Andrew Hewitt Forrester

Forrester Analyst impresses at Nexthink Experience

Experience NYC hosted several quality speakers but one in particular stood out to me for his unique message: Andrew Hewitt, a leading IT Analyst from Forrester.

Probably the last thing you would expect to hear at an IT solutions conference is a captivating talk grounded in human psychology.




These topics don’t seem to fit nicely into bits and bytes. They’re perceived as foreign, un-engineer speak.

But Andrew quickly and eloquently made the case that there are certain psychology facts at play in every modern digital workplace which can make or break the success of a company. He backed up his claims with definitive research and data from the IT sector.

Technology—as you would expect—plays a massive role in affecting the employee experience and in determining how much businesses can foster both financial growth and innovation.

Andrew listed out several examples of what actually detracts or enhances the employee experience, and he outlined the type of end-user experience management strategy that any enterprise technology team could apply to their situation.

To summarize the talk here wouldn’t do it justice but we recommend you register for one of the remaining European Experience ’19 events and listen to Andrew’s talk in person.

Luckily, we were able to have Andrew answer a few industry questions about the future of the digital workplace, how companies can better serve the needs of their employees, and what to expect from him at the European Experience events this fall:


1 – You’ve been studying psychology and the science behind the Digital Employee Experience for awhile now, why do you think it’s so difficult for technology leaders to positively affect their employees’ digital experiences?

From my perspective, it’s difficult for both technological and non-technological reasons. Technology-wise, there’s so much complexity and change happening in enterprise IT environments (whether that’s cloud, mobile, SaaS, AI, etc.) that it’s difficult for many to keep up. As consumerization of IT continues, this becomes even harder. It’s also difficult because understanding the science of motivation and productivity isn’t something that IT leaders had to know in the past because experience itself was less important. There’s a skills gap there.

 2 – Forrester developed the Employee Experience Index Score. What impact do you see metrics like this and Nexthink’s Digital Employee Experience Score making on businesses today?

Any time you have a score that you can track over time it presents opportunities for the organization to better understand the issues they have, where they need to go, and how they perform against your peers in your industry. It’s the first time we’ve had the tools to actually isolate what will drive an improvement in DEX, so that’s exciting.

 3 – What is a comment or statistic you’ve encountered recently about IT and the employee experience that you just love to quote?

One of my favorite quotes from our EXi research is that “30% of the factors that most drive engagement in the workplace are technology-related”.

4 – Do you have any new research projects lined up, or are you expanding on any previous reports? If so, what are they exactly?

I’m really interested in expanding the concept of employee experience beyond the traditional office cubicle worker. There are so many employees worldwide (some stats say billions of “deskless” workforces) that haven’t traditionally reaped the benefits of EX investments. They shouldn’t be left out and I’m interested in learning how organizations can help enable those workers as well.  

5 – You’re slated to speak at the European Nexthink Experience events this fall. Is there anything in particular the European audiences can expect to hear from you and Forrester that will be relevant to their region and country-specific markets?

Certainly expect to hear me talk more about the importance of psychology in driving employee experience investments as well as how EX changes based on the geography from a technology perspective.


Interested in learning more about Andrew Hewitt? Follow him on Twitter or connect on LinkedIn.

Register for Experience ’19 before it’s too late!