Company: Alteryx Company background: The Alteryx Analytics Automation Platform delivers end-to-end automation of analytics, machine learning, and data science processes that accelerate digital transformation. Contact: Trey Waddell Title: Senior Manager, Community Development & Operations Related URLs: https://community.alteryx.com/?category.id=external Kudos Category: Best-in-Class: Community 1. Describe the organization's objectives in launching a community. What is the use-case and purpose of your community? Do you use your community for support, enablement and learning, marketing awareness, customer success, driving sales, product innovation, etc.? Has the community charter evolved in any way since launch? At Alteryx, we believe that Analytics is for All! Focused on customer enablement and success, the Alteryx Community was launched in 2015 and has created an ecosystem with robust programming where everyone – from analytics and data science experts to students and career changers – can thrive. To support our growing community at scale, we’ve strategically aligned community programming and initiatives across the different phases of the customer life-cycle. This methodology has helped the team remain focused on what will truly drive engagement and deliver value to the business. Everything we do, and have done, in Alteryx Community can be mapped to a stage in the customer lifecycle. Pre-2020, we focused almost exclusively on post-sale alignment. In the years since, we’ve made significant investments to enable the discovery of Community across all stages of our customer’s journey. Look at our journey from day one. You can see how we’ve expanded our offerings over time and start to get an idea of how we’ve built programming around the customer journey – while always maintaining a priority focus on the content and programs designed to drive product adoption and empower our members to take the lead. Our content program is full of wickedly cool, engaging content including our Podcasts (two!) that focus on Data Science and Analytics culture and have been heard over 170,000 times by listeners around the globe. We consistently spotlight our Community members on our podcasts and blogs, produce video content that enables Alteryx knowledge and encourages active Community membership. The Alteryx Academy available on the Community is a go-to for our users looking to upskill through interactive lessons and our Certification program that has granted over 313,000 Alteryx Core Certifications helping users around the world advance their careers. 2. Tell us about how you are using your community and how you made it happen. Did you get executive/business/stakeholder buy-in? What was your process to gain this buy-in? How have you achieved cross functional support, added stake-holders and increased organizational adoption? Much of the success of the Alteryx community can be contributed to support from the top-down. Both our previous and current CEOs have always been huge believers in what we do – and have provided us with limitless opportunities to be creative in how we support and engage with our customers. By providing continuous transparency into the success of our enablement programming, we’ve been able to sustain this stakeholder buy-in and have positioned the Alteryx Community as a cornerstone of our business. To be clear, while executive buy-in is imperative to the success of a community, in tandem, the investment we’ve made in the people running the community has been key to our success. Carefully curating new hires with true community experience who also are a great culture fit has led Alteryx to have an award-winning community team that leverages individual strengths and experiences to continue to take the community to the next level. We now have best-in-class Community Management expertise, an in-house platform and operations team, and focused program owners, which allows our Community to always be evolving and at the cutting- edge of implementing customer- focused improvements, time saving integrations, and innovative programming that other communities aspire to emulate. In late 2021, the team undertook an ambitious goal to integrate the end-to-end user groups experience within the Alteryx Community. Instead of purchasing a new events platform, we chose to build a true self-service experience directly on Khoros, combining the power of Group Hubs and Events. Alteryx User Groups are independent volunteer organizations created for users, run by users and supported by Alteryx. Prior to introducing Khoros events and migrating to Group Hubs, the online engagement and event hosting responsibilities were siloed across disparate platforms. The solution we implemented– solved this challenge by creating a one-stop shop for our volunteers to manage the end-to-end user group experience. Today, user group leaders have a single place to collaborate with their local communities AND host their local community events. From an operational perspective, in order to ensure we maintained the required tracking mechanics – we built an integration with Salesforce, that allows us to sync Registration and Attendee data in real-time, for further analysis and business insight. Last but not least, because Events are now hosted natively on Community, the robust engagement mechanics available (posts, likes, comments, RSVP buttons) are helping us tap into an entirely new audience – bringing what was once siloed offline into the online community fold. In fact we had our second highest quarter in history, much of which can be contributed to our User Groups and Events programming. At Alteryx, we take every opportunity to ensure Community has a seat at the table and our wins are highlighted across all departments which has enabled successful cross-functional relationships, thereby increasing organizational adoption and creating Community advocates throughout the company. Alteryx employees are a part of our member base, and it’s our job to empower everyone to lead through community. 3. What were the results? Tell us how it impacted your customer experience or the outcomes you seek as a business. Please include metrics if possible.
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Company: Alteryx Company background: The Alteryx Analytics Automation Platform delivers end-to-end automation of analytics, machine learning, and data science processes that accelerate digital transformation. Contact: Trey Waddell Title: Senior Manager, Community Development & Operations Related URLs: https://community.alteryx.com/t5/SparkED-Education-Program/ct-p/SparkED Kudos Category: Engagement for Good 1. Tell us how you are leveraging Khoros technology to drive a positive social outcome in your community (think: inclusive campaigns, filtering out hate speech, driving donations, etc.).
The Alteryx Community has hosted a variety of programs focused on driving positive social impact. Our ADAPT Program focused on upskilling people whose careers and lives were impacted by the pandemic by offering free training, a free Designer license, and an opportunity to get a certification from Udemy.
Our Community also supports the Alteryx SparkED program, which empowers all learners, across all areas of study, to develop the skills they need to question, understand, and solve with data. Through this program, learners are provided free Alteryx Designer licenses, learning resources, and access to career opportunities aligned to their data analytics skill set. With custom Community boards for SparkED, these users have access to onboarding resources, dedicated discussion boards for students, educators, and career changers, and a job board that provides opportunities for internships and analytics roles.
2. What are some initiatives, causes, cultural moments, or social justice movements that you’ve been able to support or be involved in using the Khoros platform?
The most exciting program we’re currently supporting is our Alteryx SparkED program. Alteryx SparkED grew out of Alteryx’s corporate social responsibility program, Alteryx for Good, and is aligned in both mission and the company values on empowering the next generation of data workers to address the global skills gap in data analytics. Customers are not able to hire this talent fast enough, and SparkED is dedicated to providing learners and educators with everything they need – from free software, teaching and learning resources, and certifications – so that they are prepared to up-level their careers.
Through Community/the Khoros platform, Educators have the option of joining a private Educator board, where they can collaborate, network, and share curricular resources with other educators across the globe. Students and our scholarship recipients can participate in the Student board discussions, where they can work with each other to solve problems. Career Changers can also participate in discussions and mentorship events designed to help them upskill and reskill themselves so they can go after roles they may have previously been looked over for. All of these boards also drive traffic to the Alteryx Academy, where all learners have the same free access as our general Community users to learn the Alteryx platform and obtain industry-recognized certifications.
The SparkED team has also leveraged the capabilities of Khoros/Alteryx Community to build custom content that is now integrated into the Alteryx Academy. Our Data Essentials curriculum modules aim to broaden the reach of potential data analytics learners by offering more up-front coursework to learners who are at the very start of their data analytics journeys.
Finally, the SparkED program has leveraged the Khoros platform to design the first-ever custom Alteryx Job Board. Leveraging a knowledge base, we have customized an experience so that hiring managers can post open positions, and learners can upload their resumes. By using labels, both resumes and job opportunities are searchable by talent level and region, optimizing the matching capabilities of the right talent and the right open positions.
3. What were the results? Tell us how this helped your team uphold brand values, drive brand trust with your audience, reach your goals, increase cost savings, increase efficiency, etc. Please include metrics and examples if possible.
The SparkED program aims to reach 1 million users by the end of 2025 – and we are well on our way. Currently, we have over 130,000 learners from over 45 countries participating in this program – and we are aiming to make sure all of those are leveraging the Alteryx Community to develop their skills in data analytics. We have integrated the role of Educator and Student into the SSO capabilities so that we can better determine which of our community users are part of the SparkED program. Over the course of the last year, we have seen increases quarter over quarter of both Educators and Students who are part of the community, and now 36% and 46% of students and educators, respectively, with those community roles have obtained their free SparkED licenses. We also now have over 358 members of the private Educator discussion board and plan on launching a private discussion board for our scholarship recipients over the course of the next year. As the program grows, we are excited to continue to build the SparkED space in community to include Zoom integration and Events capabilities. We will continue to capture metrics to demonstrate the long-term impact of this program on learners across the globe.
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Company: Alteryx Company background: As a global leader in analytic process automation (APA), Alteryx unifies analytics, data science and business process automation in one, end-to-end platform to accelerate digital transformation. Organizations of all sizes, all over the world, rely on the Alteryx Analytic Process Automation Platform to deliver high-impact business outcomes and the rapid upskilling of their modern workforce. Contact: Trey Waddell Title: Senior Manager, Community Development & Operations Related URLs: https://community.alteryx.com/?category.id=external Kudos Category: Best-in-Class: Community The last year has been an unprecedented year for many reasons, and the Alteryx Community proactively undertook several initiatives to help our customers and the wider analytics community. First, we launched the Virtual Solution Center (VSC) on the community. The VSC provides free consulting sessions to Alteryx customers and prospects from a team of over 100 engineers and architects. Year-to-date, we've had over 3826 sessions booked by clients through the community. In addition, Alteryx rolled out the ADAPT (Advancing Data and Analytics Potential Together) program, offering free software licenses, training and in-demand certifications via the Alteryx Community to people who found themselves out of work due to the COVID-19 pandemic. To date, we've up-skilled over 13,500 individuals across more than 155 countries, with over 660 of those folks achieving core certification. These accomplishments have all the hallmarks of effective teamwork and laser focus on the end user community. One thing that makes Alteryx unique is that the executive team (up to and including the CEO) has been incredibly supportive since day one and continues to preach the importance of a vibrant community. That support shines through in the consistently high outcomes in critical Customer Success and Support KPIs: 85%+ support case deflection rate, 80%+ resolution rate (#1 across Khoros communities), and 75%+ global CSAT score among users. Further, the Alteryx Community has proven to positively influence new and expanding business goals in Sales & Marketing. Finally, the Alteryx CommuniTEAM takes care of it’s own. Over the last year, our growth strategy has allowed us to hire a dedicated Community Operations Analyst to analyze community data, and provide it to our various community teams to make informed decisions. We also recently hired a Program Manager dedicated to managing our ACE (Alteryx Certified Expert / Super User program), as Alteryx knows the value of such programs. We also secured 7 promotions across our Community team, and continue to both hire from within and promote internally by up-skilling members of the Community team. The Alteryx Community truly exudes the meaning of community. Coming together, working towards a common goal, supporting others, and giving back.
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