In this Coach’s Corner, our CEO, Dan McCann, sat down with Ethan Adshade, Senior Director of Global Enablement at Ticketmaster, to discuss how world-class coaching systems are built and why philosophy must come before technology.
Together, they dive into:
- Why coaching should be a core part of enablement, with organizations focusing not only on delivering coaching but also on developing the coaches themselves and measuring their impact.
- Why effective coaching needs to go beyond scorecards and compliance by considering the context of the business, the customer experience, and the human side of every interaction.
- How data, AI, and technology can help identify coaching opportunities at scale while still requiring human coaches to provide context, judgment, and meaningful development.
- Why organizations should define their coaching philosophy and desired outcomes before choosing technology, and how taking a punitive approach to coaching can create a stronger environment for growth.
