Webinar · Summary

Deploy a Digital Adoption Platform at global scale.

Discover how Airbus deployed a Digital Adoption Platform globally to simplify the use of its HR and business applications, reduce support requests, and empower employees to work more independently.

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46 countries included in the rollout

Airbus customer experience

Knowmore webinar on the global deployment of a Digital Adoption Platform with Airbus

Global rollout
Scale digital support in a complex environment.

At a glance

Deploying a Digital Adoption Platform in a complex global environment.

Airbus opère plus de 130 plateformes RH dans 46 countries et 200 entités juridiques. Dans cet écosystème très hétérogène, les collaborateurs utilisent en moyenne 7 à 9 applications par jour, souvent en SaaS et régulièrement mises à jour : un contexte où l’accompagnement digital doit être continu, contextualisé et scalable.

What you’ll learn

Three levers for a successful large-scale DAP rollout.

Structure

Define an adoption strategy that can support dozens of countries, diverse user profiles, and a broad application landscape.

Guide

Embed step-by-step guides, videos, contextual tips, alerts, and feedback directly into business applications.

Scale

Evolve the DAP into an intelligent entry point combining personalization, content, and artificial intelligence.

The essentials

Discover Airbus’s experience.

François Rexer shares four years of K-NOW deployment at Airbus, the results achieved in user support, and the next steps around AI and personalization.

Key takeaways

Move from traditional support to an integrated assistance experience.

Training, documentation, coaching, helpdesk services, and chatbots were not enough to remove every adoption barrier. A DAP adds a layer of assistance directly inside applications, exactly when users need it.

✓ Guide les utilisateurs directement dans leurs applications, sans rupture de parcours.

✓ Roll out the DAP progressively across a highly diverse global HR environment.

✓ Reduce support calls from around 11,000 to 3,500 per month — nearly a 70% decrease.

✓ Prepare the next step with AI, personalization, and a single entry point for assistance.

Topics covered in this webinar

A real-world case study for organizations that need to scale.

International rollout

You need to support users across multiple countries, entities, and business contexts.

Reduce support demand

You want to reduce recurring tickets and calls without compromising the user experience.

Scale your DAP

You want to structure the rollout, governance, and evolution of a Digital Adoption Platform.

AI and personalization

You want to build a smarter, more personalized, and centralized assistance experience.

The speaker

A concrete case study from Airbus.

Airbus

François Rexer

Ho Digital employee experience and care

He shares Airbus’s experience with the global rollout of K-NOW, the reduction in support requests, and the move toward more personalized, AI-enhanced digital assistance.

The Knowmore suite