What does it take to rebuild an entire internal communications function – across 60 countries, 23,000 employees, and a business undergoing mergers, digital reinvention, and cultural transformation? This was the theme of “Two Years of Change”, a captivating session on the Internal Communications stage at the Employee Engagement Summit. We were joined by Laura Low, Head of Internal Communications at Xylem, a global water technology company, who delivered one of the most talked-about stories of reinvention and resilience.
In her session, Laura Low from Xylem, reflected on how she stepped into a role where internal comms barely existed – no intranet, no metrics, and no consistent leader communications – and turned it into a strategic powerhouse. Her journey began with just two people and a mandate to "build from the ground up". Two years later, she leads a team of seven supporting leadership, culture, transformation, and strategy across the entire organisation.
What stood out was the balance Laura achieved between technology and humanity. A pivotal early move was introducing Poppulo, an email tool that brought measurable insights for the first time. This shifted her team from reactive communications to a proactive, enabling model – complete with templates, toolkits, and training to empower others across the business.
But progress wasn’t just about tools. Laura shared how the business experienced a whirlwind of change: a major acquisition, a new CEO, a redefined operating model, and a complete cultural refresh – all in one year. Her team mirrored the transformation, moving away from regional silos and creating a truly global comms function. By introducing self-service resources, they freed up time to focus on what really mattered: strategic storytelling and meaningful connection.
An especially inspiring moment came when Laura described how leadership communication evolved. Global calls were redesigned so half the time was dedicated to open discussion, Q&A, and sharing knowledge. It wasn’t just about cascading messages – it was about listening, anticipating questions, and creating psychological safety. The result? Leaders who communicate with confidence and empathy, and employees who feel seen and heard.
Language, too, was a frontier of transformation. Early efforts to translate content into seven languages proved too narrow for a workforce spread across the globe. With AI-powered translation built into Poppulo, messages are now delivered in more than 20 languages almost instantly, boosting understanding and inclusion – proof that accessible communication is powerful communication.
AI is now woven into every corner of Laura’s team. From drafting content to designing visuals, it’s boosting creativity and freeing time for innovation. The company is even developing its own AI model, using internal data to shape a bespoke platform built for collaboration and knowledge-sharing.
And yet, amid all this technology, Laura’s message was refreshingly human. Culture, curiosity, and respect remain at the centre of everything her team does – guided by values like “ask questions with curiosity, challenge with respect.” It’s a constant reminder that technology should serve people, not the other way around.
This session was a masterclass in modern internal communications – how data, AI, and empathy can combine to create a truly agile, global, and people-first function.
Want to dive deeper? Listen to the full conversation with Laura on our podcast from the Employee Engagement Summit, where she shares more behind-the-scenes insights and practical advice for comms teams navigating fast-paced change.
To register your interest for the 2026 Engage Employee Summit click here: https://www.engageemployee.com/engage-employee-summit-registration