Sign up to save your podcasts
Or
Share S2 Ep 8 | Mind the Adoption Gap
Share to email
Share to Facebook
Share to X
Share to email
Share to Facebook
Share to X
Or
S2 Ep 8 | Mind the Adoption Gap
In Series 2, Episode 8, Angus and Pete explore the critical challenge of technology adoption in customer engagement: simply launching tools isn't enough. By examining human psychology and the "Technology Acceptance Model," they provide a roadmap for turning hesitant users into champions, ensuring long-term ROI and customer retention in the subscription era.
**The Subscription Risk Shift:** Modern subscription models have shifted financial risk from customers to vendors, making churn inevitable if value isn't realized. True adoption requires moving beyond technical onboarding to "user adoption," where agents emotionally buy into features and integrate tools into daily workflows to prevent failure.
**Overcoming "Button Shock":** Change fatigue and "button shock"—the paralysis caused by complex interfaces—lead 45% of agents to avoid new tech. Success relies on the Technology Acceptance Model: users must perceive the tool as useful and easy to use, or they will retreat to legacy systems.
**The Personal Trainer Approach:** Ditch marathon training sessions for bite-sized, "just-in-time" learning milestones. Like a personal trainer, vendors should set collaborative goals and use in-app nudges—which can boost retention by 300%—to build user confidence and celebrate incremental progress throughout the entire software lifecycle.
**The "Sense and Respond" Loop:** Don't wait for a customer to leave to address poor adoption. By using usage analytics and NPS as "early warning flags," organizations can sense disengagement before it turns into churn. Leadership must also lead by example, as agent adoption rarely exceeds that of supervisors.
**Community and Flexible Pricing:** Fostering internal communities allows agents to learn together rather than complaining about new systems. Simplifying licensing and offering flexible, outcome-based pricing models removes commercial barriers to adoption, making it easier for businesses to justify costs and for workers to successfully operationalise the technology.
View all episodes
By The Angus & Pete ShowIn Series 2, Episode 8, Angus and Pete explore the critical challenge of technology adoption in customer engagement: simply launching tools isn't enough. By examining human psychology and the "Technology Acceptance Model," they provide a roadmap for turning hesitant users into champions, ensuring long-term ROI and customer retention in the subscription era.
**The Subscription Risk Shift:** Modern subscription models have shifted financial risk from customers to vendors, making churn inevitable if value isn't realized. True adoption requires moving beyond technical onboarding to "user adoption," where agents emotionally buy into features and integrate tools into daily workflows to prevent failure.
**Overcoming "Button Shock":** Change fatigue and "button shock"—the paralysis caused by complex interfaces—lead 45% of agents to avoid new tech. Success relies on the Technology Acceptance Model: users must perceive the tool as useful and easy to use, or they will retreat to legacy systems.
**The Personal Trainer Approach:** Ditch marathon training sessions for bite-sized, "just-in-time" learning milestones. Like a personal trainer, vendors should set collaborative goals and use in-app nudges—which can boost retention by 300%—to build user confidence and celebrate incremental progress throughout the entire software lifecycle.
**The "Sense and Respond" Loop:** Don't wait for a customer to leave to address poor adoption. By using usage analytics and NPS as "early warning flags," organizations can sense disengagement before it turns into churn. Leadership must also lead by example, as agent adoption rarely exceeds that of supervisors.
**Community and Flexible Pricing:** Fostering internal communities allows agents to learn together rather than complaining about new systems. Simplifying licensing and offering flexible, outcome-based pricing models removes commercial barriers to adoption, making it easier for businesses to justify costs and for workers to successfully operationalise the technology.