← All work
05

Enterprise transformation

Guiding enterprise change at 100,000-user scale

Marriott’s move from Salesforce Classic to Lightning showed why enterprise adoption is a product, business and change-management problem—not merely a software rollout.

Bryan Burke presenting on stage about an enterprise-scale Salesforce Lightning transition
Presenting lessons from the Marriott Lightning transition at Dreamforce. Photograph used with permission; other people and empty seating removed for focus.
RoleSalesforce program leader and transformation partner
PeriodSeven-month program
Case contextSalesforce Lightning adoption

01 / Context

The operating problem

A new interface changed familiar workflows for a large, distributed workforce. Teams had to separate genuine product limitations from configuration, readiness, business-process and adoption barriers—then route each issue to the people able to resolve it.

02 / Judgment

The decision behind the interface

My role was to keep the customer’s path forward and Salesforce’s learning loop connected. I helped business and technical leaders clarify blockers, shaped the right response for the customer, and consolidated recurring product findings so they could inform broader improvements.

03 / System

How the transformation work moved forward

  1. 01

    Distinguish product defects from process and readiness barriers

  2. 02

    Connect customer, business, technical and change leaders around the next decision

  3. 03

    Escalate recurring software findings with enough context for product teams to act

  4. 04

    Turn one transformation’s lessons into guidance other enterprise teams could use

Product narrative

A visual language for the system around the screen.

How the work connected

Marriott Lightning transitionSalesforce Lightning adoption

  1. Distinguish product defects from process and readiness barriers

  2. Connect customer, business, technical and change leaders around the next decision

  3. Escalate recurring software findings with enough context for product teams to act

  4. Turn one transformation’s lessons into guidance other enterprise teams could use

The product decision behind this workflow

My role was to keep the customer’s path forward and Salesforce’s learning loop connected. I helped business and technical leaders clarify blockers, shaped the right response for the customer, and consolidated recurring product findings so they could inform broader improvements.

Case-study reconstruction from my experience—not an employer screenshot or live product demo.

Next story · 06Making customer insights actionable at enterprise scale