Two months out from one of the largest technology events on the global calendar, Microsoft Ignite, DEX remains a top priority for tech executives and leaders. As it’s a Microsoft event, there is a heavy emphasis on AI and cloud technologies on the Ignite agenda. But just about every technology or innovation that will be discussed, debated, and demonstrated at Ignite will impact DEX.
The Access IT Automation team will be at the Moscone Center in San Francisco in November for the full Microsoft Ignite conference, and we want to talk DEX at scale.
What really is DEX? What are the challenges? And how can DEX strategies and initiatives be implemented in enterprise organisations at scale and in a way that has a positive, measurable impact?
This blog is a jumping-off point for those discussions, so let’s start by defining DEX.
What is DEX?
On the surface, this might seem like an easy one. DEX is about the digital employee experience, i.e., how employees use and interact with digital systems and processes. So, DEX is about IT performance and support. For example, can users access the applications they need, is their device running smoothly, and can they get a prompt resolution when issues arise?
DEX is also about how employees perceive and feel about digital tools and processes. In other words, it’s not just about technical performance. The emotions that digital tools and processes trigger are also crucial factors. For example, does the introduction of new digital tools or workflows trigger anxiety because of inadequate communication or training? Or is an application causing frustration or stress even when performing within acceptable technical parameters?
DEX arguably goes even further than this, as it is also about how employees use digital tools to interact with your organisation and how that makes them feel. So, not just how they use the digital tools and channels, but how those digital tools and channels influence the relationship between the employee and the company.
The Challenges of DEX
The above description of DEX presents the first challenge – DEX is broad in scope. It’s not just a technical issue; it’s also a human and emotional issue. And it’s not just about technologies, but how technologies impact an employee’s perception of the company they work for.
Other critical challenges of DEX in enterprise organisations include:
- The view of DEX within organisations is often far from complete. Some data exists, but a lot is missing.
- The data that does exist is typically in silos.
- DEX is a priority, so well-intentioned initiatives are implemented. However, DEX initiatives are often solo runs with little integration with, or oversight of, the organisation’s wider objectives.
- There is a lack of alignment between crucial DEX functions, including IT, HR, management hierarchies, and corporate executives.
How to Achieve DEX at Scale
Our Guide to Building a Scalable DEX Strategy is a good starting point for achieving DEX at scale. It’s also beneficial to consider the following five DEX optimisation principles.
DEX Principle 1 – Adopt a Holistic Approach
DEX is not just an IT issue, so teams, strategies, and initiatives should be aligned.
Plus, any tool that is implemented to enhance DEX should cover all endpoints, all applications, and all users.
DEX Principle 2 – Accuracy and Quality of Data
Data on endpoints, users, and applications is essential for any DEX strategy to be effective. This includes both historical insights and real-time metrics.
The quality of data analysis should also be optimised. For example, with accurate and complete data alongside proper analysis, you can more effectively right-size both physical and virtual endpoints. Using an approach based on personas enables both standardisation (to enhance IT efficiency) and personalisation (to enhance DEX).
DEX Principle 3 – Improved DEX-Related Communication
DEX-related communication strategies should be developed to cut through the noise of emails and traditional messaging tools. Communication should always be two-way, and users should feel involved in the conversation about their digital experience.
DEX Principle 4 – A Proactive Approach
There should be an emphasis on proactive rather than reactive DEX workflows, initiatives, and processes. For example, preventing hardware failures by understanding performance trends prior to the failure occurring.
A proactive approach will help to properly combat digital friction, unreported performance issues, and DEX challenges that can be difficult to surface.
DEX Principle 5 – Empower Users
Empowering users gives employees more digital confidence. They will be more in control and will take a more proactive role themselves in optimising their experience of using digital tools and channels. An example of empowering users is to implement self-service IT support.
Get Involved in the DEX Conversation
The Access IT Automation team is looking forward to Microsoft Ignite. If you are going, get in touch to get involved in our discussions about implementing DEX at scale.
