Managing the Digital Employee Experience: The Next Frontier for the Modern IT Organization
IT’s role in the modern workplace has never been more critical and complex than right now. IT is pressured to roll out new technologies and drive innovation all while providing instant support for end users in an ever-changing workplace. Employees expect to work with the best tools in tech, from wherever they are, and however they choose. Based on a 2020 report by Vanson Bourne, companies understand this expectation— 82% recognize the importance of Digital Employee Experience for business performance. Yet, the same report states that IT issues are commonplace and that 45% of employees never report the technology problems with which they are faced. With spending reaching more than $3.9 trillion annually (according to Gartner), why are organizations still struggling to improve the status quo?
The Industry Response
There are many IT operational technologies available that help to manage how IT services are delivered, such as application performance monitoring (APM), network monitoring, client management, IT service management (ITSM), mail survey software and many more. These system-centric technologies are not enough for the new modern era where employees’ digital experiences drive their productivity and engagement.
Without having sufficient visibility into employee experience data in real-time, IT struggles to optimize these services. None of these solutions help to understand how IT services are actually consumed by employees. They cannot answer simple questions like:
- Do you know what happened to your employees today?
- How productive were they?
- How engaged were they?
- What was their experience?
These blind spots are what we call the Digital Employee Experience Gap.
Welcome to the Modern Era of Digital Employee Experience
No business runs well without engaged employees. At the same time, employees cannot work well without a great digital workplace. The new workplace for the modern era is evolving very differently from the one that existed just a few years ago.
- IT services need to be more focused on users and less on devices and applications. Employees work increasingly in hybrid operating modes, switching on and off between working in office locations or remotely and seamlessly between Software-as-a-Service (SaaS) and traditional applications. Virtualization and thin clients are also steadily on the rise.
- Managing the digital employee experience means dealing less and less with core technical issues and more with driving employee adoption, engagement and collaboration.
- And finally, visibility of the experience is a good start but IT teams and organizations will require more intelligence, actionability, and insights to address issues before they even occur. IT teams will need to switch their modus operandi from reactive to proactive and aim to become preventive and predictive.
Boiling this down to a simple equation: In order to impact employees, we need to understand employees. We believe that the only way to truly deliver the future digital workplace is to consistently measure and manage the employee’s digital experiences, all the time, anytime.
Introducing Nexthink Experience
Today, we are unveiling the next generation of our platform, Nexthink Experience. Central to the new platform is Experience Optimization, a set of new capabilities that provide clear, prioritized guidance on how to improve and optimize experience across an organization. IT professionals can see what issues to address first, understand the likely causes and remediate problems quickly and effectively. This is all brought together in a single Optimization Hub allowing IT teams to monitor, measure and manage employees’ digital experience, focusing on how IT is consumed by employees and not just how it is delivered by the IT department:
- Digital Experience Score quantifies employee experience by collecting hundreds of technical metrics and correlating them with employee sentiment
- IssueRank™ delivers prioritized recommendations on what issues to address to deliver the greatest experience improvement
- CauseDetect™ uses artificial intelligence to analyze up to millions of data points to effortlessly pinpoint the likely root causes
- Playbooks provide step-by-step guidance to address the identified issues, incorporating data gathering and automated remediation via Nexthink Engage and Nexthink Act to resolve common problems
In today’s press release and in a series of executive insight blog posts, we are sharing more details on the launch of Nexthink Experience and how the platform is delivering on our vision. We will also be publishing additional content on our own journey as a company and how that is tied to the journey our customers are undertaking, including their approaches to how to successfully solve the challenges of this new era.
The next time you visit our web site, you’ll find additional details about Nexthink Experience and its various products and capabilities including Experience Optimization as well as a new platform solution brochure. In the coming weeks, we’ll be sharing more details of Nexthink Experience in webinars and overview videos as well.
We believe Nexthink Experience provides the intelligence, insight and actionability that IT must have to deliver great digital workplaces. And we are just getting started!
Bernd Leger, CMO, Nexthink
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