Elevating Strategic DEX Management with AI Sentiment Analytics

Nexthink has long been the leader in Digital Employee Experience (DEX) management, in large part to Nexthink Employee Engagement, a powerful way for IT to communicate timely information, fix issues collaboratively, and understand employee’ experience with technology. Its hyper-targeted campaigns to which employees actively respond, gives IT Leaders and teams the Sentiment context needed to have confidence they are addressing the technology issues employees consider important.

Nexthink’s ground-breaking DEX Score couples this comprehensive sentiment information with deep and broad technical metrics underlying employee experience to accurately capture the totality of employee experience over time.

Leaders Strategic Cockpit – Experience Central and DEX

Nexthink Experience Central gives senior leaders the strategic perspectives they need to proactively and strategically manage and deliver outstanding DEX across their organization through:

• Comprehensive views of DEX Score over time for both technology and sentiment dimensions of employee experience. This ensures executives always have a pulse on their global DEX situation – no surprises!
• Wholistic Perspectives into how many employees are having less-than-ideal experience, as well as what the organizational impact on productivity is now, and how it has been changing. This ensures executives always have an up-to-date view of the total organizational impact of DEX.
• Benchmarking, by which IT leaders can easily compare their organizations DEX journey against their industry peers to better inform their strategic go-forward plans for their teams.

What about the unknown unknowns?

These perspectives into experience and employee sentiment rely on IT teams being able to know the specific questions to ask, to receive technically actionable experience insight. These insights have long provided highly valuable and actionable insights that allow IT teams to rapidly focus on, and improve, those specific areas of technology being surveyed.

Until now, it has been challenging to ask open-ended questions around employee sentiment without resulting in an overwhelming number of different perspectives; making it virtually impossible to glean true actionability that affects majority employee sentiment. This locks current sentiment surveys into focusing on highly specific questions IT has decided it needs to ask, versus allowing a more wholistic survey of what employees consider important – from their perspective. The result? IT is reactively managing highly specific, technology-centric issues, instead of being more wholistically focused on those broad areas affecting large numbers of employees that may not directly related to highly specific technology items and inquiries.

Introducing: AI-powered Employee Sentiment Insights

As part of Nexthink’s larger adoption of AI technologies across our platform and products, we are excited to premier our new Employee Insights Dashboard within Experience Central, extending strategic DEX visibility to new heights. The result? Total elimination of the unknown unknowns!

Let’s explore this new Strategic, AI-driven Sentiment Insights Dashboard.

Summary Panel

At the top of the dashboard, a Summary Panel summarizees the most frequently mentioned topic(s) across global, open-ended employee feedback. This top-level distillation includes:

• High-level overview of comments with a short description of the most common feedback, such as connectivity challenges, software performance, and hardware concerns. This summary is the result of AI analysis across ALL open-text sentiment responses. This is the DEX pulse of the organization
• Number of comments used for the content displayed on the dashboard

Recommended Strategic Actions

The list of Recommended actions is based on the highest-impact issues surfaced in open-text employee feedback analysis. Each item includes:

• Action Title: a concise descriptive label for the recommended next step (e.g. “Review the policy on admin rights for Mac employees”)
• Number of Comments: How many times this specific issue was mentioned
• Tooltip details: hover over an action to see a brief explanation of employee concerns (e.g. login challenges, VPN connection requirements, etc.)

Use these insights to prioritize Strategic IT initiatives, such as updating security policies, providing new hardware, improving software configurations, etc.

Comment Topics

To the right of the Recommended actions, the Comment topics panel visually groups frequently mentioned themes. Nexthink has pre-defined this list of topics based on industry research.

Each topic shows the volume of comments through a horizontal bar containing the distributions of the sentiment associated to the related comments (Red, Amber, Green), allowing you to quickly compare which issues are most prevalent. As with Recommended actions, hovering over any bar reveals further details, including specific pain points or suggested improvements

Departments Section

Next to the comment topics, the Departments panel breaks down feedback by organizational department (e.g., Operations, Finance, Sales). This helps you pinpoint which teams are most affected by certain issues. Like the comment topics, each department’s bar reflects the number of comments, making it easy to see how feedback is distributed.

Recent Responses Section

Scrolling down, you’ll see the Recent Responses section, which presents the latest employee comments used to generate the content on this page. This section is handy for exploring detailed feedback, and includes:

• Search – Use the search bar in the upper right corner of the Recent Responses Section to look for keywords. This can be used should you want to narrow down comments.
• Drill down to investigate – By clicking on the drill-down button (3 dots) in the upper-right corner of the Recent responses section (next to the search bar), you can open an investigation containing comments.

Strategic Investigations with “What about” Filtering

As always, comprehensive filtering capabilities are available to refine, focus, and inform strategic investigations. Simply click on the elements within Recommended actions or Comment topics to apply filters. This action then refines the scope by targeting specific objects based on property conditions. For convenience, a filtering bar listing all available filters will appear at the top of the dashboard page. You can remove individual filters from the filtering bar or click on Clear Filters to remove all filters at once.

The era of strategic DEX has begun!

The addition of Employee Insights to Experience Central gives senior leadership and IT leaders the complete strategic perspective they need to optimally track and proactively manage the entirety of their employee experience across the entire IT estate. No more:

• Relying on imprecise, unquantifiable rumours and gossip about possible or building issues.
• Failures to understand the overall perspective of employee experience from spending too much time in the detailed, technical weeds.
• Bombarding employees with dozens (hundreds) of highly specific “leading-the-witness” technical questions that don’t find population-wide issues fast enough.

This comprehensive, AI-driven Experience Central dashboard further extends the strategic, proactive, and actionable insights leaders need to ensure they are always at the top of their Digital Experience game. Boost response rates and proactively improve employee experience by focusing teams on truly strategic, far-reaching opportunities for improvement.

Executives and their teams can now:

• Gain immediately actionable strategic intelligence
• Rapidly uncover previously hidden population-wide issues
• Accelerate digital employee experience excellence

Learn More