Intelligent CXO Issue 14 - Page 45

CXO INSIGHT training nor were we able to measure the impact it had on productivity .
What were some challenges you found when creating the Technology Learning Center ?
The reason for choosing WalkMe is because our IT organisation is becoming a Product-based organisation , which means that IT Product Teams are responsible for the adoption of their products . The paradigm shift is exactly what we needed , when we needed it .
The main challenge was overcoming old ways of thinking , which is still hard .
First , I had to convince the right people in the organisation that even though they were investing in digital tools to collect and analyse data and to execute business processes , it was not enough . They needed to allocate resources and invest money into digital adoption and digital adoption solutions .
The second challenge is that , in many companies , digital adoption is the responsibility of the employee , or the user of the technology . It is up to them , after only a few hours of training , to know all about the application including the advanced features .
They are also expected to keep up with new releases and changes to the applications . When something doesn ’ t work , each application has its own support process , adding even more complexity . The burden is on the user . We needed to break that paradigm . We needed to say no , the responsibility of adoption usage is with the application owner , not with the receiver of the application .
What is WalkMe and why did you choose to implement its Digital Adoption Platform ?
WalkMe is a cloud-based Digital Adoption Platform that helps organisations like Nestlé to accelerate their Digital Transformation and better realise the value of their software investments .
We chose WalkMe for its ability to provide visibility into how employees are using our technologies and for us to take action to improve user experiences and productivity , which are key to improving adoption .
How has the implementation helped the Center and your Digital Adoption Strategy ?
The WalkMe implementation is helping us in a lot of ways . It has helped the Digital Adoption Center elevate our purpose from being a Technology Learning Center to a Digital Adoption Center .
The Digital Adoption Platform gives us analytics and insights into user behaviour in the systems which increases business acumen . It helps us create contextual help that guides the user and helps them complete digital tasks , even on their first try , making onboarding of new technologies much easier and reduces time to competency .
How has technology changed training in the workplace ?
Data ! We now have real data about how users are using the different applications . We can see where they are struggling , jumping out of the workflow and not completing tasks . This level of insight helps us focus our resources and create the right content .
Data also brings visibility to the full tech stack and to the level of use and engagement people are having with technology . One thing is clear ,

R ND VISIBILITY

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