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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 Center of Excellence (CoE) or Community of Practice (CoP).
As your WalkMe footprint matures beyond core DAP, your CoE's mandate should expand with it. When WalkMe Learning Arc, Contextual AI Assistance, or Haiku are live at your organization, decide early whether the same CoE governs all of them, or whether each product needs its own operating model — see the Operational Excellence (CoE) for WalkMe Learning, Adoption and AI / Innovation article for a dedicated multi-product CoE model.
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.
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
The following are common pitfalls to be aware of as you move into a programmatic approach. Not addressing these will create inefficiencies in resource utilization and inhibit your ability to show strategic and operational business impact.
Important: A Digital Adoption Platform is a critical tool in a suite of solutions that drive a cohesive approach to digital transformation.
Your company might choose to create a Digital Adoption Platform CoE (DAP CoE) - or may consider embedding DAP within an already-functioning program, such as a Change Management CoE (CMCoE) or a Product CoE with a toolkit of other innovative technologies (e.g. RPA).
To house a Center of Excellence for an innovative technology like a Digital Adoption Platform, a department should be strong in the following:
A Digital Adoption Platform at its highest potential is coupled with a systematic, proactive, and embedded approach to change management. A department may have -
Read more about change management maturity here.
Established channels for communication ensures strategic, tactical, and technical WalkMe knowledge does not become siloed. A department may have -
Proven rigor in prioritization and follow-through with comprehensive value stories. A department may have -
Clear line to strategic objectives. A department may have -
A common early governance gap as programs mature: Learning Arc ownership often lands informally with L&D rather than the CoE, and Contextual AI Assistance governance (the AI toggle and settings on the Admin Center's Security page) can go unowned entirely. Haiku adoption, being self-serve by design, is the most likely of the three to grow completely outside CoE visibility. Decide explicitly whether your CoE's cross-functional collaboration channels extend to these groups, rather than discovering the gap later.
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.
Build precise, point-solution implementations and grow skill of Digital Adoption Team members.
Take these actions:
Analyze your current state and envision a path forward.
Take these actions:
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: