An interview with Tatiana Mamut

The ability to collaborate and collaborate well is more important than ever. Here are three skills to boost your collaborative power


Tatyana Mamut is a Silicon Valley leader and transformative entrepreneur whose career has taken her to Amazon, Salesforce and beyond. Currently senior vice president of new products at software company Pendo, Mamut appreciates the impact that new innovation can have on a population. She remembers being in Kenya in 2008 when M-Pesa, one of the first mobile money transfer apps, took off.

“It completely changed the way I think about value, transactions and mobility. It seemed like an entire nation had ditched its cash and transferred it to its digital wallets on its Safaricom mobile phones almost today. overnight, ”she said.

She balances her enthusiasm for new innovative technologies with a strategic mindset that seeks to derive real value from new products. Simply adopting the next “shiny object” to do something new is not enough.

“Businesses should have a digital adoption strategy tied to any new software deployment. We are seeing a shift from companies buying more software to investing to get the most out of the software they have. When you integrate training and compliance into your deployment plan and then measure usage and engagement over time, you can ensure the ROI of your software purchases. “

Pendo is a sponsor of Simpler Media Group’s Digital Workplace Experience summer event, which takes place online on July 15. Mamut will be presenting a breakout session during the event. We spoke with Mamut about how to foster a healthy partnership between IT and HR, employee engagement in a remote or hybrid work environment, and why instant feedback is the most actionable feedback. for your organization.

“Fundamentally, HR and IT solve the same problem”

Simpler Media Group: How Can Organizations Get Honest Employee Feedback on Employee Experience? What are the main barriers to getting honest feedback?

Tatiana Mamut: In my experience, the best type of feedback is instant feedback, as it is likely to be more honest and relevant. For example, we interviewed business process managers. They often deploy a business process and then a few weeks later [they] send out a survey or organize focus groups to find out if the process was an improvement or not. But over the past few weeks, the company has missed the opportunity to gather real-time feedback on when to transition. This is interesting but not very useful if weeks go by between the process change and the feedback on that change. We need to speed up our feedback loops.

Net promoter scores or employee engagement surveys are also useful for truncated comments. At Pendo, we use a combination of quarterly and weekly Pulse eNPS surveys through our employee engagement platform, as well as a “Ask Me Anything” with our CEO during our bi-monthly public meetings.

SMG: How to engage employees on digital platforms rather than overwhelm them?

Mamout: This is a real problem. We’ve seen the number of apps used by employees skyrocket. The average employee today uses 15 apps, but feels less aligned with their business goals, and only one in three employees say the apps they use are rewarding and easy. At the same time, traditional software training leads to L&D and Zoom fatigue, and 70% of the content taught in a training course is forgotten within 24 hours.

In the world of employee engagement in apps, less is often more. A surgical approach to getting the right message to the right employee in the right application at the right time is much better than a full library of static documents and tools that employees have to sift through.

We need to deliver the right messages to employees at the right time through product integration and simple nudges in contexts where and when people are actually trying to get the job done.

SMG: What does a healthy and productive partnership between HR and IT look like? What does an unhealthy look like and how can you start to fix it?

Mamout: Basically, HR and IT solve the same problem: how to make employees more productive and competent at their jobs. There are three well-known components to this problem: people, processes, and technology. Traditionally, HR has focused on people and IT over technology, unfortunately often in silos. The more IT and HR can work together to create a holistic approach to co-designing people, processes, and technology, the more productive the business will be.

Tatiana Mamut: "The more IT and HR can work together to create a holistic approach to co-designing people, processes, and technology, the more productive the business will be."

SMG: What soft skills will remain relevant as technical and technical skills become more important for so many jobs and employees?

Mamout: Innovation cannot happen without creativity, communication and compelling storytelling. These [competencies] are as important – or perhaps even more important – than ever. Remember that computers are good at calculating quantitative data or doing math work by rote. But we know that what really drives growth and value is innovation – that is, interpreting quantitative data, uncovering the information behind that data, and the ability to tell a story. on a solution that will drive growth and value for employees and customers. .

SMG: Is it more or less difficult to engage and train employees in remote or hybrid work environments? What advice do you give to HR / IT teams in transition to these new ways of working?

Mamout: Businesses that have moved from physical offices to digital workplaces should ask themselves questions such as:

  • How do you integrate new employees when many of them will never show up to the office?
  • How to involve them in collaborative workflows?
  • How do you provide them with real-time context and support when they can’t get to a colleague’s office for help?
  • What is the experience like when their boss is in eight time zones and they need to finish something quickly?

From onboarding to new workflows to retraining after promotion, companies need to consider all the ways in which employees have sought to support each other in physical environments, but in a digital context. ‘first or only digital.

Claim your free pass for the Digital Workplace experience here.

The events team at Simpler Media Group, publisher of CMSWire and Reworked, strives to inform our readers and our community about our two conferences, the DX Summit and the Digital Workplace Experience. Find out everything you need to prepare for two of the top tech events.

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