If there is one thing the technology industry likes it is buzzwords. Hey, we’re guilty of it ourselves as you’ll not get too far in a conversation with an Access IT Automation employee before EUC is brought up (EUC is end-user computing). One of the buzzwords of the moment in the industry is DEX – digital employee experience.
So, what is DEX and how can you boost it in your organisation?
What is DEX?
DEX covers all the interactions that your employees have with any digital technology that they use to do their job. This includes the devices that employees use, including desktops, virtual desktops, phones, and tablets. It also includes all the operating systems installed on those devices and all applications that employees use.
The other main factor that influences DEX is the interactions between technical support teams and employees, from solving issues to training to deploying new technologies.
Why is DEX Important?
Employees feel higher levels of satisfaction when they can work productively and efficiently without distractions – distractions like slow apps, connectivity issues, or sluggish devices. DEX also brings productivity and efficiency benefits to organisations, and it can facilitate and boost creativity, problem-solving, and innovative thinking.
In other words, when you get DEX right, employees can concentrate on value-adding tasks rather than spending energy on getting the technology to work.
4 Tips to Boost DEX
1. Understand the Performance of Users, Apps, and Devices
When an employee raises a support ticket because of a performance issue, you are already behind in the DEX stakes. In fact, the best you can do in most situations is a nil-nil draw by responding to the support ticket super-fast and super effectively.
The better approach is to identify potential performance issues with users, devices, or apps before they get to the stage of a user raising a support ticket. You can then take remedial action to correct the potential problem.
The solution: Access Symphony Insights
Access Symphony Insights gives you meaningful visualisations and reports on users, apps, and devices, including performance data and user experience scoring.
2. Automate and Semi-Automate Technology Fixes
Ticket response time is a challenging metric to optimise in many organisations. There is almost always room for improvement. One of the best solutions is to prevent the support ticket from being raised in the first place.
You can’t do that by eliminating technical issues, as technical issues will always be there. The solution is to automate and semi-automate as many technical fixes as possible:
- Automated technical fixes – where potential issues are identified (as mentioned in the point above) and a fix is automatically implemented at the user’s endpoint, often without the user even knowing.
- Semi-automated technical fixes – this is where the user can self-service the technical fix without the involvement of a technical resource.
The solution: Access Symphony Fix Engine
Access Symphony Fix Engine is a database of technical fixes that enable automated and semi-automated problem-solving.
3. Provide Instant, Self-Service Access to All Important Information
Access to information is one of the things that can slow workers down and damage DEX. Here are a couple of examples:
- An employee needs to reset a password so raises a support ticket and then has to wait for the technical support team to respond. In many situations, the employee will have to find something else to do to fill that time. A much better scenario is where the employee has instant access to password reset information without the need for technical support to get involved.
- An employee doesn’t know how to complete a task so sends a request for a user guide or training materials. Again, the employee has to wait on a response to get the information they need instead of having instant access to the information.
The solution: Access Symphony Portal
Access Symphony Portal is an information repository that gives employees self-service access to the information and documents they need, including password resets, timesheets, user guides, and more.
4. Cut Through the Digital Noise
Technology has transformed the workplace, but the increasing use of digital tools has resulted in an unintended consequence – digital noise. When it comes to DEX, digital noise can mean employees miss important communications from the technical team. Cyber threat warnings and technology rollout details are two examples. Missing communications like these can have negative consequences that also negatively impact DEX.
The solution: Access Symphony Signal
Access Symphony Signal is a desktop notification tool that lets you communicate with employees instantly and directly on their desktops. In other words, you can cut through the digital noise when it counts.
Going Beyond the Buzzword
While DEX is a popular buzzword right now, tools that fall into the DEX basket – such as Access Symphony – can deliver real-world benefits to your organisation and the users who are crucial to business success. It’s about making technology work as a matter of course so employees can get on with what is important, from innovating and creating to serving customers and driving operational performance.