operations
 • How Travis uses Tango in conjunction with other tools like Notion for just-in-time knowledge transfer and training

Where to find Travis Cormier:
• LinkedIn: https://www.linkedin.com/in/travis-cormier-4b168049/
• 10xTravel: https://10xtravel.com/

Where to find your host, Ken: 
• LinkedIn: https://www.linkedin.com/in/kenbabcock/
• Twitter/X: https://twitter.com/bigredbabz
• Change Enablers, a community by Tango: https://www.tango.us/change-enablers-...
Like what you heard? Subscribe, leave us a review, and let us know who in Operations and Enablement should be our next guest.

Brittany Soinski, otherwise known as the Captain of Onboarding Awesomeness, has served as a trusted advisor to several CS organizations over the last 10 years. She has a special passion for building best-in-class customer onboarding programs from the ground up, which is exactly what she’s busy doing as a Manager of Onboarding at Loom, the video and screen recording software we and probably a lot of our listeners use daily.

At Loom, she takes a consultative approach to onboarding that extends to two distinct groups: the internal CS team and Loom's customers. Notable projects include re-architecting the Sales to CS handoff process, creating a comprehensive change management toolkit, and being emcee and webinar presenter every single week.

In this episode, we discuss:
• internal enablement and why it's the most underrated Operations role
• redesigning customer onboarding programs
• Brittany's framework for human-centered design: empathize, define, ideate, prototype, test
• getting buy-in through feedback loops
• async vs. synchronous communication
• when to use Loom vs. when to use a Tango vs. when to hold a meeting

Where to find Brittany Soinski:
• LinkedIn: https://www.linkedin.com/in/brittany-soinski-83a70056/
• Loom: https://www.loom.com/

Where to find your host, Ken:
• LinkedIn: https://www.linkedin.com/in/kenbabcock/
• Twitter/X: https://twitter.com/bigredbabz
• Change Enablers, a community by Tango: https://www.tango.us/change-enablers-community
Like what you heard? Subscribe, leave us a review, and let us know who in Operations and Enablement should be our next guest.