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Intro to Digital Adoption Centers of Excellence (CoE)

Last Updated June 5, 2024

Brief Overview

To achieve maximum value from a Digital Adoption Platform, companies should transition from a project-by-project mindset to a programmatic approach. A programmatic approach embeds Digital Adoption into your company's infrastructure and keeps stakeholders accountable to consistent, repeatable standards that evolve with the program's maturity.

Operational excellence in the digital adoption space is the ability to execute a digital adoption strategy consistently and cohesively throughout the business. A programmatic approach anchored in operational excellence is the key to scale.

For some companies, this means creating a Digital Adoption Center of Excellence (CoE) or Community of Practice (CoP).

When should I create a CoE?

The journey towards Operational Excellence in managing a Digital Adoption Platform begins with your first implementation.

You don't need a full-scale CoE to start experiencing the incremental advantages that Operational Excellence provides - enhanced efficiency, quicker results, and amplified value.

The Digital Adoption Maturity Journey

Companies typically start by purchasing a Digital Adoption Platform (DAP) for a single set of business processes (a “point solution” approach). As the point solution starts providing positive benefits, this singular purchase evolves into a digital adoption strategy across multiple software applications, departments, and even enterprise-wide.

Tools such as the Digital Adoption Maturity Matrix can evaluate the effectiveness of your approach as you scale.

Digital Adoption Maturity Matrix

The Business Case for a DAP CoE

Though achieving Operational Excellence multi-year initiative, you will start to realize the benefits almost immediately. This is the foundation of your business case. 

Maximized resource utilization 

  • Economies of scale reduce repetitive tasks and strengthen cost accountability 

Optimized end-user experience

  • Champions a consistent end-user experience in the consumption of digital adoption content and incorporation of feedback

Empowered Digital Adoption Professionals

  • Sets clear expectations for team roles and responsibilities and helps the business case to expand digital adoption team 

Accelerated journey to Best in Class

  • Improves maturity on the Digital Adoption Maturity Matrix and gives you a competitive edge

WalkMe's Four Pillars (4 P's) is a framework for Problem discovery, Possible solutions to address the Problem, Probable value forecasting, and Provable business impact.

This framework can be used not only to map your implementation strategy, but also to create a Probable business case for a DAP CoE at your organization.

Your Operational Excellence Journey in 3 Stages

Your North Star: Achieving maximum ROI through standardization that is enterprise-wise, embedded, and programmatic. 

A multi-year journey to Best in Class includes three (3) phases. Click each phase for a description and links to relevant resources.

Phase 1: Targeted Outputs & Building Digital Adoption Skillsets

Build precise, point-solution implementations and grow skill of Digital Adoption Team members.

Take these actions:

Phase 2: Strategic Planning for Scale

Analyze your current state and envision a path forward.

Take these actions:

Phase 3: Projects at Scale and Operational Dependence

Start with standards at the implementation level. As you build value and momentum, extend to a programmatic approach at the enterprise level.

Take these actions:

Additional Resources & Peer Connections

Visit  the WalkMe Community to put this knowledge into practice alongside your peers - 

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