Technology is crucial for change and innovation, but people must embrace new technologies for successful transformation. Accenture promotes a human-first approach to change management that empowers people through effective adoption strategies. This includes defining a clear change strategy and journey, adopting modern deployment methods, focusing on measuring adoption behaviors, and providing ongoing end-user support to help people work together in a more integrated way. Accenture has achieved successful adoption metrics through tailored efforts that put people at the center of technology-driven change.

1. STORIES
Enhancing the value of
technology investments
Modern change
management

2. Copyright © 2022 Accenture. All rights reserved
A human-first
approach
Call for change
Technology is constantly evolving. And while
technology lies at the heart of change and
innovation, on its own it’s not enough to
drive effective transformation. People must
embrace and evangelize technology if it is to
contribute to successful business outcomes.
The 2020 Accenture Global Digital Fluency study
found that organizations need to have digital
fluency if they want to realize their full potential.
This means bringing together and aligning the
workforce with digital technologies, tools and
training, alongside leadership and cultural support.
At Accenture, our mission is to lead with a
human-first approach to inspire our employees
to embrace change, adopt new behaviors
and use technology to the full to deliver value.
Yet, neglecting the people-side of change to
fully exploit technology is often the missing
ingredient in many digital transformation efforts.
So, while significant time and money is being spent
on new platforms, new agile processes
and capabilities, it’s important to empower
people by applying an effective change and
adoption strategy.
We believe our people must use our systems fully,
in the way they were intended. As change leaders,
we don’t just teach people how to use something;
we explain why they’re using it and the value it
delivers. In turn, this adds more value to our own
business and, ultimately, our work with clients.

3. Copyright © 2022 Accenture. All rights reserved
Connected and
collaborative
When tech meets human ingenuity
Accenture aims to transform the way we
work as a company, enabling our people
to work in a modern, smart way. To do so,
we know Accenture people need
to connect, collaborate and create
effectively with team members and
our clients.
One size does not fit all and while technology
is a key enabler, we have found that strategy,
process and technology work together to
realize returns.
Here are the critical stages that continue
to make a difference as we apply our change
and adoption approach:
We define a clear journey and change
management strategy: Before getting started
on any technology deployment
it’s important to understand what the desired
business outcomes are and
what success looks like.
We adopt a modern approach to
IT deployment: There are standard
activities around any successful rollout:
communications, stakeholder management,
training and metrics. We’ve updated
these traditional methods using our
Center of Excellence to work in tandem
with the business.
We focus on the vital role of adoption:
We team with the business to understand the
desired business outcomes that the
technology can help to achieve. Then we
define and measure the behaviors that
demonstrate adoption.
We maintain end-user support and
enablement ongoing: We use technology
to enable technology, using digital adoption
platforms that guide users through an
application and provide contextual
support as they use a new tool.

4. Copyright © 2022 Accenture. All rights reserved
A valuable difference
Our change management and adoption
strategy helps people across the organization
to work together in a more integrated,
collaborative and efficient
way. By focusing on people’s behaviors
and using common language and visual
imagery, we make sure that our messaging
is clear and explains the benefits.
We conducted many interviews and formed focus
groups to develop six robust digital personas that
help us to better understand how our people work.
And we benefit from a data-driven approach that
measures how effective our efforts are and if we
are achieving the desired results.
By tailoring our adoption efforts we’ve been
able to:
• Onboard 50K active users in the first month of
launch of Client Business Projection
• Integrate 24K contracts into Manage
myDeal in the first three months
• Reach 97% accuracy for opportunities
with Manage mySales
• Migrate our entire organization to Microsoft
Teams, with more than 500K active users,
107M minutes of video conferences and 582M
chat messages each month.
• Establish more than 3,600 Microsoft Yammer
Community Forums before full-scale launch.
• Support Accenture’s passwordless journey with
99% of active Accenture employees
with at least one registered authentication
method, and 526K employees that are
passwordless capable.
• Technology makes the boldest ambitions
achievable, but people are the north star
that support the vision and direction,
open the door to innovation and make
new value a reality.
Using people
as the north star

5. Copyright © 2022 Accenture. All rights reserved
Copyright © 2022 Accenture.
All rights reserved.
Accenture and its logo
are trademarks of Accenture.
About Accenture
Accenture is a global professional services company with leading
capabilities in digital, cloud and security. Combining unmatched
experience and specialized skills across more than 40 industries,
we offer Strategy and Consulting, Interactive, Technology and
Operations services — all powered by the world’s largest network of
Advanced Technology and Intelligent Operations centers. Our
699,000 people deliver on the promise of technology and human
ingenuity every day, serving clients in more than 120 countries. We
embrace the power of change to create value and shared success
for our clients, people, shareholders, partners and communities.
Visit us at www.accenture.com.
Contact
Sarah Dugan
Managing Director
Global IT
Journey & Change Management
Amy Kempiak
Director
Global IT
Journey & Change Management
Jason Pucker
Director
Global IT
Corporate Technology,
Journey & Change Management
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