Christi Rosa

The problem didn’t look dangerous. Harmless software. A login screen. A promise of productivity.

But Salesforce adoption?

That was the threat no one saw coming.

At Gore, a single Salesforce instance was being stretched in every direction, each division shaping it to their own needs like rival factions in a corporate epic. Every two weeks, the rules changed—new features, new processes, new expectations. Communication teams fought bravely, but their weapons—email blasts—fell harmlessly into inboxes, unread, unopened, ignored. If no one logs into Salesforce…did the change even really happen?

Order was desperately needed. Gore is vast, its users many—each with a purpose, and very little patience for irrelevant pop-ups. Blanket announcements became background static. See everything, care about nothing.

Then came the trainings. Live. Global. Exhausting. Scheduling across time zones felt like planning a lunar landing, attendance was optional, and retention was questionable at best. Users searched for help and unearthed artifacts from a bygone Salesforce era. The platform evolved faster than the documentation could survive.

In the shadows, the case management team battled an endless tide of work—no standardized process and reports that told a story no one wanted to read. Time slipped away on repetitive tasks, morale took a hit, and productivity suffered.

This wasn’t just a system problem.

It was an organizational reckoning.

Emails wouldn’t save it.

It was time for something—or someone—else.

That’s when they found Christi Rosa—known by her fellow DAPpers as the Agent of Explanation.

She didn’t arrive with noise or panic. She arrived with clarity. Christi recognized what others had missed: adoption was never a technology problem—it was a communication and understanding problem. Salesforce wasn’t failing; users had simply never been given a clear, consistent way to engage with it.

Under her leadership, the strategy shifted decisively. Digital adoption moved fully into WalkMe, and chaos gave way to intent. Communication became precise and deliberate, delivered exactly where the work happened. ShoutOuts sounded the alarm before launches and reinforced change after go-live, linking directly to a Resource or opening the WalkMe Menu so answers appeared at the moment of need.

Live trainings faded into history. Rollouts went 100% digital, delivered through tour-style Walk-Thrus, reinforced by timely SmartTips and Launchers that guided users without slowing them down. Every release was tracked through Insights, while Behavior Based Segmentation ensured follow-ups reached only the right users.

Feedback surged. During hypercare, users connected directly with development through in-app buttons tied to Smartsheets. When Christi introduced a Launcher that stayed visible until a survey was completed, NPS participation soared—driving a 93% increase in Salesforce user satisfaction.

With DXA and Tracked Events, leadership gained true visibility. Decisions sharpened. Strategy scaled. Momentum spread.

Case management followed. Two automations became 61 across two divisions. Repetition vanished. The impact was undeniable: 2.3 million clicks eliminated, 4,250+ hours saved, and over $204,000 reclaimed.

At a company where many associates had thrived 20+ years without a CRM, no one expected what came next. Adoption didn’t inch forward—it surged. The resistance everyone braced for never arrived. Instead, a new question echoed through the halls: “So the next rollout will be digital again…right?”

Training collapsed from marathon sessions to quick, decisive moments. What once took 60–90 minutes now took 15. For 260 users, that translated to 325 sales hours rescued and 10 trainer hours erased—for a single feature. Users stopped guessing and started trusting the system, entering data correctly because reports, dashboards, and sales tools finally delivered on their promise.

Then the automations hit. Hard. Tasks that once demanded 15–27 clicks and 3.5 minutes now executed in 30 seconds. By building in WalkMe instead of the development cycle, $451k in development spend vanished. In 2025 alone, 8 automations saved $59k, contributing to a conservative $392,000 total value realization.

The numbers were indubitable.

But the real victory wasn’t on a spreadsheet.

It was human.

And this time, the applause came from the users themselves.

WalkMe filled the final gap: visibility—with accountability.

Gore makes significant investments in enterprise platforms like Salesforce, and adoption isn’t optional if value is to be realized. Where leadership once guessed, they now knew. Training and adoption were no longer measured by attendance or hopeful clicks—they were measured by action. Real usage. Real impact. In this role, the Agent of Explanation also operated as a double agent—championing understanding while ensuring every investment delivered measurable value. The results spoke loudly: an 87% WalkMe interaction rate and a 203% increase in time and efficiency savings over 2024.

With 190 Tracked Events in place, the fog lifted. Leaders could see exactly who was doing what—or not doing it. Endless one-on-ones vanished. One solution alone eradicated 400 meeting hours annually. Instead of scheduling meetings, leaders opened Salesforce, confident the data told the truth.

After every digital rollout, weekly engagement stats flowed—no longer high-level summaries, but granular, user-level insights that had never existed before. Where legacy reports once stopped at surface metrics, leaders could now see exactly how each individual was engaging with a new feature. Armed with that visibility, they didn’t just follow up—they coached. Conversations shifted from “Did you attend the training?” to “Here’s how this feature can strengthen your pipeline.” That shift turned data into direction—and great salespeople into even better ones.

Monthly metrics followed in the WalkMe Memo—a newsletter rooted in Gore’s value of communication. It traveled fast, forwarded across teams, sparking questions, connections, and momentum. By letting data tell the story, clarity spread—and the lattice grew ever stronger.

Her proudest moment wasn’t a metric on a slide or a chart with an upward arrow. It was watching the organization click—literally and figuratively. Under the guidance of the Agent of Explanation, three separate divisions aligned behind one clear message and one consistent strategy. A 100% digital approach became the standard for new features and updates, and live training quietly exited the stage—saving 10+ trainer hours and 75 minutes per associate per feature across a delivery footprint that spanned 84 completed Jira epics, housing 600+ individual stories. With Insights lighting the path, decisions became confident and fast.

Automation success often began with a casual complaint overheard in a meeting—because Christi Rosa had a gift. A sixth sense. A problem whisperer who could sniff out inefficiency before it even knew it was a problem. Trusted across divisions, technically sharp, and relentlessly reliable, she became an integral force—delivering solutions at speed and with purpose.

As the WalkMe Administrator, sole builder, and keeper of the editor keys, Christi now runs eight systems. Alone. In a world where teams are the norm, this is virtually unheard of. No shared editors. No backup builders. Just focus and execution. In 2025, she expanded WalkMe’s reach by adding four new systems: Agiloft, two SAP instances, and the Pulse mobile app—without losing momentum. 2026 points to deeper analysis and a surge of new content, with strong metrics already emerging.

Meticulous and fiercely protective of her editor, her impact extends far beyond building: three Realize and Elevate conference appearances, published blogs and a customer story, webinars, 3x WalkMe MVP, 4x DAPP Top 100, and a record no one else holds—4x consecutive Realizer finalist.

Operation Secure the Trophy is underway.

The work continues.

The coffee remains constant.