What business problem(s) did your organization / project face, and why did you choose a digital adoption strategy to help you solve it?
As the world’s largest F&B company, Nestlé runs a global digital estate: 270K+ employees across 188 countries and thousands of applications supporting daily operations. At this scale, digital adoption is a constant challenge: complex processes, local variations, and continuous change make traditional training insufficient and support models unsustainable.
2025 brought two enterprise-critical transformations: Connected Core, the world’s largest SAP S/4HANA Cloud Private Edition upgrade, reshaped finance, supply chain, manufacturing, and procurement. Wave 1 spanned 112 countries and 50,000+ employees, requiring ERP continuity through cutover and hypercare, meeting end-of-support timelines, and absorbing significant process, data, and role changes. In parallel, GenAI scaled across Microsoft 365 Copilot, NesGPT, and AI agents, introducing new behaviors, uneven adoption, and policy and data-protection concerns.
To succeed, Nestlé needed to simplify workflows, reduce IT friction, accelerate adoption, guide safe GenAI behavior, and protect continuity during major S/4HANA migrations.
Given these pressures, Nestlé chose a Digital Adoption strategy powered by WalkMe to guide employees through complexity, reduce operational risk, and embed change into daily work. This matured into a Global Center of Excellence and Digital Adoption Framework, delivering data-driven, real-time support across markets, positioning DAP as a core enabler of Connected Core and GenAI.
How did you use WalkMe, in conjunction with other strategies and technologies, to address your challenges?
Nestlé used WalkMe as the unified digital adoption layer across its enterprise landscape, including SAP S/4HANA, SuccessFactors, Ariba, Microsoft 365, ServiceNow, the GenAI ecosystem and dozens of other business applications – combining in-flow guidance, automation, desktop reach, and cross-application analytics to identify bottlenecks and optimize journeys, helping employees navigate complexity and adopt change at scale.
Our strategy is built on a multi-layered operating model: a mature Global Digital Adoption CoE, Satellite CoEs across HR, Procurement, Finance, and Supply Chain, standardized building practices, shared governance, and a value-measurement framework that ties WalkMe to business outcomes. This ensures consistent end-user experiences, content quality, and repeatable execution across transformations.
Operationally, WalkMe is integrated into Nestlé’s core technology programs, enabling in-flow learning, automation, and targeted communication:
- Connected Core (SAP S/4HANA): in-app guidance, change awareness, field-level prompts
- GenAI rollout: notifications, responsible-AI guidance and training, and redirecting users from non-compliant AI tools to NesGPT/Copilot.
- Microsoft 365 transitions: Viva Engage migration, Stream changes, Teams onboarding.
- IT modernization: Windows 11 and ServiceNow enhancements
Scale today: 85 live apps with guidance, 600+ apps tracked for analytics, and Workstation on ~80,000 devices.
How does your digital adoption strategy, especially with regard to WalkMe, impact or benefit your end-users (customers and/or employees), your team, and leadership?
WalkMe delivers measurable value at Nestlé’s global scale, simplifying work and accelerating major transformations. In 2025, we achieved: 719K productivity hours returned; 200K active users; 167M WalkMe interactions; Reduced IT tickets across apps; Process accuracy improvements and localized experiences. For Connected Core AOA (Asia, Oceania & Africa), WalkMe supported 50K users across 112 countries and 5 languages, delivering 87 end-to-end guides. With 64% active usage, WalkMe prevented 3K+ incorrect transactions and significantly de‑risked the migration across 13 critical process areas. For GenAI, WalkMe raised awareness to 29K+ employees on Copilot agents and 40K on NesGPT, blocked 1,835 unsafe uploads, and redirected 59K users from non‑compliant AI tools.
Impact is measured through hours saved based on interaction volume, and outcome-based KPIs. Our CoE also developed a Value Calculator and delivers Value Stories toolkit reinforces ROI transparency for leaders and app owners.
How has your digital adoption strategy, especially with regard to WalkMe, helped your organization better achieve its mission, goals, or values?
Nestlé’s mission is to“unlock the power of food to enhance quality of life for everyone, today and for generations to come.”To deliver this, we need a future-ready, digitally confident workforce.
Our Digital Adoption Foundation, powered by WalkMe, is a key enabler. In 2025, WalkMe accelerated two enterprise-critical priorities. For Nestlé’s Connected Core Program, a flagship SAP S/4HANA upgrade, WalkMe drove digital adoption and change management for 50K+ users in 112 countries, ensuring business readiness in AOA. For the AI strategy, WalkMe advanced responsible GenAI adoption by raising awareness for 29K Copilot-agent users and 40K NesGPT users, and redirecting 59K users from non-compliant tools to secure Nestlé solutions. Overall, WalkMe returned 719K productivity hours, supported 200K employees, and delivered 167M interactions, boosting compliance, accuracy, and digital empowerment at scale, reinforcing Nestlé’s values of quality, safety, and care for people.
What about your implementation or success makes you most proud? Why?
We are most proud that Digital Adoption has evolved into a core function embedded in enterprise transformation and decision-making.
- In 2025, WalkMe became the preferred adoption & usage data source for the Office of the CIO, enabling consistent enterprise-wide measurement across ~600 applications, growing rapidly from 220 apps last year.
- We advanced WalkMeX, shaping Nestlé’s GenAI-assisted guidance vision through cross-platform POCs and early Joule alignment.
- We deepened our synergy with SAP BTM (LeanIX & Signavio Applications), connecting processes designed in these tools with WalkMe’s in-app guidance, analytics, and early GenAI support.
- We established the WalkMe Menu rollout strategy, unifying desktop + web guidance, communication, and analytics into one scalable entry point.
- We delivered the SAP Purina Desktop POC: a custom SAP-GUI framework enabling guidance, error-handling logic, and automation on complex SAP desktop screens.
Together, these accomplishments show that WalkMe is no longer a tool – it is a core enabler of how Nestlé designs, delivers, and scales transformation.
Please share any additional information about your role in the project, your results, and/or your vision for the future that supports your submission.
The Digital Enablement team has scaled Digital Adoption into a repeatable, enterprise operating model. In 2025 we expanded WalkMe coverage to 600 apps for adoption measurement, became the preferred adoption data source for Global IT leadership, and achieved 71,000 additional productivity hours returned year-over-year. We powered the SAP S/4HANA upgrade with in-app guidance and change awareness; GenAI enablement and Responsible AI safeguards; and IT modernization for streamlined change communication and workflow improvements. We progressed WalkMeX and GenAI integrations, finalized the WalkMe Menu upgrade strategy, and deepened SAP BTM alignment – strengthening Digital Adoption as a core enterprise capability for the years ahead.