Digital Adoption: Building a Center of Excellence

Session Abstract

Digital Adoption is a key initiative for many. But building a Center of Excellence to help users adopt your product can be difficult even when you have all of the best practices in place - it is a whole new challenge when you are building a program from the ground up. Join us as we examine what it takes to develop a program focused on end-user adoption, how to increase time-to-value, and how to reduce client churn. This session will provide you with your own roadmap to a Center of Excellence, including how to:

• Identify Key Business Partners Needed to Develop a Digital Adoption Program
• Define Company Best Practices and How to Execute Them
• Create One or Many User Persona(s)
• Develop Measures for Client Time-to-Value

Please reference these handouts that J.P. Kelliher refers to throughout the presentation:

• Google Drive Folder with all handouts
• Key Stakeholders Checklist
• Design Workshop
• User Experience Checklist
• In-App Survey Guide