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Blog Post|6 minutes

IT’s Lifeline – Digital Experience Management for Modern Work

IT’s Lifeline – Digital Experience Management for Modern Work
July 7, 2020

As odd as it might sound, I think these past few months have done a lot of good for IT, and following the recent news from Nexthink last week, I actually feel optimistic for many enterprises out there that might be struggling.

Hear me out.

Right now, there are millions of people working in new, flexible work environments that didn’t even exist six months ago. And while many IT departments are probably bogged down each week fighting hundreds of micro-battles—like VPN connectivity issues, Windows 10 updates, or Zoom crashes—their companies are realizing just how vital the Digital Employee Experience (DEX) is for business continuity and productivity.

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Regardless of whether employees connect from home or the office, many in IT are starting to realize there is a deeper issue they need to address:

What employees expect from their digital work environment is often very different from what they receive.

There has always been an “expectations gap” in IT, but the transition to flexible work has now accelerated this problem for many businesses. People nowadays just expect technology to work flawlessly at all times, and though that isn’t necessarily a wild request, it is extremely difficult for IT to match those expectations. Most tech departments are caught in a vicious cycle where they need to deploy complicated rollouts, drive innovation, and eliminate computing problems before employees even notice them—all, mind you, while working with limited resources and tools.

In addition, many IT departments tend to focus their time and resources in the wrong places, which inadvertently deteriorates their relationships with employees. Traditional IT departments worry more about whether their networks and business services are up and running, and less about how people actually consume those services. They typically follow antiquated SLAs that ignore how their digital services are being experienced and received in real-time.

The truth might be ugly but there is hope

It’s important to note that I don’t actually blame IT for any of these problems, if anything, my teammates and I sympathize greatly with their situation.

The truth, however, is that many of the inherent flaws and gaps in traditional IT have serious consequences for employees and businesses. We find that most digital workers suffer around 100 technology interruptions per year, which in a company of 10,000 people can cost up to $25 million—and that’s just in salary costs. For many organizations, IT disruptions also have grave externality costs—tech incidents in a hospital, for instance, could impact the life a patient, or in a security agency, whether a criminal is brought to justice. Many people are also employed by large enterprises which typically struggle with digital experience due to the complexity of their environments.

But even if the scene looks bleak, I feel extremely optimistic and hopeful for two particular reasons:

  • It has been proven that companies with higher levels of employee engagement can earn 2.5x more in revenue than competitors with lower engagement (Hay Group), plus an 81% higher customer satisfaction (Gallup). Nexthink primes businesses to achieve outcomes like these by helping IT to eliminate disruptive end-user computing problems and enable employees to work efficiently without technology setbacks.
  • The next generation of our cloud-native solutions platform, Nexthink Experience™, truly gives IT the ability to manage their employees’ digital experiences, from diagnosing IT problems in real-time, to solving them at scale and with absolute certainty.

Let’s start first with this last point.

Nexthink Experience helps remove the challenge that IT so often faces after diagnosing a problem. Instead of wondering “now what?”, our customers will get instant access to a summary of root causes and will find accompanying “playbooks” that show exactly how they can resolve those issues.

“Before Nexthink, we had to search by dichotomy, but now it only takes us a few minutes, and without service interruption.”

Frédéric Gaborieau

Head of IT Infrastructure, Système U

Paired with our existing technology stack, IT can unlock complete end-to-end visibility in their entire infrastructure, and drill-down and diagnose incidents using our real-time experience score dashboards. They can also quickly resolve their issues by accessing hundreds of built-in automated remediation scripts, or by reaching out directly to employees with our advanced employee engagement capabilities and on-screen targeting features.

When we talk about DEX with new customers it can sometimes sound abstract for them. Yet once our platform goes to work and IT is able to see it in action, something clicks—our customers realize that they can truly understand and solve problems from the perspective of their employees—a skill that is impossible to replicate with any other technology vendor. Our dynamic network mapping also helps IT connect devices, ports, applications and end users in a single timeline, which enables different IT teams to work off the same information.

“I remember one customer’s subnet kept crashing and their IT department couldn’t figure out why. They spent a month on the case, and they had nearly every major technology player looking into their problem. We deployed Nexthink on their devices and within 24 hours they isolated the underlying cause: a single version of their antivirus software.”

Yassine Zaied

Chief Strategy Officer, Nexthink

The DEX management mind-set

The mind-set our customers take with Nexthink deviates sharply with the current status quo. Rather than concentrate on networks, applications, and devices in isolation, IT can tackle those components cohesively and from one platform.

This approach enables IT to start closing the expectations gap with their employees by truly seeing the way that their IT services are being consumed. Knowing what works and what doesn’t from the employee’s perspective, adds unique context to the way IT works. Finally, enterprise IT can take hold of their infrastructure by getting ahead of problems sooner rather than later and support their employees, no matter where they work.

Jon Cairns, VP Technical Services, Nexthink

Register for a live webinar on July 14 to see Nexthink Experience and learn more.

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