NextGen Change

Create immersive, digital, and interactive experiences that personalize the change journey for affected stakeholders, to help make transformation engaging and meaningful.

• Branding & Creative Communication
  Craft high-impact, memorable messaging and visuals. Confirm that communications are clear, informative, engaging, and motivating for stakeholders, helping them understand the changes and feel energized and excited about them.
• Ways of Working
  Empower high-performing teams to achieve significant improvements in efficiency, effectiveness, and productivity. Transform the way teams operate by introducing innovative methods and tools that can streamline processes and enhance overall performance.
• Immersive Experiences
  Use roadshows, demos, and live or virtual events to share compelling stories and experiences, encouraging users to become more emotionally invested in the environment, culture, or new way of working.
• Transformation Orchestration
  Establish a winning team and project foundation with governance, team building, metrics, and guiding principles to help enhance team potential, guide the project, and foster continuous learning and improvement.

Equip leaders and employees with the skills of the future through continuous capability building and high-performance teaming, to help solidify new ways of working and improve organizational performance.

• Culture Ignition
  Accelerate and sustain transformation by tapping into cultural strengths and focusing on the 'critical few' behaviors to help drive success.
• Experiential Learning
  Equip individuals to handle change effectively by offering high-impact, immersive, and social learning experiences. Confirm that learning is continuous, delivered in consumable 'drip-feed' portions, enabling learners to better retain information and apply it in real-world scenarios.
• High-Performance Teaming
  Build capabilities within the organization to help create capacity, elevate productivity, collaboratively problem-solve, and engage across silos to establish future state ownership and sustainable change.

Turn progress into proof by defining what success looks like and tracking it in real time. Using data, feedback, and behavioral insights, we surface what’s working, where to adapt, and how to sustain momentum—allowing transformations to deliver measurable value at every step.

Change sticks when people believe in it. We bring transformation to life through storytelling, leadership alignment, and personalized engagement that connects individuals to the bigger picture. By grounding change in purpose and creating space for people to see themselves in the journey, we help build trust, energy, and lasting commitment across the organization.

Our approach is rooted in a change vision that prioritizes employee experience and purpose, with programs that leverage design thinking and storytelling. Through collaborative problem-solving, gamification, and innovation, we can drive meaningful change that resonates across your organization.

Our targeted upskilling campaigns equip teams with essential tools to help build the skills and ignite the behaviors that can drive lasting business success. We strengthen internal change with user-friendly playbooks and resources, enabling critical behaviors that empower strategy and can sustain new ways of working.

We write a measurable value story and identify priority "hot spots" for real-time feedback, applying deep analytics for tailored change planning rooted in organizational and cultural insights – helping to successfully capture employee sentiment and effectively measure change readiness.

Experiential & Capability-Driven Change from Strategy to Execution

Challenge
A global energy company sought to modernize their technology platform to enable improved data insights and digital optimization, while reducing technical debt and freeing cash flow year over year. It was essential that the solution was anchored in business value.

Solution
PwC introduced its change management approach, helping business and technology leaders align on ways of making decisions anchored in a common framework for defining business value. Early leader and stakeholder alignment was achieved through a series of interactive and collaborative workshops across the globe engaging impacted functions and territories. Alignment was further sustained through a capstone collaboration event, where the top 80 leaders united around a single strategy and an “enterprise mindset” for generating business value and driving future technology and process decisions.

PwC went on to support the implementation of a highly successful three-year tech enabled transformation program to 13 business unit territories, across major functional workstreams - Finance, HR, Supply Chain, Capital Projects, Operations, Data Modernization and Security & Controls. The early leader alignment work served as the foundation for an enduring governance and decision process throughout the program and beyond.

Employees engaged in a different type of change experience. Personalized change journeys were created to address new ways of working for key impacted roles. Early interactive engagements – such as live demo events – were conducted to build interest and drive early, immersive learning. Training was multi-modal and delivered across a global, hybrid workforce of 9,000. The personalized and behavior-driven change program was conducted in collaboration with the client team, fostering agile teamwork, ownership of new ways of working, and the building of a “change muscle” that would serve the organization in the future.

Result
With a shared vision and alignment across senior leadership, the program launched successfully with clear guidelines, behaviors, and high user adoption. Change was leader-supported and citizen-led, putting people and capabilities at the center of the effort.

Through targeted and interconnected execution, the program reshaped how digital technologies transformed existing ways of working. The change effort underpinned end user adoption of new behaviors and the streamlining of processes on modern systems.

Enabling Lasting Change Through a People-Centric CRM Transformation

Challenge
A global technology organization aimed to transition all 32,000 employees to a reimagined, flexible CRM platform designed to boost productivity, streamline workflows, and position the company as its own leading use case. To achieve this, the organization needed a structured, people-first approach to change management that enabled alignment with business goals and accelerated adoption.

Solution
PwC's Change Management team worked with the organization to implement a persona-based approach, enabling a seamless transition tailored to employees' unique needs. The team first designed a reimagined end state, identifying process gaps and opportunities for improvement. By assessing the organization’s maturity and readiness for change, they developed targeted interventions that aligned with both business objectives and employee expectations. Throughout the process, the change strategy was closely integrated with the technical roadmap, fostering collaboration between business and technology stakeholders.

Result
With materials tailored to specific user personas, the program drove higher engagement and adoption. The approach confirmed that change management efforts were proactive, strategic, and positioned for long-term success. A unified voice across the Change Management team and Program Management Office enabled shared goals, faster solutioning, and risk mitigation. The successful transition to the new CRM experience led to an anticipated $585M increase in annual revenue, reinforcing the organization’s commitment to innovation and operational excellence.

M&A-Driven Technology & Process Transformation

Challenge
A global beverage company, exiting from their parent organization, needed to transition all IT services within an accelerated post-acquisition timeline. This change affected employees throughout the company, combining digital, organizational, and cultural shifts that required a holistic change management approach.

Solution
PwC established a holistic blueprint to support smooth execution and governance across a complex, time-sensitive transformation. PwC’s Change Management team developed an integrated approach—anchored by a centralized Transformation Management Office—that brought together multiple client workstreams with varying levels of change readiness along a consistent journey. Regardless of where each workstream began, the plan allowed all groups to receive role-based messaging and training tailored to their specific needs. This enabled alignment to a single vision and unified way of working across the newly independent organization, fostering clarity, confidence, and a shared direction among employees.

Result
The implementation was completed in a record 15 months, deploying 310 new processes across 5 business units to establish a new entity with 1 consistent source of data. PwC delivered 250+ communications to 3,100+ users across 7 countries in 3 languages, to communicate to the company’s employees not only how to use the new unified system, but to understand the new business processes established for working at the new company. Through leveraging role-based learning journeys and a unique training curriculum, the program prepared 98 stakeholder groups and facilitated 700+ train-the-trainer and end-user training courses, to successfully transition employees to the new ways of working.

Leading Global Change Management Strategy and Execution for Post-Acquisition Integration and ERP Implementation for Global Pharmaceutical Client

Challenge
A global pharmaceutical and life sciences company embarked on a multi-year, post-acquisition integration journey that focused on three key pillars: 1) rationalization of the operating legal entities, 2) integration of the legacy ERP systems, and 3) optimization of the future state supply chain footprint and operating model.

Given the scale and complexity of the integration – spanning across 45+ commercial markets and 10+ manufacturing sites – a tailored approach to change management was critical.

The organization required a scalable, fit-for-purpose strategy that could accommodate diverse stakeholder needs across geographies, functions, and cultural contexts.

Solution
The PwC team collaborated with both global and local project managers and leaders to understand the specific needs and cultural nuances of their audiences, while also taking into consideration the varying requirements for each individual market or manufacturing site, multiple languages and employee shift schedules.

PwC developed and implemented a scalable change management and communications strategy across a variety of functions and stakeholder groups, including Finance, Supply Chain, Procurement, Quality and Manufacturing. This enabled a more targeted change journey for end users – considering the type and magnitude of change each group faced (ranging from a change in legal entity, to a complete overhaul of their systems and processes) – ultimately engaging stakeholders in the right way, at the right time.

Results
Through strong leadership alignment and highly engaged end users, the team enabled 30+ successful go-lives across the various markets and manufacturing sites, empowering end users to adopt new technologies and ways of working.

With a fit-for-purpose change management approach – that prioritized the perspective of the end user in the context of business outcomes – the organization is better equipped to deliver on its objectives to operate more efficiently and deliver medicines to patients faster.

Enterprise-wide Change Management Strategy and Execution for HCM Implementation at Fortune 50 Financial Services Provider

Challenge
A Fortune 50 financial services company invested in a multi-year Human Resources (HR) and payroll transformation to enhance their employee experience, unlock greater operational efficacy, reduce organizational risk, and develop stronger data-driven insights to better manage its workforce. The organization had previously implemented financials and needed to effectively manage risk to merge data from existing Human Capital Management (HCM), payroll, and recruiting platforms onto an integrated platform with financials, a change impacting 100% of the workforce at varying levels.

Solution
PwC designed a scalable change management strategy and approach based on the NextGen Change methodology and capabilities, which can activate leaders within the client's HR, communications, training and payroll organizations to partner in delivering the change. At the onset of the program, the PwC team activated a scaled team of 15-20 clients to serve in specific roles within the Change Management Office (CMO) to help drive the change strategy and execution, which allowed enhancements of the launch experience for various stakeholder groups. Early in the program, change management was embedded into design sessions to support a culture of bold transformation and teaming while helping to manage risk within the project team, and maintained a strong focus on the people manager and employee experience in defining the future state.

The strategy was centered around a leader and citizen-led approach, pairing coalitions of influential leaders with change champions from each division of the organization to create tailored and personalized business readiness plans, ideal sized for each impacted team. At the desired moments, 25 VP+ change leaders were engaged to communicate, model, and reinforce the proper behaviors and a network of 60 change champions spanning each division of the organization was stood up to assist with execution early in the program and enable knowledge transfer throughout the journey. With new branding, uplifting and tailored communications were created and an enterprise-wide Microsite was launched to continuously share fresh content and valuable support resources.

The drip feed training approach included self-paced e-learns and job aids for major process changes, while subject matter specialists hosted office hours and demos to help provide opportunities to answer individual questions. The marquee readiness event, hosted a month prior to go-live, was a half- day, virtual expo, open to all employees and attended by 28% of the population including senior leaders, people managers, and employees. Attendees could choose their own learning journey by opting in to up to 6 of 10 sessions on various topics – with some sessions geared towards preparing managers and others aimed at the broader population.

Results
Using the NextGen Change approach, the organization was successfully prepared for a seamless launch. A month before go-live, stakeholder readiness scores exceeded 85% positive perception, demonstrating strong early engagement, commitment, and readiness. On launch day, over 70% of users accessed the platform within the first few hours, and within two weeks, over 98% of the company had logged in, emphasizing rapid and widespread adoption. Supporting this success, 81% of the organization opened the initial launch message, and self-paced training materials were accessed over 3,000 times during the initial two weeks.

As a result, the client is achieving the value from the implementation including creating a single enterprise platform for HR, payroll, and finance while improving the employee experience and productivity. The Chief Information Officer (CIO) and other senior leaders commented that the “engagement and readiness for this launch needs to become the standard for additional large programs”. The tactics deployed by PwC helps drive sustained user engagement through future phases of the cloud platform rollout.

The Culture Thumbprint, a tech-enabled diagnostic service developed by the Katzenbach Center, PwC’s global culture center of excellence, is how PwC assesses organizational culture. It is an AI-driven survey-based tool that surfaces insights on dominant culture traits so that leaders can identify ‘The Critical Few’ behaviors that help drive cultural alignment with business outcomes and employee experience.

PwC’s Listen Platform is a survey and analytics solution designed to capture real-time feedback from employees and customers. By utilizing expertly crafted questions and AI-driven analytics, it can uncover strengths and identify areas needing improvement within an organization, enabling leaders to proactively address challenges within change management activities, enabling smoother transitions and higher adoption rates of new initiatives. The platform's configurable dashboards and holistic reports can provide actionable insights, allowing for timely adjustments and informed decision-making throughout the transformation process.