I'm here in Kensington, London this morning to get an update from WalkMe, the well-known digital adoption platform. Arguably the poster child for the fast-emerging cottage industry, I've seen solutions in the category spread across organizations as they grapple with getting today's cornucopia of tech effectively used by their workers. However, among the digital adoption platforms available today, WalkMe continues to define the category, which was first tracked here by Constellation Research.
The success of providing just-in-time training and analytics insights for the digital employee experience has been evident given the number of Constellation SuperNova awards such solutions have won in recent years. Guiding workers through filing expense reports or managing complex projects to ensure they make the most of the expensive and sophisticated IT tools at their disposal has become so vital that I've now cited it as table stakes for the basic digital workplace today.
WalkMe, for its part, has never been content to rest on its laurels, so I'm excited to see what they present this morning in terms of the new art-of-the-possible for digital adoption platforms.
WalkMe Analyst Day, Q4 2022
9:00am: Ofir Bloch kicks things off, talking about how the category started. Talking about how just about every research firm covers the space now.
9:04am: Now Claire McGovern, Senior Manager of Analyst Relations, is up and introducing the schedule and the day.
9:10am: Maor Ezer, SVP in the WalkMe Office of the CEO talking talking about living through a rare time in human history. COVID-19, supply chain, Ukraine War, the economy and other current events as a defining time to live through. All of these event are driving change and "really affects us. In the world of enterprise, what we're seeing is we saw a massive spike in experience through the sole great resignation and everything. Everybody started thinking about the employees about the experience they're having, getting the job done, and suddenly almost in a day, we're now seeing the industry talk about ROI, efficiency, and optimization." Shows a graph of the S&P 500 to show the major event shaping the world today.
9:17am: Maor says the ability to connect the user experience the user, whether it be the customer or the employee, to the the business workflow is what drives the ROI. And what is the goal. If you're able to put them together, you're going to see a lot more ROI. Notes that the typical organization rolled out 187 apps last year, often with duplicative value, but don't get nearly the value from them that they should, due to adoption challenges.
9:22am: Now talking about the digital adoption journey, especially across business applications, the business keeps on saying they're thinking about an application, but they are thinking about an application, but it's not an application. It's a user journey, and the user journey goes over multiple applications. Cross application digital adoption is where the value is, notes Maor. It's all about the frustrated employee, who has to engage with so many pieces of software.
9:31am: Talking about their partner ecosystem. "We've seen Accenture build their first digital adoption practice. Same with Deloitte. SAP made a huge deal with us, were sold with Concur by them." Have seen comparable growth in process intelligence. Talking about positioning, one person notes that "random acts of digital are a thing of the past", meaning WalkMe helps organization make digital deployment and adoption more deliberate and planned.
9:38am: The buyer of the DAP solution today is still fragmented notes Maor and sits across sales, product, IT, HR, customer care, e-commerce, finance, and operations. The CIO, CDO, and CHRO are often taking the ownership, though the best fit currently for DAP acquisition overall is the CIO. "They tear it out of the business, and make it a center of excellence."
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