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Vitally Workshops: Building Your Forecasting and Renewal Process","preloadPreference":null,"progress":1.0,"protected":false,"projectId":9032180,"seoDescription":"a Vitally Workshops Folder video","showAbout":true,"status":2,"type":"Video","playableWithoutInstantHls":true,"stats":{"loadCount":3802,"playCount":741,"uniqueLoadCount":1826,"uniquePlayCount":559,"averageEngagement":0.234724},"trackingTransmitInterval":51,"liveStreamEventDetails":null,"integrations":{"hubspot_v2":true},"tagManager":true,"captions":[{"language":"eng","text":"Hello. Welcome to Vitally workshops. I'm Rachel Sheldon, product marketing manager at Vitally.\n\nAnd I'm Parker Moore, head of customer success at Vitally.\n\nAnd in today's workshop, we are going to talk about building your forecasting and renewal process in Vitally. So some of the of the tools you're going to need to complete this are segments, custom traits, key roles, playbooks, activity templates, cards and decks, and dashboards.\n\nAnd so now I will hand it off to Parker to talk us through the agenda and go through this workshop.\n\nGreat. Thank you, Rachel. So some of the items that we are going to cover, we are first going to go into your audience considerations.\n\nAnd again, what that means is get who is going through this particular process from a customer perspective and then also who on your team is owning this process end to end. The second thing is we'll identify all of the different data points that you're going to need to bring into the tool. A lot of them coming from probably your CRM and wherever your revenue data lives. Third thing is we'll dive into all of the different activity templates that you are likely going to need and leverage throughout this period of time.\n\nAnd then we will bring it all together with playbook automation and show you some kind of sample playbooks that you're likely going to want to emulate and build out for your unique instance of how you wanna handle this. And then the last thing is we're gonna hop into some visuals and some reports and not only kind of track we're tracking kind of the performance from a renewal perspective, but also how we will do the critical action of forecasting from an account management perspective. How are we getting ahead of these things how are we calling or forecasting? How are we conducting that in the tool?\n\nSo\n\nwith that, I'm gonna hop into Vitally and we will start with audience. So it's always the first thing that we recommend is going into segments and making sure that we have an account segment to kind of capture the customers that are in kind of that renewal window period of time. And so what I have here, I have these segments. This is probably important as well.\n\nParticularly when this is like a commercially minded renewal focused process that we're building out. We wanna make sure that if if we do look at customers different based on tier, that those things get represented within segments. But then beyond that, we wanna make sure that kind of each stage of the customer journey is reflected here as well.\n\nWe have onboarding, we have adoption and then we also have something called growth, which is more focused kind of on sometimes the commercial aspects of it, but just kind of like and increasing growing utilization of the platform and, you know, increasing in usage and also in spend and things like that.\n\nWhat I'd call out here is like some customers don't have like a separate kind of renewal segment. Sometimes they just lump that all into growth. The way that we handle that and the way that I typically recommend is to have those three distinct categories and then, you know, whatever your renewal window is, usually it's ninety days or maybe like one hundred and twenty days for annual agreements is to have kind of a renewal segment where you may not remove somebody from the other segment that they're in, but you might just kinda add this as an additional tag. And so I'll kinda talk about that when we get into playbooks, but You don't have to necessarily be like so so binary with this.\n\nYou know, like, meaning, hey, if they're still in onboarding and then now we need to have a commercial conversation, you have a decision to make, whether you want to kinda like drop them from onboarding and then just only have them in renewals or or whatnot. So I'll kinda talk through a couple different options for you, but just wanted to mention So that's the first thing doing that at the account level. And then as always, the other thing that you're gonna wanna make sure that you do is at a user level.\n\nThat you are tracking. Again, this is up to you, but maybe you want to track kind of the decision maker at the account. You can certainly do that at like a user trait level but always an option to just add a segment where you drop in those decision makers here, right here. The other thing that I'd mentioned is key roles.\n\nSo if the CSMs kind of own the renewal process, wonderful. If you know the account executive does, that's fine too. But if you have kind of a custom role commercial manager or renewal manager or an account manager, you're gonna wanna make sure that that role is represented, that you build that in, vitally, and then you map it with your strategy. So whether you want Vitally to do the assignment, that's totally fine, or if you want that mapping to happen outside of Vitally, you can do that through, you know, Salesforce or HubSpot, like whatever is is setting that person on the account.\n\nBut if you don't want to do that, we'll kind of walk through in the playbooks how you can assign a key role directly in, by the way.\n\nSo that is the audience perspective. Now let's hop into the data. The first thing that you're going to want to make sure that you've done and likely you have is set up your life cycle tracking.\n\nSo your life cycle tracking is is essentially telling us a few things. It's it's declaring for us like what trait has the revenue. You know, what's the field that we should be looking at to say, like, This is how much they're spending.\n\nAdditionally, you're telling us like what tells us this customer is an active paying customer. And then also once you get down here, you can tell us what trait is telling us the today that the agreement renews or that their current subscription period is ending. So those are the key fields we're gonna need to make sure that we have access to. If these are all blank, then that's step one.\n\nYou need to make sure that you go ahead and and get these in here. We have help docs to kind of talk through this. You can also let us know if you have any questions or concerns. The other thing too that is is related to this but is setting up your churn rules as well.\n\nYou might wanna make sure that you're doing that. This is just simply what is a customer that used to be paying but is no longer paying. You want to go ahead and make sure that those rules are represented. That's that's the first piece.\n\nThe second piece is making sure that you have all of the correct data coming from your connected integration that that tells you, you know, all of the renewal details and opportunity details and things like that. So in this case, I just have Salesforce, but, you know, it could be in HubSpot, it could be in another system.\n\nBut from a, let's say it's Salesforce perspective, we're gonna wanna make sure that we're going in and that we're pulling in the the correct traits from Salesforce at the account level, but then you also might be an organization where you spin up an object or an opportunity or a deal record in your CRM to handle these things. And if that's the boat that you're in, you're gonna wanna make sure that you go into custom objects and you map that in this case an opportunity from Salesforce or a deal from from HubSpot to kind of pull that in and then you're gonna wanna make sure that you pull in all of the relevant details and and traits and things like that. So that is if you wanna make sure that your your custom objects or your opportunities or your deals are represented in Vitally.\n\nNow the other thing that I'd mentioned is there are some tricks that we need to make sure are in the tool that probably are are not necessarily. And so this is just our our help docs. You can access this at at any time, but this probably does a better job than me remembering every single one of these that explains what we're going to need. And so I'll briefly touch on this.\n\nKinda up here. We kinda talk through the the piece that I just touched on, but down here, we have the custom traits to create usually these are the ones that we wanna make sure get represented. The first one is just a trait, you know, called like forecast or forecast category or something like that. And then this is again just the rating classification on their likeliness to renew.\n\nSo you can customize this as much as you'd like. You can call these whatever you want. You know, I just give some example values here. The next one is usually some type of trait for the renewal stage.\n\nSo again, this will be custom to you, but there's probably a linear progression that the customer moves through when they enter a renewal window where you send a notice, where you start communicating, where then you move to negotiations, where then you start to put this on paper, and then you finalize it. Right? So you can map out all of your different renewal stages in that particular trait. The next one is just a very simple date trait called like renewal notice sent.\n\nWe like to build that. And then tie it to automation so that as soon as we send the initial email saying like, hey, you're renewing on this particular day. We stamp this date and we automatically update the renewal stage to notice set. So then we know that at least that email has been communicated.\n\nThe next one is like forecast notes. So similar to up here, have an additional kind of like a a text box area where you can start to like allow your AMs, your CSMs to just give like a a long form explanation of where things stand. You also might think about adding like a separate field for like the renewal next step. Like, what is the tactical next thing that we need to execute?\n\nAgain, you don't have to. You could put that all in forecast notes, but we we see that a lot of times. And then lastly, maybe you want some type of renewal delta so that you can track What is the difference between what they're paying now and what they're going to be paying as part of this proposed agreement? So whether that is in addition on top of what they're paying right now or whether it's contraction.\n\nSo you can use that renewal delta to see that you can quickly kinda capture in a given month, in a given quarter, how much expansion and contraction are you currently forecasting. So those are the traits that you're probably gonna want to add. Now, you go into Vitally, you go into custom traits, you need to start building them here. That's where you can go ahead and build that.\n\nNow,\n\nhopping into activities.\n\nSo the first thing that I'd recommend, go into projects, go into project categories and then add a renewal category where you can house all of your different renewal projects and then you can start to build kind of that templated approach to your renewals. So in this example, I just have kind of one way where like, you know, your milestones are gonna be different. It's gonna be totally custom, but It's it's just like here is commercially what needs to happen, here from like a, you know, QBR or from a value perspective, like what ROI needs to get dictated. You know, from a contractual perspective, here's what has to happen.\n\nJust map out everything here, just like the linear set of steps, make sure that you have the correct people assigned. And then the other thing that I'd call out is You may, no matter what you're forecasting, whether you're forecasting expansion, or churn, you may have the exact same approach. Where no matter what, these are the set of steps that we need to do and we need to execute. If that's the boat that you're in, I would just recommend creating one renewal project.\n\nIf however based on the forecast category, you would have a different strategic approach to those renewals. I'd recommend something a little bit different. So let's say that if somebody's expanding the tasks will be completely different than if they are contracting or if you're forecasting churn. If that's the case, then kind of build your projects kind of by forecast category.\n\nSo if you kind of have an expansion motion, then you have kind of a contraction motion, and then like a churn mitigation motion, and then just kind of a no change renewal motion, you you'll have a bit more work, but kind of build the most robust one, and then you can just kind of clone the project and start to build the different variants of that. And then you'll you'll kind of have like the the broad robust categories of of different renewal types that that we'll pull from and then we'll kind of get into your playbooks and we'll use playbooks to kind of dictate what projects should get spun up.\n\nAnd I'll kind of talk through and kind of paint the picture picture for what that might look like. But just want to mention that. Now, That's the first piece, build out your projects. The second piece is your conversation templates.\n\nSo you might want a few here, but probably you have some messaging where it's like maybe to your scaled segment where it's just more alerting them that they're going to auto renew on a particular day. Great. You might have others where you're asking for a given call, just whatever messaging that you're consistently sending out, make sure that those live as conversation templates in here for use in automation.\n\nAnd then the other thing that you could think about is do you want to share anything? Do you want to kind of centralize information for the account in a particular place. If you do, then you can go ahead and build a doc template for that. So maybe you just use like the original success plan doc.\n\nMaybe you have a renewal doc where it has, you know, a link to the agreement. And I have my dog joining us. Welcome, Henry, everybody, where you have kind of a a grouping of, you know, like, the key details about the renewal and, you know, the key points of contact, you can think about that. You don't have to, but if you kinda wanna centralize all this information, feel free to do that with a doc.\n\nAnd then the last thing to think about are what are the calls? What are the touch points that have to happen during the renewal process? You probably have one overarching renewal call where you're aligning on all of the details, you start the commercial process, you wanna make sure that you have the note templates to kinda capture that those interactions took place.\n\nNow we're gonna move to automation kind of bringing this all together.\n\nSo this is an example of how you might think about branching where you have kind of your high touch accounts where it is a very managed process throughout renewals, and then you also have maybe a low touch or like a tech touch, where it's more just like you're letting them know that they're auto renewing. So as far as the the rules here, most likely this is gonna be pretty simple where you wanna make sure that it's yearly customers. It's not just like monthly customers.\n\nIf if you have that difference. And then, you know, if you've set up your life cycle tracking, the rules are gonna be really simple, where it's probably something like next renewal date is less than ninety days from hundred twenty days from now, whenever you wanna kick start back.\n\nSo that is like your criteria. You may have more, but it's probably gonna be something similar to this. Something fairly simple. And then the first thing you're probably going to do like add account to a segment, in this case, renewing, and then we're gonna split into three In this case, we're splitting based on ARR, but you could split off of any criteria that you would like.\n\nSo if we go down this path right here, you know, we're creating that account project that I already referenced where it's kind of the same project for everybody. Then we are starting a conversation with the account. We might update the stage to renewal and then we might just wait for a period of a few days to see if they've responded or not. And if they have not responded, we might go down one path and they have responded, then maybe we'll go down another path.\n\nBut the idea here is we'll just kinda work through the most important thing that's happening is that the the renewal has gotten spun up in this case. And what you'll notice is, again, like, as soon as that renewal date passes, they will then get removed from the renewal segment, the renewal plate that is the kind of satisfying criteria here.\n\nOne thing I wanna mention is let's say that you want stages to be mutually exclusive where you would not want somebody to be in like a growth segment or mature segment or an adoption segment or an onboarding segment and the renewal segment. If that's the boat that you are in, it's actually a very simple change. What you're gonna do is you're gonna go to kind of the other processes for those particular stages. So in this case, onboarding, where right now, this is my criteria where I'm just saying like onboarding completed data is not set, like whatever.\n\nAnd then I could add an additional rule where I say and, segment renewal, is not set. And then that will make it so that as soon as this playbook applies, meaning that their renewal days less than ninety days from now, it will automatically kind of drop off and out of all of those other segments. And then as soon as that is no longer true where they are no longer in the renewal segment, then that segment would get like reapplied. In theory.\n\nThat's kind of the way that that would work. But you don't have to do that.\n\nYou there's good reasons not to do that potentially, just because you have visibility into exactly where far the customer has progressed, but I just wanted to mention that. Now, one other thing that I'd also like to mention here is, let's say you're in the boat where you do have very different approaches with, you know, a churned customer or where you're forecasting churn or you're forecasting expansion where the tasks are completely different. And you've built out separate projects for those things. What you can do is just again kind of leverage branch logic where kind of in this flow I can go ahead and add a branch where it splits based on forecast category.\n\nSo I'll show you what that looks like right now. So I might just do an add add a rule, and add a split, in my branch would just be something like this where we go to forecast and maybe I do forecast is, you know, churn. And then I could keep adding additional branches for all of those other variations of the projects that I've created.\n\nAnd then that allows me to have kind of these contextualized approaches to that. The other thing that you might consider is how do you foolproof this? How do you make sure that they get set down the right path? Well, in this case, you need to make sure that that forecast is set. So I might add a wait here where we just wait here until the account matches specific rules. In this case, we just do like forecast is set or forecast is any of those options that I have those particular branches set up for.\n\nAnd then an additional way, if you're asking, okay, well, how do I full that to make sure that it is set. We don't just wanna wait for it to be set. We wanna make sure that the CSMs are doing that. We could add a task up here where it you know, sends a task to the CSM if that forecast has not yet been set.\n\nSo those are ways that you can kind of think about contextualizing it based off of the forecast and then what we're gonna hop into, next underneath visibility is kind of more robust forecasting. How do we make sure that those things are always set? Because it's just part of our motion. It's part of what we do.\n\nSo anyways, those those are kind of the key overarching playbooks that you're probably gonna wanna build. The other thing that I would mention is potentially during the stage one of the things that really matters is how are we acting on commercial opportunity with this account? So this is where maybe indicators comes into play. So the rules here might be really simple where it's like, cool.\n\nHey, this account, you know, their seat utilization is really high or whatever other signals there are for opportunity for you. You can build separate playbooks for those things to catch those things. Then maybe you start a particular conversation with the customer just asking, hey, click this button or do you want to have a negotiation or do you need more seats or whatever it is that you might want to say and then you can also create like an opportunity indicator that will kind of persist throughout the UI. It's this nice green blinking icon, and then you can build reporting on, hey, how many active opportunity indicators do we have right now?\n\nHow long have they been active? What's the revenue associated with them? All of those types of things. So that's what you can think about kind of doing and And the great thing about this is it doesn't necessarily have to be tied to the renewal window.\n\nThese things could in theory pop up at any given time, but we know for sure that if the customer is in the renewal window, this is going to be the most opportune time to have this transactional conversation. So we want to make sure that these things exist and kind of they're they're easily discernible across the team. So\n\nlastly, let's hop into the the concept of visibility. So what I mentioned right here is this this makes it really easy to to view this information and and act on it.\n\nThis is an example of what that might look like. So in this case, I definitely recommend creating, a set alone hub for like your sales and your account management function and kind of your renewal and, you know, your commercial function in Vitally.\n\nAnd probably these are the types of views that you'd wanna have. One of them might be growth opportunities where it's just filtered for all of those active indicators where it's kinda summing up you know, the the number of accounts that kind of fall into this criteria, and then I can go ahead and and choose what I want with that. But that's just one way that it's just very, very easy to get to this information.\n\nThat's kind of the first thing that you're probably gonna wanna make visible.\n\nThe second thing is kind of the main dashboard that the team is going to be working from. And in this case, it's just called renewals here. We have a very not very long. We have a longer video that talks through every single one of these widgets, in in kind of the article, about this topic.\n\nSo if you go into our help center and you kind of search building your renewal and your forecasting process. You'll come across an article where we have the section that kind of talks about building out your forecasting and vitally. And it kind of talks through dashboard then talks through every single one of these pieces kind of what goes into them. But what this dashboard is meant for is kind of the place where the account manager is going to be working their renewals from.\n\nSo what we have here is widget just broken down by kind of like forecast category and then broken down by renewal date, like next renewal date. So they can see, okay, month over month. How much renewals do I have? And then what is the current forecast on those?\n\nThen they can kind of see the same thing based on renewal date. But in this case, it's looking at kind of the renewal stage so they can see like what's non progressing, what is progressing, then lastly, we could just ISO out just accounts that are upgrading or downgrading and I I can show that. And then here on the right hand side, you know, I can build a nice widget where it automatically grabs all of the accounts where maybe the forecast is not set yet. And so then it's like, Hey, that's risk.\n\nWe need to make sure that we're forecasting these things. In addition, additionally, I can build like a very simple widget where just ISOing out accounts that we're forecasting as churn in a given quarter. And then lastly, I kind of mentioned that renewal delta piece. I could build in, kind of this, this field here where I just log, you know, or is this expansion, contraction, you know, minus six hundred plus six hundred like whatever it is.\n\nI can go ahead and and add those here and then build a widget that just sums those up. So, you know, in a given renewal window, I can see how much money we have on the line from an expansion and contraction perspective. And then down here, this table, it is really just what what you're going to be doing you're forecasting from. And so right in line, a rep could come in here and be like, you know what?\n\nThe forecast has actually changed, click in here and go ahead and change that, and then they could put their explanation. And then this will automatically update the relevant widgets above. They could do the same thing with the renewal stage. Like, oh, you know what?\n\nThis is actually now communicator. This is all contracting now. We're we're spinning up a document. We're sending it over to them, or this is finalized.\n\nThey can go ahead and update that. And again, it'll update this right in line. And then the same thing with renewal delta. So what we recommend is there's going to be some things that are just informational and then some things that are more tactical or that it requires input.\n\nAnd so that's what we've built here. You can go ahead and do those things. Additionally, you might be doing this at the account level. So this is an example where you might be doing all of this at the account level.\n\nIf you're doing your forecasting, and your explanations and your deltas all of the account level, but you can also do this at the opportunity level or at the deal level because we had a step where you brought all that information in. So this is just an example of how you might think about that. Our sync is bidirectional with with HubSpot and Salesforce. And so you can just go in and any field that you're pulling in from that record.\n\nYou can go ahead and update those things, if that makes sense. So maybe you're you're changing your forecasting rate here and, you know, you're you're changing kind of the the renewal deltas in here. And again, what you can do is you can build roll ups and roll up fields and all of those things and finally, to to illustrate this information directly in the tool, but then the real power is this information. If you update it here, it's getting pushed back to your CRM to update it there as So but anyways, this is the the other key dashboard that you're for sure gonna want, where it's painting a high level of what what's gonna happen, what are we forecasting here out?\n\nAnd then where we're actually doing the tactical forecasting.\n\nThe other dashboard is probably more the performance dashboard where We're looking across the whole book of business where we're pulling in, you know, you know, health by our by our portfolio for those that are renewing and those that are disengaged. And then more so, what's most important here is probably like these these key revenue dashboards. These two are just like out of the box reports and We also have, you know, ways where you can track like NRR and, you know, churn and things along those lines. And again, this dashboard too, if you go to that article, have a robust explanation on what every single one of these are. But, this is where, you know, it's more gonna be kind of that high level picture of performance. For the AM as opposed to the renewals being more kind of like the tactical intake dashboard.\n\nSo that is that. The last thing I'd mention is thinking about the information that you want to access at an individual account level in the renewal window. So we definitely recommend building a custom card in that wall deck with various cards on it for the renewal segment, and then you can tie it to, you know, customers who are in their renewal window. You know, there's probably those all those, like, forecast trades and renewal trades and, you know, ratings and all of those, you you probably wanna pull those in on a particular card.\n\nYou just really have a lot of like contract details where you have like the plan that they're on, how much they're paying, how many licenses they're leveraging, how many licenses they purchased, you probably wanna pull that in as well. And then likely you you wanna make sure that you're pulling in, you know, rural health and things like that. So there's information that's contextual to the stage, the journey, the stage of the customer journey that the customer's currently in, and renewal's certainly one of those times where you wanna make sure that it's very easy to surface this information because be on a renewal call and customers gonna ask, Hey, how many am I using?\n\nAnd you don't wanna be scrambling. You wanna have a place to go, that you can just give them those facts and figures and numbers. So This certainly is not everything, but this should kind of walk you through linearly kind of the places in the product that you're going to need to go to start operationalizing your renewal motion. So\n\nwith that, I'll turn it back over to Rachel, and we will close things out.\n\nAmazing. Thank you so much, Parker, so much great information there, and lots more detail, as you mentioned, in the help center in, the use case library section. So you can see step more step by step instructions for how to build those dashboards and lots of other information. I'll also quickly call out our, Vitally Academy, which has a ton of videos on different features.\n\nSo you can learn the platform as well as our Blueprints library. If you want to see examples of how Vitally customers and Vitally ourselves are using the tool. If you're in the tool and you're looking for some help, you can use our in app help search options. A little question mark in the bottom right corner or use the keyboard shortcuts mentioned here.\n\nI think that's everything that we have for today. So thank you so much Parker, and that's everything.\n\nThank you."}],"hls_enabled":true,"embed_options":{"opaqueControls":null,"playerColor":"741eff","playerColorGradient":{"on":"false","colors":[["#741eff","0"],["#da84ff","1"]]},"plugin":{"chapters":{"visibleOnLoad":"true","chapterList":[{"id":"0","title":"Introduction","time":"0","deleted":"false"},{"id":"1","title":"Audience Considerations","time":"102.198163","deleted":"false"},{"id":"2","title":"Data Needed","time":"270.083312","deleted":"false"},{"id":"3","title":"Activities Performed","time":"542.132843","deleted":"false"},{"id":"4","title":"Playbook Automation","time":"732.599782","deleted":"false"},{"id":"5","title":"Visuals \u0026amp; Reports","time":"1096","deleted":"false"},{"id":"6","title":"Resources","time":"1470.694438","deleted":"false"}],"on":"true"},"captions":{"on":"true"}},"volumeControl":"true","fullscreenButton":"true","controlsVisibleOnLoad":"true","bpbTime":"false","vulcan":true,"branding":"false","roundedPlayer":"0","showCustomerLogo":"false","unalteredStillImageAsset":{"url":"https://embed-ssl.wistia.com/deliveries/44dcbe8311887e1c6f72a0e3976978cc.jpeg","width":"1920","height":"1080"},"autoPlay":"false","silentAutoPlay":"allow","muted":"false","stillUrl":"https://embed-ssl.wistia.com/deliveries/44dcbe8311887e1c6f72a0e3976978cc.jpeg","contrastIcons":true,"newRoundedIcons":true,"shouldShowCaptionsSettings":true},"embedOptions":{"opaqueControls":null,"playerColor":"741eff","playerColorGradient":{"on":"false","colors":[["#741eff","0"],["#da84ff","1"]]},"plugin":{"chapters":{"visibleOnLoad":"true","chapterList":[{"id":"0","title":"Introduction","time":"0","deleted":"false"},{"id":"1","title":"Audience Considerations","time":"102.198163","deleted":"false"},{"id":"2","title":"Data Needed","time":"270.083312","deleted":"false"},{"id":"3","title":"Activities Performed","time":"542.132843","deleted":"false"},{"id":"4","title":"Playbook Automation","time":"732.599782","deleted":"false"},{"id":"5","title":"Visuals \u0026amp; Reports","time":"1096","deleted":"false"},{"id":"6","title":"Resources","time":"1470.694438","deleted":"false"}],"on":"true"},"captions":{"on":"true"}},"volumeControl":"true","fullscreenButton":"true","controlsVisibleOnLoad":"true","bpbTime":"false","vulcan":true,"branding":"false","roundedPlayer":"0","showCustomerLogo":"false","unalteredStillImageAsset":{"url":"https://embed-ssl.wistia.com/deliveries/44dcbe8311887e1c6f72a0e3976978cc.jpeg","width":"1920","height":"1080"},"autoPlay":"false","silentAutoPlay":"allow","muted":"false","stillUrl":"https://embed-ssl.wistia.com/deliveries/44dcbe8311887e1c6f72a0e3976978cc.jpeg","contrastIcons":true,"newRoundedIcons":true,"shouldShowCaptionsSettings":true}},"options":{}}