When most people think of digital experience management, what first comes to mind is the consumer world, and making the online experience enjoyable for shoppers and customers. But business end users, or employees, also expect a positive experience when it comes to their digital devices in the workplace.
But this has been no easy task for IT departments, given the complexity of hybrid cloud environments, sophisticated users who can download virtually anything, continuous software updates and security challenges.
This is where Nexthink comes in: We’ve been helping IT departments address these challenges, giving them visibility into all endpoints to detect potential problems; the ability to improve the dialogue with business end-users through real-time feedback; and to collect and analyze endpoint data in real time.
Nexthink users have always had unprecedented visibility into where there may be endpoint issues so they can work to fix them before they become huge problems, but fixing them was a manual thing – until now.
This week at Experience ’17 we had the pleasure of introducing our customers to the newest Nexthink platform. This is the most advanced platform to date which, for the first time, brings automated endpoint remediation to users.
The addition of automation drastically changes the playing field for digital experience management solutions. There have been solutions available that provide end-point detection or automated remediation, but not both. Having both visibility into endpoint problems and the means to instantly remediate them, is certainly a game-changer for IT departments, which have struggled with a lack of confidence and ultimately respect from end users.
IT Gets No Respect
A recent Forrester Research study revealed a major perception gap between end users and IT practitioners regarding IT performance and satisfaction.
According to the study, only 36% of business users think IT is aligned with the needs of the company’s business and their individual productivity requirements as workers; that it delivers projects on time; reduces frequency of issues; and offers updates to improve productivity. This survey underscores the growing divide between IT and the business, and the need for IT to have greater awareness of how to improve the end-user experience.
Digital Experience Management and Automation to the Rescue
So how do comprehensive Digital Experience Management capabilities help IT remediate this situation? It gives them the following:
- A Quieter Call Center: Ensuring instant remediation means less call center tickets. And for those tickets that do get placed, it often means much quicker resolution without needing to escalate the issue through increasingly costlier levels of intervention. Without having to spend time with call center tickets, IT is freed up to focus on strategy and not putting out fires, and end-users can get back to the business at hand.
- More Informed Assistance: Call center staff can remediate problems quickly when they have dashboards that alert them to endpoint issues and automatically resolve them
- Self-Help and Healing: IT staff wins the support of end users when they can proactively identify problems, bring them to their attention and allow them to not only automatically remediate them but also ensure endpoints are continuously maintained.
The integrated approach to Digital Experience Management, which combines real-time endpoint monitoring and analytics, with automatic remediation of incidences — even before they occur — is truly revolutionizing the role of IT departments as enablers and strategic partners to end users, and not roadblocks to productivity.