Challenge
Global customer-facing teams needed practical tools to internalize the Microsoft Customer Engagement Methodology (MCEM) beyond conceptual training. Existing materials focused on frameworks and stages but did not consistently translate into observable, coachable behaviors in customer interactions.
Approach
Co-developed interactive simulations, facilitator guides, and role-aligned enablement assets that helped teams practice MCEM application through realistic scenarios and structured practice.
Scenario-Based Learning Development
- Designed interactive simulations that allowed teams to rehearse customer engagement best practices in realistic deal contexts with meaningful consequences for decisions.
- Modeled critical stages of MCEM (e.g., discovery, solutioning, validation) as branching scenarios to surface tradeoffs, risks, and recommended practices.
- Integrated reflection and debrief prompts so learners could connect their choices to MCEM principles and desired customer outcomes.
Role-Aligned Enablement Assets
- Created activity maps that translated MCEM stages into specific, observable actions for different field roles (e.g., account executive, solution architect, customer success).
- Authored facilitator guides to support instructor-led and virtual workshops, including learning objectives, timing, discussion prompts, and assessment cues.
- Defined performance indicators and coaching questions to help managers and facilitators evaluate application of MCEM behaviors in a consistent way.
Accessibility and Inclusive Design
- Participated in design reviews and testing to ensure simulations and supporting materials met accessibility standards (e.g., keyboard navigation, alt text, captions).
- Structured content to support diverse learner needs, including varying levels of experience, language considerations, and use of assistive technologies.
- Incorporated feedback from accessibility and localization reviews into iterative improvements to maintain compliance and usability.
Cross-Program Alignment
- Aligned MCEM in Action assets with related initiatives such as "MCEM Foundations" and "MCEM for You," ensuring shared language, behaviors, and success metrics.
- Collaborated with field enablement leads and subject matter experts to ensure scenarios reflected real deal patterns, governance expectations, and business priorities.
- Ensured learners experienced MCEM as a coherent end-to-end methodology rather than isolated training events.
Outcomes and Evidence of Impact
- Enabled practical application of MCEM by giving learners a safe environment to rehearse critical customer conversations and see the consequences of their decisions.
- Provided managers and facilitators with structured tools to observe and coach MCEM behaviors in a repeatable, scalable way.
- Maintained accessibility compliance and inclusive design practices, supporting adoption across diverse regions and learner profiles.
- Improved cross-program consistency so learners encountered the same core MCEM principles and behaviors across foundational training, applied simulations, and role-specific enablement.
Tools & Platforms
Seismic Enablement Cloud, Microsoft Teams, Articulate Storyline 360, Microsoft PowerPoint, Adobe Photoshop, Microsoft Dynamics 365 Sales (Customer Relationship Management), Microsoft Power BI
Key Capabilities Demonstrated
Simulation design, behavior and activity mapping, facilitation and coaching support design, accessibility and inclusive learning implementation, cross-program integration, instructional design