PepsiCo

At PepsiCo we strive to create more smiles with every sip and every bite. Delivering on that promise starts with supporting our people. Across hundreds of markets and thousands of employees, we faced big challenges with our people interacting with our systems, from onboarding and performance reviews to product development and invoice reconciliation. PepsiCo needed to make it easier for associates to use systems and realize value from its investments.

The business problem PepsiCo faced was caused by unintuitive system / associate interaction with common business processes was making it hard for users to adopt the solutions and use it efficiently.

• PepsiCo needed a solution that would interact directly with the user during system engagement to answer common questions.  Decentralized support was slow and made it hard for users to get guidance.
• HR needed an employee experience solution to address digital friction, reduced support dependency, and inefficient task execution through the employee journey.
• Supply Chain and Finance experienced ripple effect errors and rework caused by associates misunderstanding fields.
• FP&A needed a new way to train in real-time, connecting specific tabs and views to guide the user.

To empower our people to move faster, work smarter, and realize benefits to investments, PepsiCo embraced WalkMe’s Digital Adoption Platform as the foundation of our digital employee experience strategy. Our goal — Eliminate digital friction, reduce support dependency, and enable efficient task execution at every step of the employee journey.

Our digital adoption journey is rooted in a bold vision: to transform how we deliver application training, guidance, and support across the enterprise. Traditional learning formats—job aids, quick reference guides, and static videos — often left users disengaged, unsupported in-the-moment, and struggling to retain critical process knowledge. WalkMe presented an opportunity to embed training into the flow of work, where and when users need it.

Upskilling the Team: Building Capability from Within
The first step in our journey was enabling our team of instructional designers with WalkMe development skills. The strong overlap with instructional design principles enabled the team to pick up the platform quickly and start delivering results. This not only brought measurable value to the organization but also elevated the team’s skillset, enabling a shift from content developers to digital adoption strategists.

WalkMe’s support ecosystem is now live on 14 key applications, supporting 100,000+ users. The Help Menu, accessible at any time, acts as a digital knowledge assistant with walkthroughs, tips, and checklists for on-demand use.

• Higher confidence among users, especially those unfamiliar with systems or who use them infrequently.
• On-demand support to reducing wait times and dependency on live help.
• Increase process completion rates and fewer errors through step-by-step in-app support.
• Faster task completion to improved productivity and reduced downtime.

Passive Learning to Active Engagement
With Smart Walk-Thrus, users now complete training directly within the live environment on the systems they use every day. These guided experiences allow users to perform real tasks, not just watch or read about them. This will provide better engagement and faster learning.

• Onboarding time reduced by 50–75%, due to self-paced, system-guided walkthroughs.
• 2.5x increase in process success rate after WalkMe-based training vs. traditional methods.
• 90% of users preferred WalkMe onboarding over traditional formats.
• SmartTips deployment (over 200 tips) provided micro-guidance at critical points across applications—boosting user understanding and confidence in navigating systems without overwhelming them.

Process Automation to Improve Experience
WalkMe’s Auto Steps to eliminate repetitive, low-value steps in key processes. By automating clicks, text entries, and field population, we’ve executed over 3,000–4,000 functions on behalf of users—saving time, improving efficiency, and streamlining workflows.

Leadership Enablement through Insights
WalkMe’s user behavior tracking delivers insights across 100+ process checkpoints. These data points provide visibility into:

• Where users drop off.
• What content is underutilized.
• Which features require additional support or simplification.

These insights have empowered leadership to make informed decisions around training focus, system improvements, and change management planning. What was previously anecdotal is now evidence-backed and actionable.

PepsiCo’s WalkMe journey transformed how we deliver digital learning, guidance, and support across the organization. Our role spanned strategy, enablement, design, deployment, and continuous improvement. This helped us shift from static content creators to digital adoption strategists resulting in accelerating our delivery and reducing reliance on external resources. We now build sustainable, scalable solutions in-house that evolve with business needs.

Our collective efforts led to tangible, high-impact outcomes:

• WalkMe is now live on 14 enterprise applications
• In-app performance journey across SAP SuccessFactors, supporting 100,000+ users in year-end reviews and talent development.
• We implemented 200+ SmartTips, offering in-the-moment support and boosting user confidence during critical tasks.
• We automated 3,000–4,000 process steps using Auto Steps, streamlining repetitive tasks and improving user efficiency.
• Onboarding time was reduced by 50–75%, while process success rates improved by 2.5x compared to traditional training.
• 90% of users preferred WalkMe-based onboarding over conventional formats, confirming the value of contextual, in-app training.
• 4x More likely to clear a payment block
• 83% Unblocked vendor invoices where WalkMe was used
• 8,300 active Frontline Workforce Management Supervisors with 97% WalkMe Engagement

We also used WalkMe’s powerful analytics and user behavior tracking to generate visibility for leadership. With insights from over 100 process checkpoints, we provided data-backed recommendations that led to better decisions on training, UI improvements, and change management.

Looking ahead, our vision is to evolve from in-the-moment support to proactive digital enablement—where WalkMe not only guides but anticipates user needs. We’re excited about continuing to scale, innovate, and strengthen our culture of self-service and digital adoption.

WalkMe has enabled PepsiCo functions to deliver objectives Faster, Stronger and Better to achieve business results. WalkMe has helped PepsiCo build a more joyful, efficient, and inclusive workplace that is bringing our mission to life at every click, every task, and every milestone.

• Faster: Associates deliver their work on new systems faster by reducing the timeline associated with traditional training and hypercare change management.
• Stronger: WalkMe helps PepsiCo understand where process workflows are breaking down so we can focus on strengthening the weakest links.
• Better: Employees are more resilient, more self-sufficient, and better connected through consistent workflows and guidance. Regardless of geography or role, enabling associates to grow, thrive, and contribute.

Our strategy focused on delivering support not just where it is needed—but when it is needed most. WalkMe is now becoming a foundation of our digital employee experience strategy.

Recently we had to turn off WalkMe on a particular application. While it was temporarily down, users contacted us because they did not have the interaction that made it easy for them to do their work. Hearing the value WalkMe provided is biggest testament to our success.

We are proud of the cultural and capability shift we created together, not just deploying WalkMe, but fundamentally transforming how our organization thinks about training, onboarding, and user support.

From the beginning, we approached this as more than a technical implementation. We worked as a cross-functional team to reimagine the user experience. We trained our instructional designers, built internal expertise, and aligned with business functions to ensure WalkMe wasn’t just used—it was adopted with purpose.

We moved from passive and often outdated learning content to live, interactive, in-app support exactly where users need it. Our Smart Walk-Thrus enabled new joiners to learn by doing. Our 200+ SmartTips reduced uncertainty and made systems more intuitive. Automating thousands of repetitive steps, we allowed users to focus on value-added tasks instead of mechanics.

The results speak for themselves:

• Faster onboarding, less frustration.
• Greater process completion.
• Fewer errors and support tickets.
• 90% preference for WalkMe-based learning experiences.

Just as important was the impact on leadership visibility. By tracking behavior across 100+ user interaction points, we helped surface issues and opportunities that would have otherwise gone unnoticed—allowing data to drive design and decision-making.

What we’re most proud of is how this became a team-led transformation that is rooted in shared vision, user empathy, and an eagerness to learn and grow. Together, we have created a foundation that not only supports users today but positions us for an even more seamless, intuitive digital experience in the future.

PepsiCo has a global, federated, team that spans a Center of Excellence, Platform, and Instructional Designers with WalkMe development skills. While the learning curve was steep, the strong overlap with instructional design principles enabled the team to pick up the platform quickly and start delivering impact. This not only brought measurable value to the organization but also elevated the team’s skillset, enabling a shift from content developers to digital adoption strategists.

The team structure and responsibilities is quickly evolving as WalkMe solutions scale across the enterprise. Looking ahead, our team will make the adjustments necessary to evolve from in-the-moment support to proactive digital enablement—where WalkMe not only guides but anticipates user needs. We’re excited about continuing to scale, innovate, and strengthen our culture of self-service and digital adoption.

PepsiCo’s WalkMe footprint is expanding rapidly,

• Expanding WalkMe solutions across existing and new web apps
• Expanding WalkMe into homegrown mobile apps
• By using data-driven WalkMe insights, to analyze and track user experience
• Using WalkMe Discovery to uncover and eliminate Shadow IT
• Pilot with GenAI-powered personalization for smarter, more intuitive support

PepsiCo is a multinational food and beverage corporation known for its wide range of brands, including Pepsi, Gatorade, Frito-Lay, and more. The company was formed in 1965 by the merger of Pepsi-Cola Company and Frito-Lay, Inc. PepsiCo’s headquarters are located in Purchase, New York.