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Operational Excellence Finalists

Nestlé

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What business problem(s) did your organization / project face, and why did you choose a digital adoption strategy to help you solve it?

Nestlé aims to use technology as a differentiator in the FMCG industry to accelerate growth as well as to transform its employees into an agile and digitally savvy workforce to embrace increasing trends in remote and flexible working.

Nestlé sees technology disruption as a catalyst for evolution and growth and has prioritized digital transformation tools to empower its employees with digital tools that will help them adopt new applications, perform daily tasks and work smarter.

The Nestlé Digital Adoption (DAP) Strategy is about creating a new way of working by using digital tools and data as the first step to understand our employee pain points, and then creating content that addresses the challenges to improve the overall employee experience.

Our DAP (Digital Adoption Platform) strategy helps us solve the issue of digital adoption. We replace the common notion that digital adoption is solely in the hands of the receiver with a new mindset: one where digital adoption is the responsibility of the application owner.

Our Digital Adoption Program is there to increase the technology’s ability to engage the user at the moment of need. It provides just the right information, at the right place, and the right time to help them navigate the tool and complete their tasks without additional support.

How did you use WalkMe, in conjunction with other strategies and technologies, to address your challenges?

To quote Thomas Douaihy, Senior VP, Digital Business Transformation at Purina, “To stay competitive and relevant to our consumers, we need to intensify our transformation. At the heart of this is empowering our workforce to be data savvy and digitally fluid.”

WalkMe Workstation brings a completely new experience to both our existing and new employees.

  • For existing employees, this tool brings together all their actionable tasks, like completing timesheets or managing expenses, as well as quick self-help guides on frequently used IT tools into a common gateway.

  • For new employees, they can access their local onboarding checklists and training modules in one single place, tracking their progress and returning to these references anytime.


We are also using it to create a new engagement model with the receivers of our IT Products so that notifications of important changes are seen at the right time.

We are also using WalkMe’s Digital Experience Analytics to turn data into insights so that we can understand what information our employees are accessing and finding useful information. We support our digital and analytics teams by providing visibility to the user in-app experience and adoption metrics.

We focus the DAP capabilities on creating new user experiences across the different platforms and applications to improve operational efficiencies by:

  • Increasing process automation

  • Reducing data entry errors

  • Higher solution adoption and Net Promoter Score

  • Increasing task completion rates

  • Lowering training efforts and costs

  • Reducing support tickets and queries

  • Making it easier for people to find what they need

How does your digital adoption strategy, especially with regard to WalkMe, impact or benefit your end-users?

We would like our Digital Adoption Strategy and WalkMe to be the constant virtual helping hand to guide them in their journey to be a digitally savvy workforce.

By simplifying their daily workflows with in-app tips, it helps our employees complete their daily tasks faster and reduce their training times and focus on things that really matter.

By using the WalkMe analytics, we can also be more proactive and advise our IT application owners to simplify their processes, improve their pain points, and address them before they impact our employees.

How does your digital adoption strategy, especially with regard to WalkMe, impact or benefit your team and/or leadership team?

The Digital Adoption Strategy highlights the need for Digital Adoption to help them improve their employees’ mindset, behaviors, and capabilities to become a more digitally savvy workplace and to collaborate better across teams.

This means that the Nestlé Digital Adoption Center is creating Digital Adoption Professionals and introducing DAP capabilities to the organization.

Our leadership team benefits from these new Digital Adoption Professionals because they are change agents and digital adoption pioneers. They provide the insights, energy, and innovation the company needs to “intensify our transformation.

How has your digital adoption strategy, especially with regard to WalkMe, helped your organization better achieve its mission, goals, or values?

Nestlé aims to use technology as a differentiator in the FMCG industry to accelerate growth as well as to transform its employees into an agile and digitally savvy workforce to embrace increasing trends in remote and flexible working.

So the Nestle IT organization has several drivers, which we align our strategy to at the beginning of every year.

For example:

  • We have a driver that says “Delight our receivers every day by improving their experience” – and we do that by using WalkMe across applications.

  • We also have a driver for “Unlock business value by driving efficiency,” so we look for ways to automate business processes and simplify tasks and workflows.


We continuously work on evolving our IT operating model to measure and deliver higher value to the business with our DAP solutions. And, we help evolve our IT organization’s capabilities by providing thought leadership on Digital Adoption and Digital Dexterity.

How has the success of your digital adoption strategy helped to change the perceptions or attitudes of your stakeholders?

At first the DAP was thought of as a short term solution to address temporary pain points or an alternative to retraining and responding to user’s questions.

As we build more and more solutions, people are starting to think of it as a virtual personal assistant, to help people complete digital tasks easier and faster.

We have launched an awareness campaign aimed at different stakeholders to promote Digital Experience Analytics capabilities. We also built a value framework that will help us calculate value on the same terms as the rest of the company.

I believe this will help our DAP strategy be seen as a Value Driver.

What about your implementation or success makes you most proud? Why?

I am most proud of my team. The Digital Adoption Center is a group of people with different backgrounds, skill sets and ideologies who came together to do two things; improve the everyday life of our employees and to work together to deliver a service to our organization.

The Digital Adoption Center is open to new ideas and warmly welcomes new members, and it adapts to business needs quickly. It is also a group of people who work together as colleagues and celebrate each other as friends.

I am also very proud of the 20 product managers that started using WalkMe last year. They took a chance on something new and worked with us to build DAP solutions, train their teams, and introduce WalkMe to their end users. It showed our innovative spirit.

My role at Nestlé is Sr. Product Manager. I’ve used the WalkMe platform to define, create and deliver three different products:

  • Digital Experience Analytics

  • Digital Adoption with WalkMe

  • Employee Desktop Assistant with WalkMe Workstation


My vision for the future includes the Digital Adoption Platform included into the list of Tech Foundations for the Future so that we can embed it into our digital transformation strategy.
And, we would be leveraging The Digital Adoption Center’s hub and spoke model to build DAP capabilities across the Nestlé organization, so that we can transform all of our employee’s digital experiences.

About your company

Nestlé is the world's largest food & beverage company. We unlock the power of food to enhance the quality of life for everyone, today and for generations to come. Nestlé currently has over 2,000 brands and 270,000 employees. It has 465 factories across 165 countries.
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