Matthew Barratt, Simon Carlson – WalkMe Innovation Showcase: Real Stories of Adoption in Action

Matthew Barratt, Principal Customer Success Manager and Simon Carlson, Senior Solution Advisor at WalkMe, discuss the critical role of digital adoption strategies in maximising the value of technology investments. They highlighted the paradox of modern digital transformation: despite unprecedentedly powerful technology, 70% of digital transformations fail, rising to 95% for AI projects, according to a recent MIT report. The key reason is a human change gap. Organisations often fail to support employees effectively as new systems, workflows, and platforms are introduced. Particularly in regulated industries, employees must navigate complex processes, use tools correctly, and comply with policy, which traditional training approaches struggle to address.

WalkMe’s approach positions digital adoption platforms (DAPs) as a solution to this challenge. Acting like a “conductor” over existing software, DAPs overlay applications to guide users, provide contextual assistance, and gather analytics on user behaviour. The platform enables rapid creation of content such as guided tours,…