PwC’s Reggie Walker Shares Proven Insights on Digital Transformation Success

“State the problem in words as clearly as possible.”

This mantra, borrowed from Brian Eno’s Oblique Strategies, is a powerful guide for tackling the often vague concept of digital transformation. While firms invest heavily in initiatives ranging from AI and IoT to custom Salesforce apps, a Forbes analysis shows that 70% of these projects fail to meet their objectives.

In an exclusive interview at Salesforce Dreamforce, PwC’s Chief Commercial Officer, Reggie Walker, outlines the key principles that have enabled PwC to consistently deliver transformative outcomes for its clients.

Many vendors promote digital transformation—what sets PwC apart?

Walker: "Our longevity gives us a deep understanding of complex change. We don’t just talk about transformation; we live it. The best results come when we practice what we preach inside PwC and then extend that experience to our clients."

PwC’s approach hinges on a few proven pillars:

• Executive Sponsorship That Drives Action: Leaders must be visibly engaged and accountable—an active sponsorship that matches the commitment of day‑to‑day operations.
• Clear Ownership and Funding: Every transformation has a defined owner, a dedicated budget, and a senior sponsor who pushes the initiative forward.
• Alignment with Strategic Vision: Technology investments must serve a clearly articulated business strategy, not be adopted for technology’s sake.

Who sets the tone for PwC’s internal digital transformation?

Walker: "Our Chairman, Bob Moritz, set the vision and kept the momentum alive with daily check‑ins, asking ‘Where are we?’ and ‘What do we need to do?’ His example made transformation a lived reality.”

How can an organization embed this vision across the enterprise?

Walker: "It starts with clear communication—everyone must understand how their role contributes to the strategic vision. It’s not enough to install new tools; we must reshape processes and mindsets.”

What practical changes affect employees’ daily work during transformation?

Walker: "Beyond upskilling, we must actively eliminate outdated practices. If teams keep using legacy spreadsheets, they’ll revert to familiar habits. We redesigned workflows to enforce new ways of working.”

Can you give an example where removing old practices proved crucial?

Walker: "Consider AI‑driven workflow automation replacing spreadsheet tasks. If we allowed spreadsheets to remain, users would revert. We actively phased them out, ensuring teams embraced the new tools.”

What additional tactics help drive successful digital transformation?

Walker: "Gamification works wonders. At PwC, we used our Adoption Central platform to reward points for using Salesforce features, ran company‑wide contests, and even closed the office for a day of celebration when goals were met. These initiatives turn adoption into a fun, collaborative challenge.”

As a Salesforce leader, how does your role intersect with digital transformation?

Walker: "I balance two hats: leading U.S. marketing, sales, and external communications, and overseeing PwC’s internal Salesforce implementation. Globally, I guide our consulting practice, aligning our capabilities with Salesforce’s roadmap and delivering solutions that empower clients to transform.”

What common obstacles cause transformation initiatives to stall or fail?

Walker: "In large organizations, the biggest hurdle is often internal inertia. Even the best leaders may treat transformation as a side project. We learned that by transforming our own culture first, we could demonstrate tangible benefits and inspire our clients.”

Reggie Walker’s insights underscore that digital transformation is as much about people, leadership, and process as it is about technology. By embedding these principles, PwC consistently turns ambitious projects into lasting value for clients worldwide.