Optimising DEX (digital employee experience) in large enterprise organisations requires a strategic approach. Scalability is where the real challenges arise. After all, it can be relatively straightforward to optimise DEX for a specific cohort of users. Problems arise when you try to scale across the organisation, as different users and cohorts of users will have different requirements, responsibilities, and digital expectations.
This results in what can sometimes resemble a whack-a-mole type of situation. A DEX issue pops up, you try to whack it back down with a resolution, only for another DEX problem to pop up somewhere else.
If only you knew where the moles (DEX issues) were going to pop up so you could stop them in their tracks.
In this blog, we’re going to show how you can get away from DEX whack-a-mole to instead build a scalable digital employee experience strategy. Building a scalable DEX strategy will deliver consistent improvements in the digital experience of employees, with additional benefits ranging from productivity gains to IT cost reductions.
Digital Employee Experience Insights and Real-Time Metrics
There are two essential elements you need to build a scalable DEX strategy, and both revolve around data:
- Insights – historical DEX data on endpoints, users, and applications so you can identify long-term trends to enhance future planning.
- Real-time metrics – data on what is happening right now so you can react to situations and challenges as they arise.
Insights and real-time metrics will make your DEX strategy significantly more agile, responsive, and proactive, facilitating true enterprise-wide DEX optimisation scalability.
The Importance of Insights to Your DEX Strategy
Insights that give you a complete view of all endpoints in your IT estate will help you:
- Identify recurring issues.
- Understand patterns of digital friction, i.e., the difficulties that users encounter when using digital devices and services.
- Learn about areas of persistent dissatisfaction.
- Understand challenges to technology adoption.
- Better predict current and future resource needs.
- Make informed decisions about infrastructure investments and during device refresh cycles.
- Make informed decisions on applications, potentially consolidating applications in your estate and reducing licensing costs as a result.
The Importance of Real-Time Metrics to Your DEX Strategy
With real-time metrics on DEX-relevant data, you can:
- Respond immediately to issues and incidents such as bottlenecks and slow systems.
- Deal with incidents before they escalate.
- Understand employee sentiment, especially when sentiment starts to shift in a negative direction.
- Proactively deal with emerging DEX risks.
- Facilitate the dynamic adjustment of digital devices and services based on personas to tailor the digital employee experience.
Benefits of Building a Scalable DEX Strategy
The benefits of DEX include improved employee retention, enhanced productivity, and better collaboration. Building a scalable DEX strategy brings additional benefits:
- DEX interventions can be targeted at the areas that will make the biggest difference to employees and their digital experience.
- You will have a significantly enhanced understanding of the performance of your IT estate, especially the performance of endpoints, including users, applications, and devices.
- You can identify bottlenecks that are hampering DEX, including those that have become tolerated or accepted.
- You will better understand current and future IT and digital requirements, facilitating better planning.
- You will make IT decisions based on data that are better for both performance and cost.
Supporting DEX Optimisation in Your Organisation
A scalable DEX strategy brings measurable benefits, but how can you build one? How can you get access to relevant insights and accurate real-time metrics?
We can help at Access IT Automation with our product Access Symphony. Within Access Symphony, we have two modules that will provide you with the tools you need to optimise your DEX strategy and ensure it is scalable to every user and every endpoint.
The first is Symphony Insights. It offers a complete view of your entire IT infrastructure through intelligent reporting and dashboards. The data you will get access to with Symphony Insights focuses on three critical areas of DEX – users, applications, and endpoints. Performance data, user experience scoring, and application usage are just some of the areas you can analyse.
The second module to highlight is Symphony Agent, as it helps you understand what is happening in your IT estate in real time. You can analyse real-time endpoint usage and performance data, automate fixes and optimisations after identifying issues, and resolve problems, often before they occur and a ticket is raised.
To discuss your digital employee experience strategy with one of our user experience experts, and to find out more about Access Symphony, get in touch to arrange a no-obligation demo.
