Overview

Accenture is a leading global professional services firm helping businesses, governments, and organizations build their digital core, optimize operations, and accelerate growth. With 801,000 employees serving clients in over 120+ countries, we lead in technology, cloud, data, and AI. Our services span Strategy & Consulting, Technology, Operations, Industry X, and Song, driving innovation and creating 360° value.

Supernova Award Category

Future of Work: Employee Experience

The Problem

Our organization faced the challenge of enabling a global workforce of over 801,000 employees across 120+ countries to navigate more than 100 applications spanning multiple functions and businesses. Traditional training methods, like job aids and email campaigns, were no longer scalable or effective in supporting continuous change. As our technology stack grew, so did the complexity and friction. We needed a solution that could drive consistent adoption, streamline workflows, and deliver real-time insights to ensure every employee was using the right tool, at the right time, with confidence to achieve the value and outcomes.

The Solution

We created a WalkMe Center of Excellence (COE), which sits within our Global IT Journey & Change Management COE, to lead a unified, enterprise-wide digital adoption strategy. Instead of relying on static training and numerous job aids, we embedded real-time support, including in-app guidance, automation, data validation and process insights within 60+ applications. WalkMe became the backbone of this evolved employee experience: one that prioritized just-in-time help, proactive guidance, and behavioral nudges to prevent errors before they happen.

This wasn’t just adoption, it was transformation. We developed a simple, yet powerful framework to uncover end user needs and high impact solution areas, which stakeholders across the org utilized to continuously drive value and outcomes. Combining this framework with WalkMe roadshows, bi-weekly office hours, WalkMe Community calls, & a certified builder network, helped us scale at speed and develop a new way of working.

The results

Before WalkMe, employees relied heavily on virtual training materials, job aids, and often submitted unnecessary support tickets, slowing productivity and deepening change fatigue. Navigating constant system updates across more than 100 tools became overwhelming, and adoption lagged.

After implementing WalkMe and establishing a dedicated Center of Excellence, we’ve enabled our change practitioners and business teams to more effectively support their end users, improving employee experience, all while maximizing the value teams get out of their applications. WalkMe became the layer that supercharged our existing systems and strategies, giving employees intuitive, real-time guidance exactly when and where they needed it. Tasks that once required multiple reference materials or help desk assistance became streamlined, automated, and efficient. This acts as a value multiplier as now individuals and teams can re-purpose that time for high value tasks and initiatives across the organization.

We can now build and deploy IT user support solutions within our applications up to 80% faster than traditional development cycles, allowing us to test, validate, and launch impactful interventions in days instead of weeks.  This is critical as it allows teams to react more quickly to user needs and feedback, further enabling end users while also driving down frustration and IT development costs. WalkMe amplified the value of our systems, helping our people use them better, faster, and with more confidence. Most importantly, WalkMe shifted how we manage change: from reactive training to proactive enablement at scale.

Metrics

WalkMe has helped us reclaim over 25,000 productivity hours per month, equivalent to more than 140 full-time employee work weeks. This time was unlocked by streamlining daily processes, embedding guidance directly in workflows, and minimizing time spent seeking help or navigating complexity.

We achieved a 40% reduction in ServiceNow support tickets in targeted topics by enabling self-service and predictive guidance, letting our teams focus on high-impact work rather than repetitive support.

In Workday, employees completed performance cycle tasks 45% faster, without sacrificing quality, thanks to WalkMe’s in-flow prompts and personalized paths enabling teams to focus on the human aspects of performance and career development.

In Salesforce, we saw a 453% increase in targeted record updates post-intervention, enabling better data integrity and higher quality client engagements.

Across our ecosystem:

• 247,000 licenses deployed across 90+ countries, supporting a truly global workforce
• We’ve certified 130+ internal builders, creating a sustainable, scalable content creation engine enabling each project to support their user audiences
• 54% of users engage with WalkMe on multiple systems, proving cross-functional utility
• WalkMe users engage with High Value content an average of 850k+ times a month

These metrics highlight how WalkMe has become an integral part of our global operations by empowering users, enabling scale, and ensuring consistent value delivery across the enterprise.

The Technology

We deployed the WalkMe Digital Adoption Platform across 60+ applications, including Salesforce, Workday, ServiceNow, and critical internal systems, to create a unified in-app guidance layer. Using a robust set of digital adoption solutions, we deliver real-time support, prevent errors, and accelerate adoption. Segmentation ensures personalized guidance by role and behavior, while just-in-time surveys and WalkMe Analytics develop the data to continuously improve.

Disruptive Factor

Our shift from reactive support to proactive digital enablement wasn’t easy, it required reimagining training, support, and change management. But the payoff? Monumental. By embedding WalkMe at the point of need, we’ve challenged the status quo of how we train, onboard, and support employees. We’re now able to address issues proactively and support users through change more smoothly. This enables teams to look beyond core audience needs and anticipate process friction points and strategically evolve ways of working. Our COE helped shift the way employees interact with systems and access help across the organization. More importantly we have been able to use WalkMe to drive measurable business value, positioning IT and Change Management as a strategic partner with the business.

Shining Moment

Our proudest achievement is how we’ve successfully embedded a DAP-first mindset across the organization. What began as a targeted rollout has grown into a global strategy supporting over 247,000 users in 90 countries. WalkMe is now integrated into the way we approach onboarding, change management, and daily performance support, ultimately driving business value.

We’ve proven that digital adoption is a strategic capability. With 130 certified builders and a 450-member WalkMe community, we’ve built the structure, scale, and momentum to drive adoption consistently across all major audiences. WalkMe has helped shift our culture and our digital adoption approach has become a critical part of how we enable our people and deliver business outcomes. And what does this mean for our users and the wider business? It means reduced change fatigue, empowered teams who can fully leverage the leading-edge technology at their fingertips, and a more agile, resilient workforce. For Accenture, it translates into enhanced operational efficiency, increased productivity, and greater overall value.