Exploring How Organizations Can Adapt To Digital Change Without Compromising Operational Excellence
In today’s fast-moving digital landscape, organizations are under pressure to adapt quickly while maintaining operational excellence. We sat down with Marc Rouhana, Head of Digital Adoption at Learning Pool, to explore how businesses can stay ahead of the curve. From building super-user communities to leveraging AI, Marc shared valuable insights and practical strategies to help L&D teams lead the charge in digital transformation.
What is one of the most significant challenges that organizations face today when trying to strike a balance between navigating rapid digital transformation and achieving operational excellence?
One of the biggest challenges organizations face right now is keeping up with the pace of digital change while making sure everything still runs smoothly day to day.
A lot of companies jump into digital transformation thinking it’s just about getting new tools in place—but the real challenge is making sure people are actually ready to use those tools effectively. If your team isn’t confident or trained properly, it slows everything down and can lead to mistakes or low adoption.
That’s why it’s so important to focus on things like building super-user communities and creating a culture of continuous learning. When you have internal champions and give your people the right support—whether that’s in-app guidance, peer learning, or just space to grow—you make that transformation stick and keep your operations running strong. It’s all about bringing your people along with the change, not just pushing new tech at them.
There is still some apprehension regarding Artificial Intelligence in L&D. Based on your experience, how is AI currently shaping digital adoption, and how can it help organizations maximize ROI from their training/learning initiatives?
AI is already making a meaningful impact on digital adoption, especially by delivering timely, contextual support directly within the apps employees use. This eliminates the need to search for help, reducing delays, errors, and frustration.
Low adoption comes with hidden costs—escalations, lost productivity, and time wasted navigating unfamiliar systems. We help our clients build a strong business case that ties high adoption rates to real ROI by showing how these inefficiencies add up.
OnScreen Guidance’s AI-powered features—like AI-generated Help Text for Auto Documentation, and AI Translations—are designed to tackle these challenges. They simplify content creation for authors and ensure users get the right help exactly when they need it, improving both training outcomes and operational efficiency.
What is one of your standout digital transformation client success stories?
One standout digital transformation success story is our work with Sappi. They were undergoing a major IT and SAP system overhaul and needed a way to guide employees through the change without causing disruptions. OnScreen Guidance helped them deliver in-app, just-in-time training, right within the systems employees use daily.
By integrating guides into their platforms, Sappi enabled on-the-job learning, minimized the need for off-site training, and improved efficiency. As a result, they reduced training time by 30%, improved overall team performance, and received strong feedback from employees. It was a great example of successful change management powered by digital adoption.
Read the case study to learn more about how Sappi effortlessly integrated guidance directly into the software and platforms that power its business.
Is there a recent development project, product launch, or another initiative our readers should know about that can help them unlock their team’s potential?
One of our most exciting recent developments is the launch of AI-powered features within OnScreen Guidance. These innovations are designed to solve the real challenges our clients face—low digital adoption, rising support costs, and lost time due to inaccessible data, complex system navigation, and processes that lead to high error rates and compliance issues. From AI-generated help text and automated process documentation to real-time translations, our features are designed to make digital adoption faster, easier, and more effective.
Of course, with everyone leveraging AI, it’s essential that we not only keep pace but also find meaningful ways to apply it specifically to the digital adoption space. That’s why we continue to innovate every day—listening closely to our clients, understanding their digital transformation concerns, and building AI solutions that make a real difference where it matters most.
What do you think the future holds for Digital Adoption Platforms? Are there any trends or emerging technologies L&D and HR pros should keep in mind?
The future of digital adoption platforms (DAPs) is incredibly promising, with an increasing role in streamlining the adoption of new technologies across organizations. As businesses continuously evolve, DAPs will be essential in helping teams navigate the complexities of their digital transformation journey. One trend to watch is the growing integration of AI, which will make DAPs even more powerful by personalizing guidance, automating tasks, and offering real-time support, making adoption faster and more efficient.
DAPs are here to stay because they address a fundamental challenge in today’s fast-paced, ever-changing work environment: ensuring that employees can keep up with new tools, processes, and technologies without disruption.
As long as organizations continue to face the rapid pace of technological change and growth, digital adoption platforms will be essential in keeping people, processes, and technology aligned. They play a critical role in driving operational excellence by ensuring that teams can adapt quickly and perform efficiently within evolving systems.
With AI continuously enhancing these platforms, DAPs are no longer just tools for onboarding—they’re catalysts for continuous learning, workforce upskilling, and long-term performance improvement.
Wrapping Up
Marc’s insights underscore the pivotal role of L&D in driving successful digital adoption. By empowering Subject Matter Experts, aligning learning with business outcomes, and embracing AI, organizations can foster a culture of continuous improvement and deliver measurable ROI.
To support these efforts, Learning Pool’s Digital Adoption Platform offers the tools and technology you need to guide users through change, embed learning in the flow of work, and accelerate transformation at scale. Whether you’re at the start of your digital journey or looking to optimize existing programs, these takeaways provide a strong foundation for long-term success.