De Lijn, a leading public transportation company, has taken a major leap in digital transformation by successfully integrating Microsoft 365 Copilot into its organization. Through the Copilot Vision & Value Accelerator program — a phased, hands-on training approach — De Lijn improved adoption, deepened user knowledge, and increased satisfaction levels. The program was co-funded by Microsoft and rolled out with precision and impact.

With over 100 Copilot M365 licenses acquired, De Lijn’s main objective was clear: help employees automate repetitive tasks and focus on higher-value work. But adopting a new AI-powered assistant isn’t plug-and-play — it requires awareness, skills, and above all, support. The challenge was to introduce and embed Copilot from the ground up.

To ensure a smooth introduction and adoption, De Lijn launched the Copilot Vision & Value Accelerator — a five-step rollout combining interactive workshops and personalized follow-up. The approach focused on:

• User Adoption: Encouraging hands-on use of Copilot;
• Effective Support: Combining targeted webinars with 1-on-1 and team coaching;
• Enhanced Knowledge: Building understanding of AI capabilities within M365;
• High Satisfaction: With 93% of participants recommending Copilot to colleagues.

The structured program included a kick-off session to align expectations, development of an action plan, in-depth 3-hour workshops, tailored coaching sessions, and feedback surveys to measure impact.

Thanks to the phased and people-centric approach, De Lijn saw a significant increase in Copilot usage and user confidence. Employees reported better integration of the tool into their daily tasks and a clearer understanding of how AI can support their work.

This case confirms the importance of combining training, coaching, and measurement when introducing innovative tools. De Lijn's experience shows how putting people at the center of change drives adoption and unlocks the true value of AI in the workplace.