The problem
A disconnected knowledge ecosystem
For Jenna Siegel, Senior Director of Revenue Enablement at InMoment, enablement is more than just training. It’s about arming teams with the right knowledge, at the right time, in the right place.
Her journey into enablement wasn’t conventional. She started as a German literature professor, later pivoting to corporate learning after experiencing firsthand the frustration of working in a call center without access to the information she needed. That experience shaped her belief that training alone isn’t enough—knowledge must be accessible when and where employees need it most.
At InMoment, she and her team faced a perfect storm of challenges. An acquisition had left them with two sets of learning systems and a fragmented approach to content management. Their existing content management system (CMS) was failing them.
“We deploy training, we get great feedback on it, but then where does that information live after the training is done? People weren’t going back to our LMS. The CMS was a dumping ground, and we had no analytics to track adoption.”
The key challenges included:
- A failing CMS: It lacked governance, was difficult to navigate, and wasn’t being used.
- Low content adoption: Teams struggled to find and use the materials they needed.
- No analytics: There was no clear way to measure engagement with training and resources.
- Siloed knowledge: The Customer Success and Services teams did not have access to the CMS.
- Reinforcement gap: Reps would complete training but had no way to quickly reference key concepts later.
Jenna’s team knew they needed a solution beyond static learning management. They needed a tool that brought knowledge into the flow of work.
“We were deploying training, but we weren’t reinforcing it. Our reps weren’t going back to the LMS, and our CMS was too messy to be useful. We needed a system that made knowledge part of everyday workflows.”
