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Blog Post|6 minutes

Forging Ahead, Nexthink’s Fight for Smarter IT & Better Digital Work Experiences

Forging Ahead, Nexthink’s Fight for Smarter IT & Better Digital Work Experiences
June 30, 2020

Today we launched the next generation of our digital employee experience (DEX) management platform, Nexthink Experience™. We strongly believe that this technology will shape the future of end-user computing and I cannot help but think back nostalgically to how this entire journey started. As important as our platform has become for IT departments around the world, I wish I could say that the idea behind Nexthink came to me in some moment of divine intervention or deep introspection, like something you see in the movies.

The truth, however, is that the concept for this company was born, rather unintentionally, some 15 years ago during a research project I conducted for a master’s program in artificial intelligence at EPFL in Switzerland. One of the outside reviewers of my first prototype was the Chief Security Officer at a famous watch company. He said the work was so innovative that if I turned it into a product, he would buy it because his company needed true visibility into their endpoints. Taking his cue, my colleagues signed this first customer but more importantly, I formed a platform that, looking back, was way more powerful than I think we realized.

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Unlocking the biggest contradiction in the IT world

It only took a few customers back then for us to see the bigger picture. By helping enterprise IT take down their most critical obstacles, we realized that Nexthink was highlighting a deeper issue in this industry, which is this: there is a blatant contradiction in the way IT interprets their services, and in the way employees experience those services.

Rarely does IT understand how or why employees engage with their networks, apps, and devices. People today expect their workplaces to deliver flawless digital experiences at any time, and from anywhere—but IT lacks the insight and tooling needed to proactively manage those experiences. Undoubtedly, CIOs are concerned with delivering digital projects on time and on budget, but those concerns need not come at the expense of a productive and engaged employee work experience. Digital workers should not be forced to manually reboot their devices 5x a day, or suffer through spotty video calls—IT should proactively handle those problems before they reach their employees.

We find that the average worker suffers around 100 technology disruptions per year, which for a company of 10,000 employees, can cost up to $25 million—and that’s just based on the incidents IT knows about. It is estimated that nearly half of all tech disruptions go unreported by employees. Unsurprisingly, too, most digital workers are employed by large enterprises which are notorious for exhibiting poor digital environments.

Of course, here at Nexthink we sympathize with IT’s situation, and that is why we have made a truly employee-centric solution to deliver tangible results.

“IT faces an extreme diversity of problems, and nowadays, everybody expects a personalized digital experience so that places a huge amount of pressure on IT departments who have limited resources and tooling to answer those problems”

Yassine Zaied

Chief Strategy Officer

Seeing is believing – digital experience management in action

If I tried to describe to you what an iPad or an Uber is, it would be way less effective than if you could see and experience those things firsthand. Similarly, our Digital Employee Experience management platform is best understood when it is put into action.

Before using Nexthink, our customers often spend weeks, sometimes months, trying to crack issues like poor network connectivity, device crashes, and complex software deployments—but whatever challenges they face, our platform can identify, often within minutes, the underlying causes and resolve those issues at scale. Using our built-in remote actions, on-screen messaging, and end user targeting features, IT can set automatic fixes across any employee device and hold themselves accountable with our real-time, comprehensive digital employee experience scoring system.

“Experience Optimization serves as both the brawn and the brains for IT. A technician’s skill set, or the fact that an IT department has limited resources—those things will no longer impede incidents from getting resolved.”

Jon Cairns

VP, Technical Services

Each year our platform adds more game-changing capabilities and integrations, and this year is no different. Central to the new platform is Experience Optimization, a groundbreaking set of capabilities that provides clear, prioritized guidance on how to improve and optimize digital work across an organization. For the first time, IT professionals can see what issues they need to address first, understand the likely causes behind those problems, and quickly act with absolute certainty.

This feature, paired with our existing tech stack, helps remove the challenge that IT so often faces after diagnosing a problem. Instead of wondering “now what?”, our customers will have a summary of priorities to act upon and accompanying “playbooks” to show exactly how to resolve their issues.

The future of end-user computing

During these past few months, the rapid shift to flexible work has forced modern IT departments to manage their employees under virtual and hybrid environments that use both legacy and SaaS applications. The future of Digital Experience in the enterprise has to cover a wide range of new computing environments moving at light speed, all while gathering experience metrics from other places such as servers and networks. This is the ultimate purpose of our new platform—to become the Experience Hub across many sources of information for enterprise IT.

A good example of what this means is our remote worker pack. This module in our solution has been deployed in more than 200 organizations covering 2M employees in just a few months. We have never seen such adoption of a new product. The obstacles IT face with remote and flexible digital work cannot be overstated. As one CIO put it to me “I used to have 6 offices to manage, but now I’m looking after 30,000 individual offices!”.

Perhaps the idea behind Nexthink didn’t start with some Hollywood moment, but true stories are always better anyway, and this time, we’re writing the script.

Pedro Bados, Co-Founder & CEO, Nexthink

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

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