Customer story • 6 min read
Braze is a leading comprehensive customer engagement platform that powers interactions between consumers and brands they love. With a culture deeply rooted in curiosity and continuous learning, Braze invests heavily in the development of its global workforce.
1,500+
New York, NY
10
For Madelyn O’Neil, Senior GTM Enablement Program Manager at Braze, transitioning from a career in Sales to Enablement revealed a glaring data gap. In Sales, success is binary: you hit your number, or you don't. In Enablement, the impact of work is often harder to quantify.
Before integrating Epoch into their GTM workflow, the team struggled to correlate performance with training. When managers reported that their teams didn't understand a new product or process, the Enablement team had no way to verify if those representatives had actually attended the training.
"We were kind of flying blind," O'Neil explains. "We would just go build more enablement. We were recreating the wheel every time we needed to train one person because we didn't know they just didn't show up the first time." This led to the GTM team often wasting valuable time making new training resources, when the employee really just needed better communication and access to past and future training resources.
Additionally, managing logistics for a global sales team of over 600 employees was creating "calendar clutter". To accommodate global time zones, the team had to send multiple calendar invites for the same session, forcing sales reps to decline irrelevant times manually—adding noise to the calendars of busy sellers who need to focus on customers.
Braze needed a solution that provided robust tracking without introducing "tool fatigue" to a sales team already using Salesforce, Gong, and Seismic.
Because Epoch was already being successfully used for Braze’s company-wide employee experience events (like holiday parties and ERGs), adopting it for Enablement was seamless. There was no change management required; the sales team already knew how to use it.
By centralizing GTM events on Epoch, the Enablement team has transformed how they operate and how they report value to leadership.
The "black box" is gone. Leadership can now view dashboards to see exactly who is attending critical training. "It’s a waterfall effect from leadership downwards," says O'Neil. "If a manager says their team doesn't understand a topic, they can look at the data and say, "Look, you didn't show up. Go watch the recording first."
By allowing global reps to opt-in to sessions that fit their specific schedule—rather than assigning them a mandatory slot based on their home office—Braze has seen an uptick in attendance. Reps feel their time is respected, and the "calendar noise" has been eliminated.
With data on RSVPs, attendance, and post-event sentiment all in one place, the Enablement team can push back on ad-hoc requests. They can now prove when teams are inundated and strategically prioritize training, moving from order takers to strategic advisors.
Senior GTM Enablement Program Manager at Braze
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