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 on-boarding and performance reviews to product development and invoice reconciliation. PepsiCo needed a comprehensive approach across all sectors and functions to make it easier for associates to use systems and realize value from its transformation investments. The business problem PepsiCo faced was slow adoption of solutions and ongoing efficient process execution caused by unintuitive interaction between our associates’ and the systems supporting common business processes. Decentralized support made it hard for users to get guidance resulting in slower and frustrating process execution. PepsiCo needed a solution that would interact directly with the user during system engagement.

• HR needed an employee experience solution to address digital friction, reduced support dependency, and inefficient task execution throughout the employee journey.
• Supply Chain and Finance had ripple effect errors and rework caused by associates misunderstanding fields.
• Finance needed a new way to train on the go, connecting specific tabs and buttons to targeted slides that pop up and guide the user in real time.

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 confident, efficient task execution at every step of the employee journey.

PepsiCo deployed WalkMe across global applications to support teams with seamless, in-the-moment, interactions that enabled associates to quickly execute processes with less stress. Our strategy focused on delivering associate support through WalkMe where it is needed most. Key WalkMe capabilities included:

• Deployed WalkMe Insights to identify friction points that highlight issues with workflow drop-off’s and determine WalkMe Capability / Content to address the issue.
• Deployed Error Prevention Content (Smart Walk-Thrus) to drive accuracy and efficiency in complex workflows.
• Deployed WalkMe Launchers and ShoutOuts to provide explanations that help associates through the processes and guide them to solve system errors (error messages).
• Deployed WalkMe Automation to optimize process through auto clicks and autofill to expedite process execution and improve accuracy.
• Deployed TeachMe to improve onboarding and employee engagement.
• Deployed WalkMe ShoutOuts and Surveys to effectively reach users through the context of the applications they use.
• Established WalkMe Center for Engagement to provide consistent deployment, accelerated time to value, and strengthened collaboration with WalkMe.
• Ensured enterprise priorities are effectively translated into impactful digital adoption solutions.
• Global intake, governance, and communication across functions.
• Enabled alignment on standards, roadmaps, and successful metrics.
• Lift-and-Shift common solutions across PepsiCo to reduce time to value and delivery cost.
• Deployed a Community Hub, a central platform for WalkMe communications that provides key updates and community collaboration. It is supported by a strong and growing community of over 1,200 active members.
• Recognized WalkMe Professionals by acknowledging the experience and value delivered by our associates. Bradley Snyder and Cesare Orlandi have been named the Top 100 Digital Adoption Professionals of 2025 (DAPP100).

PepsiCo’s Digital Adoption strategy provides end users, project teams and leadership tools to focus on executing the processes the right way, not figuring out how to execute the processes. Operationalizing the strategy has made a huge impact and provided tangible hard benefits.

• Reduction in hypercare queries by streamlining the onboarding process for users transitioning to new applications through WalkMe shoutouts and smarttips.
• Faster transformation value through Digital Adoption. WalkMe solutions were quickly deployed through a Lift-and-Shift approach to minimize new development and accelerate delivery.
• Improved Data Accuracy and Process Compliance. Guided workflows ensured users complete transactions correctly the first time.
• Removing errors from confusing forms and processes. Implemented guardrails on systems that are difficult or costly to implement changes in source application code.
• Reduced support costs. Through launchers appearing precisely when the application provides a specific error, users click the element and WalkMe displays an explanation.

Value delivered:

• 15,000+ users supported across North America.
• Supported 100K+ employees through performance development cycles.
• 24K+ profile updates resulting in less support needed.
• 2.4 MM annual WalkMe interactions with ERP Systems.
• Deployed 80+ analytics funnels, fueling data-driven process improvements.
• 117,000 hours saved in 12 months through reduced rework, automation, and faster task completion.
• 40,000+ hours saved in 2024 through WalkMe guidance and validation ensuring key fields data is correct and complete when processing vendor payments.
• 61% Improved Training Effectiveness that resulted in increased user processes completion on first attempt.

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—bringing our mission to life at every click, every task, and every milestone.

• Faster: From faster onboarding to faster payment cycles, WalkMe removes the friction that slows progress.
• 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.

• Finance Function: We are proud to see our Planners feel like they are “active players” and are truly empowered. They realize we are making their job easier and improving work life by providing tools that solve problems.
• North America Team: We’re proud of the cross-functional collaboration that made our WalkMe success possible. We’re also proud of how quickly we can turn an idea into reality with the lightweight nature of WalkMe.
• Function new to WalkMe in 2025: We are proud to have been able to leverage PepsiCo’s extensive WalkMe expertise to achieve rapid deployment within tight timelines.
• Global ERP: What makes us proud isn’t just the technology, it’s the transformation we’ve created with it. A frontline employee in any country completing an ERP task confidently on day one. We’re proud to have built a culture where enablement is not a one-time event—It’s a continuous, embedded experience.

PepsiCo has a global, federated, team that spans a Center for Engagement, 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. 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.

Vision includes:

• Expanding WalkMe solutions across existing and new web apps.
• Expanding WalkMe into homegrown mobile apps.
• Using WalkMe Discovery to uncover and eliminate Shadow IT.
• Innovating with GenAI-powered personalization for smarter, more intuitive support.