NOUN
An employee’s holistic experience with the digital workplace provided by IT. It is based on the performance of one’s device(s), applications, networks, and end-user sentiment. DEX is a concept that extends beyond IT—it is a key component of the modern Employee Experience and it relates closely to a company’s culture, Employee Engagement, Human Resources (HR), and ability to innovate.
/ˈdijidl/ /emˈploiē/ /ˌikˈspirēəns/
Most Companies Struggle to Manage Digital Employee Experience
And that results in headaches for employees and IT alike. Employees want to make an impact for the business, but they keep suffering from the same slowdowns, crashes, and disruptions that hamper their productivity. IT teams want to help employees, but they’re overwhelmed by support tickets and lack the context they need to resolve issues quickly.
What Types of Issues Hinder Digital Employee Experience?
IT teams want to help facilitate the best employee experience possible. But in today’s era of rapid digital transformation and complex workplace technology, they’re constantly playing catch up. And with the rise of hybrid work and employees operating from a variety of devices and environments, it’s becoming even more challenging for IT to keep a grip on the digital workplace.
No matter how many times IT teams “fix” these common issues, they rear their ugly heads time and again and cause frustration among employees:
- slow log-ins
- application crashes
- network slowdowns
“61% of respondents agree that IT downtime is an accepted norm
in their organization.” - Vanson Bourne (Read More)
When a high-volume of incidents occur, IT teams get flooded with support tickets out of the blue. Their efforts to resolve issues and communicate solutions to employees can take hours or days, causing major declines in company-wide productivity and employee morale.
“55% of employees admit they report only around half of their technology issues to the IT department.” - Vanson Bourne (Read More)
A large portion of IT issues are never reported by employees, which means IT teams either never discover them or discover them far too late – as employee’ frustration grows and their trust in their IT departments diminish.
“Just 56% of IT departments have visibility of the state of new technology rollouts.” - Vanson Bourne (Read More)
Benefits of a Digital Employee Experience Solution
With access to a comprehensive DEX solution, IT teams can stop running into the problems that have plagued them for years – and start building a better digital workplace for employees.
Access in-depth digital experience dashboards and visualize actionable experience data related to a wide range of activities — including network connectivity, web requests, resource consumption, software failures, and much more.
Monitor the performance of critical services to ensure that employees aren’t experiencing any slowdowns or bugs that could hinder their productivity (Learn More).
Combine employee sentiment with technical data for a quantifiable Digital Experience Score, enabling you to pinpoint and contextualize the issues impacting employee experience in real-time (Learn More).
Leverage powerful diagnosis and remediation capabilities for hyper-efficient troubleshooting and resolve incidents faster.
Become a proactive task force by identifying the root causes of IT issues, performing remediation, and automating solutions before incidents take effect and cause employees to suffer from poor experiences.
Easily scale solution scripts across the entire IT infrastructure in a matter of seconds, regardless of employee location.
Build dynamic employee personas to understand the specific needs, pain points, and overall experience of each and every user (Learn More).
Track real-time changes across the environment and tailor your support and messaging to best suit the needs of each persona group.
Achieve more efficient and cost-effective technology deployment by equipping each department, team, and individual employee with the tools they need to accomplish their unique goals and responsibilities.
Gather valuable employee sentiment feedback and correlate it with technical data for a more holistic understanding of an employee’s digital experience (Learn More).
Deliver personalized engagement campaigns to employees suffering from poor experiences, or provide targeted self-help tips to educate users on how to fix and avoid common problems.
Improve the IT-employee relationship, boost adoption, and limit the risks of shadow IT by keeping employees up to date on everything happening in the digital workplace.
Significantly reduce the environmental impact of technology usage by gaining greater visibility into IT consumption (Learn More).
Gather important data on how software, hardware, and employees’ digital habits impact their carbon footprint and cultivate an effective sustainability strategy and empower employees to adopt greener IT practices.
What Nexthink Customers Achieve through DEX
We can solve the problem, before it becomes a problem for the user.
This new solution from Nexthink is going to be a game changer for teams who want to tackle environmental measurement and change within their organization.
We want to shift away from the mindset of looking at incident data and ticket data, to now look at every single user in our population.
We can solve the problem, before it becomes a problem for the user.
This new solution from Nexthink is going to be a game changer for teams who want to tackle environmental measurement and change within their organization.
ANALYST REPORT
Nexthink Named Leader in 2024 Gartner® Magic Quadrant™ for Digital Employee Experience Tools
Nexthink shines a spotlight on employee IT experience – no matter where those employees are in the world, or how many devices they’re using.
From IT news stories to groundbreaking thought leadership, the DEX Hub is the place to be if you want diverse and exciting content on the present and future of employee experience.
