Imagine your most recent interaction with your internal IT department. Was it a positive or negative experience? Was the issue resolved quickly, or did it drag on? Odds are you contacted your IT service desk with a problem and needed to allow a technician access to your device to identify the problem. What if, instead, the IT department contacted you with a solution before you opened the ticket? 

According to Gartner, Digital Employee Experience, or DEX, is a measurement of the overall experience using digital tools, resources, and support for an organization’s employees. DEX commonly uses tools, analytics, and other measures to generate a numerical score from 0-100 for each employee. This score measures the digital services an employee consumes (applications, devices, operating systems, networks, etc.) along with other feedback mechanisms such as surveys. The result is a quantifiable measurement of the current experience state with AI-powered suggestions to identify future improvements and efficiencies.

When combined with analytics tools and a proactive support approach, an organization’s DEX score can skyrocket. With the rise of increasingly sophisticated analytics tools, often powered by AI, IT operators now have a level of insight within their fleet that was previously only a dream. Gone are the days where IT only interacts with the end-user community in a reactive manner. Problems can now be identified, assigned, and resolved without end-user involvement or actions. According to a study by Forrester, employees that had a high DEX score had a significantly higher average employee retention rate (93%) compared to those with lower scores (49%). These problems are a thing of the past with a DEX program. 

By taking a people-first view and operating in a servant-leadership mindset, we ensure the potential solution to any problem will be effective. At NWN, our Device Management solutions, are people-centric from the beginning. We utilize DEX to track and measure the overall employee experience beyond the device, factoring in network connectivity, application and collaboration tool performance, and usage behaviors. This allows us to create an accurate quantitative DEX score and provide recommendations on improvements for even better experiences. 

With increases in technology and leveraging automation and analytics, we can provide significant enhancements in ticket reductions, faster root cause analysis, increased productivity and uptime, cost avoidance, and compliance management. All these solutions lead to a better experience for your employees and ultimately improve operations. I’m happy to discuss how adopting a DEX program can provide tangible business value. Please connect with us to help us identify how we can best help you and your organization!