PwC

Solution

PwC turned Microsoft Copilot into a governed enterprise AI layer rather than a standalone productivity pilot. Working with Microsoft, the firm embedded Copilot into the Microsoft 365 environment its people already use, then rolled it out across more than 100 countries using a decentralized operating model. Territory teams could choose configurations that matched local regulatory and operational needs, while a hub-and-spoke governance model, global knowledge center, and sharing framework kept standards consistent. PwC also built dashboards from Microsoft data sources to track adoption, usage, efficiency gains, and behavior across Teams, Outlook, and later Copilot Studio agent reporting. Role-based training, prompt campaigns, and feedback loops refined how agents and features were used in practice. The result is one of the world’s largest Copilot deployments, with Responsible AI, local data controls, and enterprise security built into the rollout rather than bolted on later.

Data flow

Work content and Microsoft-provided data sources remain inside PwC’s Microsoft 365 estate, where Microsoft Copilot surfaces assistance within Teams, Outlook, and related applications. Usage and adoption data feed PwC-built dashboards, and local territory configurations plus governance controls determine how agents and features are deployed across the global network.