Experience Boston ’24: A Glimpse Into The Future
At Nexthink, we might not have a crystal ball, but the speakers who grace the mainstaged the mainstage at Experience Boston this year may very well have had some insider information on the future of Digital Employee Experience (DEX). The stage was action packed with insights this year, covering everything from 2025 predictions and the effect of DEX on employee retention, to how to improve DEX adoption rates and influencing executives.
Read on to hear some of the top highlights from the Experience Boston stage then relive the magic of the mainstage for yourself over on our Experience Replays.
The impact of good DEX
This year, discussions around the impact of DEX on employee retention and productivity featured prominently on the mainstage. Kicking off the afternoon session on Wednesday, Dan Wilson, VP Analyst at Gartner illustrated how companies with good DEX scores lose less than an hour of productivity per employee, while a bad DEX score can see upwards of six hours lost every week. This, he explained, was part of the reason why employees unhappy with their application experience are twice as likely to leave their company. Building on this, Andrew Hewitt, Principal Analyst at Forrester pointed to research that shows that people are 72% more likely to stay at a company if the DEX is good.
Increasing adoption
Another key topic this year included strategies to increase DEX adoption throughout your organization. Justin Dame, Senior Engineer at Visa offered insight into the programs and strategies Visa has leveraged to effectively generate excitement for and adoption of DEX across their organization. Similarly, Jen Hewit, SVP Employee Support Experience & Analytics at US Bank shared her clear, measurable goal to reduce her service desk by 70% through smart automation, a strategy driving all her team’s DEX efforts. Hewit also provided insights on how and why IT needs to meet employees where they are, not where IT wishes they would be.
DEX-driven AI enterprises
Finally, Katrin Schulenburg, Corporate VP, Information Technology at AMD talked about her company’s journey to becoming a true AI enterprise and the role that DEX plays in that journey. She highlighted not only the benefits of evolving the functions of IT away from repetitive, day-to-day operations and towards more strategic objectives, but also how operational excellence was vital to achieving AMD’s long-term business goals.
Looking ahead to 2025
Finally, there was plenty of discussion of where DEX was heading. Andrew Hewitt predicted that DEX measurement would continue to move from internal benchmarking to external, in order to provide greater actionable insight and preventative capabilities. Additionally, he argued that the next 12 months will see greater Digital Adoption support being integrated into DEX offerings. Dan Wilson also offered his thoughts, suggesting that there will be significant market expansion in 2025 along with more M&A activity, as well as an increased focus on infusing generative AI into DEX platforms to better support customers.
Missed Out? Relive the Experience Now
If you missed us, or just want to relive the experience of the Boston mainstage, you can watch all sessions on demand now over on our Experience Replays!