Optimal productivity requires an employee's ability to accomplish their tasks and processes in as efficient a manner as possible, with a minimum of “digital friction”.
To minimize employee digital friction, you must understand the complete employee experience situation - where the opportunities are for improvement, how to identify and replicate best-practices, and where to focus for optimal impact.
Following Nexthink’s recognition as a leader in the 2024 Gartner® Magic Quadrant™ for Digital Employee Experience Management Tools, Nexthink was ranked 1st in the “Experience Analysis” Use Case in Gartner Critical Capabilities for DEX tools. Let’s explore some of the reasons why Nexthink leads the way in this area.
Measure Experience, the “Metric that Matters”
That which cannot be appropriately measured, simply cannot be managed, let alone optimized. DEX measurement spans two broad categories:
• Measuring actual employee experience with technology reliability and performance
• Measuring perceived employee sentiment
These categories apply to every employee, using all underlying infrastructure and devices, and across all applications in use. Measured, scored, and analyzed together, these measurements provide actionable insights to maximize employee productivity and minimize digital friction.
Experience is about the entire Employee Journey
Understanding the employee experience requires measuring and scoring employee experience of the performance and reliability of every element of IT technology – from devices and browsers, applications and connectivity, to back-end infrastructure and application platforms.
But it is not as simple as measuring technologies in isolation and then simply defining a fixed technical threshold that defines “good”, or “bad”. Why? Because every employee’s daily journey consuming IT interacts with many different technologies, applications, and different locations.
The patent-pending Nexthink Moments of Experience continuously measures and calculates the experiential impact across every employee’s journey using devices, connectivity, applications and collaborations tools to ensure the most accurate capture of actual employee experience.
Learn more about how Nexthink measures and scores experience.
Sentiment – the “Canary in the Coal Mine”
Employee sentiment is a subjective metric, defined situationally and differently by every employee in real-time. When employees are “having a bad day”, it may negatively impact their perceptions, which may feel right to them in the moment, completely unrelated to IT altogether. Responding to individual employees complaining about “bad experience” is highly subjective, and not useable as a deep dive diagnostic tool, let alone to directly drive any proactive analysis and remediation. In short, sentiment is not operationally actionable.
However, such employee sentiment is an excellent “leading (and trailing) indicator” of how populations of employees are feeling about their shared common experiences using technology; a strategic guide towards prioritizing actionable technology efforts that most improve experience.
Email surveys are not effective. Sentiment is best captured by “in the moment” pop-ups designed to have high response rates.
Nexthink provides a large out-of-the-box Library of fully customizable sentiment campaigns providing immediate solutions for automatable experience training and awareness, issue verification, and automatable remediation across a multitude of potential use-cases.
Learn More about Sentiment Campaigns.
Actionable Score Analysis
Senior leaders and their teams need strategic visibility to track, prioritize, and focus their teams on the delivery of continuously improving experience. At the same time, their teams need tactical, operationally actionable information to fix issues and improve processes. IT teams can only respond operationally if they know the full context.
Teams must rapidly find and focus on exactly what is causing employee frustration with the ability to drill down into the underlying data in multiple ways. Scoring analysis and reporting must identify outliers based on score and provide a way to analyze the potential score improvement. It’s also essential to understand how much productivity is lost due to the underlying issue.
When issues occur, it is critical to rapidly determine if the issue is local to just your company, or if the problem is perhaps more systemic; especially important in the case of commercial web-based SaaS applications.
Without these abilities, teams risk prioritizing the wrong issues, fixing things that, while technically a problem, are not negatively impacting employees. Worse, significant time will be wasted chasing problems which cannot be solved in isolation, for example performance problems with a commercial vendor SaaS application back-end.
Nexthink gives teams customizable, strategic visibility into employee experience and how technologies are directly impacting it.
Learn More about Actionable Score Analysis.
Proactive Diagnosis and Improvement
We’ve seen how the Nexthink experience measurement coupled with scoring analysis and reporting rapidly identifies areas for potential improvement when just one employee is having poor experience.
With the ability to proactively alert on degrading performance of IT technologies, applications and collaboration tools, IT teams are alerted to these building technology issues impacting experience but not yet reported by employees. For example, an alert may be configured to fire when a specific applications page-load performance degrades below its 7-day moving average.
Using Nexthink, such growing issues can be immediately analyzed in terms of their impact not just on the individual employee currently affected, but also the potential impact on any other employees sharing technology and application use cases. The Nexthink multi-industry benchmarks give perspective on where you stand versus your industry peers, answering the question: “Are we alone in this issue, or is it pervasive?”
Nexthink’s powerful cohort-analysis rapidly identifies all potential candidates for further investigation via targeted and automatic campaigns and automated resolution via manual, or automated and scheduled remote action remediations.
And, Nexthink AI-powered diagnostics automatically identify potential root causes and suggest specific recommended remediations necessary for resolution of the experience-affecting issue.
Learn more about Proactive Diagnosis and Improvement.
Automate Everything
Finally, all Nexthink Campaign and Remote Action steps and actions can be orchestrated by Nexthink Flow – a low-code, orchestration engine that can continuously and programmatically automate the entire see, diagnose, fix workflows just described.
Nexthink – DEX Originator and Continuing Leader
Joining Forrester, Gartner have now recognized Nexthink as a Leader in the DEX Magic quadrant for good reason. With a 20 year long focus solely on Digital Experience, these are only a taste of Nexthink’s innovative capabilities and use cases. Nexthink also delivers industry-leading capabilities for IT Operations teams to deliver a DEX-focused digital workplace, and world-class Employee Enablement and Adoption to further speed and optimize digital transformation projects.
Nexthink allows IT leaders and their teams to better govern and make well-informed decisions about how best to optimize their IT teams and workplace technologies to maximize employee DEX AND IT reputation.
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### Disclaimers and attributions
Gartner, Magic Quadrant for Digital Employee Experience Management Tools, Dan Wilson, et al, 26 August 2024.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
