WalkMe is a software company developing and providing a Digital Adoption Platform (DAP) intended to simplify user experiences with insights, engagement guidance, and automation capabilities. This helps accomplish tasks from simple online transactions to complex cross-application software processes. The platform performs as an invisible layer to offer visual cues and personalized content on top of a website or enterprise software and aims to simplify digital adoption for employees and customers while offering a solution to increase enterprise productivity.
The company was founded in 2011 and is headquartered in Tel Aviv, with offices in Raleigh, North Carolina, Tel Aviv, Sydney, London, Tokyo, and New York City.
WalkMe's Digital Adoption Platform is a code-free software platform that enables organizations to measure, drive, and maximize the impact of their digital transformation and accelerate the return on software investment. The platform leverages proprietary technology to provide CIOs and executive management with visibility into the technology stack.
WalkMe's platform has been recognized in Everest Group's PEAK Matrix Assessment of DAP vendors as the leading DAP product. The platform has also been recognized on the Forbes Cloud 100 for five consecutive years. As of December 2019, the company was valued at USD $2 billion, making it a unicorn. The company's initial public offering (IPO) took place on June 16, 2021, and resulted in a valuation of USD $2.56 billion.
WalkMe's DAP is a no-code software platform intended to help organizations measure, drive, and work to increase the impact of their digital transformation while accelerating an organization's return on their software investment. The platform offers business executives visibility across a technology stack to track and understand the impact of a digital transformation strategy. This includes management dashboards offering visibility into system usage and productivity across a technology portfolio. It offers digital experience analytics, which can help user experiences across applications, find where struggles for users exist, and help organizations continue to optimize experiences and keep up with changing software and user experiences.
The DAP platform offers tracked events and funnels data to help users track meaningful events on a website or business application and use funnels to analyze specific user behaviors. This includes session streams and session playbacks to recreate user journeys by viewing past sessions in video or lists in order to analyze those journeys and find points of unintended friction.
From the user perspective, the DAP platform offers tools for design to help contextualize and personalize experiences to engage and drive user adoption of digital assets. This includes WalkMe's code-free editor, which guides users to complete any business processes across single or multiple applications using strategically placed and personalized content delivered at the moment of need.
This is intended to help understand how customers or employees will engage with WalkMe content in the form of on-screen, cross-application guidance, user segmentation engagement, on-screen automation, and content validation. Part of improving the user experience is through the automation of mundane tasks, within and across applications. WalkMe's ActionBot is a natural language chat interface that centralizes and streamlines search, form fills, and business processes in a single place.
WalkMe's ActionBot is part of the platform's automation tools. These tools are intended to reduce the amount of time employees spend on repetitive, tedious, and complex processes, while also speeding those processes up for higher employee and customer efficiency and satisfaction. This can be cross-application automation of processes to eliminate empty clicks. ActionBot is also, through its use of natural language processing, capable of completing some of those processes and accessing data without needing users to open specific applications.
The automation tools are designed to increase employee and customer satisfaction and reduce the chance they are overwhelmed by software, procedures, and constant changes in processes that can lead to confusion, frustration, and an increase in support overhead. As well, with automated form and fields filling, errors can be reduced to improve overall data integrity while streamlining user experience.
Through WalkMe's DAP, the company offers data and visibility tools to help companies use data in the decision-making strategies for digital adoption. This is intended to give those organizations visibility into digital transformation initiatives, with tools such as dashboards to help a company gain a consolidated view of data from web and desktop systems across an entire organization. As well, these tools can help understand employee productivity and adoption trends across an entire technology portfolio, which can, in turn, help identify systems with low utilization to help employees remain productive. The data and visibility tool can also offer an organization a real-time tool to see events and user interactions with an application, as well as understand the actions customers take to address points of friction, increase product adoption, and provide a better experience for customers.
WalkMe offers digital workstations for employees, intended to help the digital employee experience and connect those employees through enterprise applications, while offering search, communication, and self-service support for workers regardless of their location. The workstation offers centralized tools and cross-system processes for employees. This includes built-in natural language conversational interfaces, automation, and a communications center, to help employees complete tasks and stay informed from their desktops. The employee workstation is also designed to help simplify their onboarding process and accelerate time to competency and software training, with personalized onboarding capabilities and always-on support.
Similar to offering digital workstations for employees, WalkMe offers the company's platform through desktop and mobile applications. The desktop application is intended to help drive further adoption of applications on employee desktops and help modernize user experiences in legacy software systems. The use of desktop applications can help offer visibility into software usage across an organization and is intended to accelerate onboarding and increase user efficiency across all departments.
For mobile, WalkMe offers the same tools in a mobile application to help customers and employees interact with software and tools while on the go. This can increase the ability to onboard and train users regardless of where they are and keep them up to date while those employees are on the go or in the field from their mobile devices. This also allows users to improve the user interface and experience of applications or mobile-web experience without added hours and to post announcements outside of sprint cycles. And the mobile tools are intended to encourage desired user behavior and drive action from the right users at the right time using data triggers and segmentation, while prompting outdated application users to update to the latest version.
Another part of WalkMe's digital adoption platform, TeachMe helps train users within the flow of work, to yield higher user engagement and full knowledge comprehension while offering analytics on those users. TeachMe can help keep employees up-to-date with seasonal information, impromptu changes, and platform migrations and can offer guided learning paths to increase user understanding. The TeachMe tool is intended to help simplify product training overall and helps develop personalized training paths to build certified power users, guiding users from their first task to more powerful features. For any application, TeachMe offers organizations the ability to understand concepts with traditional resources like videos and in-application guidance and engagement. The TeachMe tools also enable organizations to check employee knowledge retention directly in the application and with in-app quizzes.
WalkMe's platform offers security and data privacy with security controls and what the company calls a robust approach to maintain an organization's privacy and ensure the organization meets market standards and compliance regulations for consumer and customer data protection and trust. WalkMe's security uses technical, contractual, and operational safeguards to protect data, take into account the nature of personal data, and to anticipate possible threats posed on the data. Part of this includes authentication, encryption, and access control systems and configurations to protect against unauthorized access.
The platform verifies that all information remains and is kept in its original and complete form while monitoring and controlling data integrity across the data's entire lifecycle. WalkMe's platform also works to give organizations full control over data collection in order to support data rights and choose which data is collected and the necessary controls.
The platform's security and data privacy controls include data residency controls, allowing organizations to specify the geographic locations where data will be stored; data protection that works to encrypt everything, including any type of data, and regardless of if that data is in rest or in transit, with encryption practices based on NIST and FISMA (CISA) standards; data retention tools to allow customers to take control of the data and information collected with analytics data to be deleted and anonymized by request; and a data processing addendum (DPA), which follows the Court of Justice of the European Union (CJEU) validated Standard Contractual Clauses (SCCs) in order to transfer data outside the European Union.
Furthermore, WalkMe works to maintain extensive compliance standards aligned with industry best practices, regulatory, federal, or state rulings, international or regional laws, and industry-specific requirements. This includes certifications and attestations assessed by third parties and independent auditors; compliance with global laws and regulations, including EU-GDPR as a data processor, and US-CCPA as a service provider, in the provision of WalkMe's services. The platform and WalkMe follows compliance alignments and framework requirements for specific purposes and industries. Further security and data privacy certification and attestations WalkMe has achieved or received include the following:
- ISO/IEC 27001 - Information Security Management System
- ISO/IEC 27017 - Security Controls for the Provision and Use of Cloud Services
- ISO/IEC 27018 - Protection of Personally Identifiable Information
- ISO 27799 - Security Management in Health
- ISO/IEC 27032 - Guidelines for Cybersecurity
- SOC 2 Type II - AICPA's Trust Security Principles
- SOC 3 (SSAE-18) 0 AICPA's Trust Security Principles
- EU/Swiss-U.S. Privacy Shield
- TRUSTe Verified International Privacy Seal
- FIPS 140-2
- Health Insurance Portability & Accountability Act (HIPAA)
- General Data Protection Regulation (GDPR)
- California Consumer Privacy Act (CCPA)
- GxP - Good Clinical, Laboratory, and Manufacturing Practices
- Motion Picture Association of America (MPAA) - Content security best practices frameworks guidelines
- CSA STAR Self-assessment
- Shared Assessments Standardized Information Gathering (SIG)
- McAfee CloudTrust (Formerly Skyhigh) Enterprise-ready
- Amazon Web Services (AWS) Advanced Technology Partner
WalkMe's Growth solution is intended to drive users' behavior through a customer-centric solution that aims to provide an end-to-end solution for the entire customer lifecycle from trial conversion, through onboarding, feature adoption, retention, and expansion. This is through a three-step approach that identifies a user's frustration and pitfalls, which are then used to build a code-free solution with ease and measure the effectiveness of the new solution. This includes features from WalkMe's DAP platform, including a guidance and engagement tool, user-session video replays, user process automation, and is a fully integrated solution within the larger platform.
WalkMe presents the DAP platform as a solution for enterprises, including for CRM, HCM, ERP, among others; it is suggested to be a solution for employees, with management and IT solutions, sales solutions, human resources solutions, overall digital transformation solutions, employee onboarding, employee training, change management, and employee productivity tools built into the platform. As well, for customers, WalkMe's platform offers solutions for customer care, customer onboarding, and customer success, while for products, the platform is capable of working to increase product adoption and revenue growth.
WalkMe suggests the platform works as an industry and vertical-specific solution, including as a solution for telecommunications, retail, and e-commerce, the public sector, banking, and financial institutions, and healthcare institutions. Other solutions suggested by Walk Me, for the company's platform, include employee onboarding, website navigation, and conversion rate optimization.
Customers of WalkMe's DAP platform include the following:
- ThermoFisher Scientific
- Christus Health
- Quest Diagnostics
- Ulta Beauty
- Hewlett Packard
- Robert Half
- Del Monte
- Fairfield Residential
- Sumitomo Corporation
- Employment Hero
- Dreamforce Amazon
- DB Schenker
- First Midwest Bank
- Achieve 3000
- Tieto Evry
- Bank of Montreal
- eMoney Advisor
- Species 360
- AlayaCare Procura
- Tyler Technologies
- FMC Technologies