What does digital experience management mean to your employees?

In a recent blog post, Nexthink co-founder Vincent Bieri wrote that when most people think of digital experience management, what first comes to mind is the consumer world and making the online experience enjoyable for shoppers and customers. However, he continued, employees also expect a positive experience when it comes to their digital devices in the workplace.

This has been no easy task for IT departments, given the complexity of hybrid cloud environments, sophisticated users who can download virtually anything, continuous software updates, and security challenges.

Imagine if your company could leverage the power of the digital experience management to address the challenges listed above. By gaining visibility into all endpoints to detect potential problems, you also have the opportunity to improve the dialogue with users through real-time feedback.  Better yet, IT departments can collect and analyze endpoint data in real time, giving your support organization the ability to react quickly, before issues become much larger, impacting employees around the globe.

The addition of automation drastically changes the playing field for digital experience management solutions. For several years, there have been solutions that provide end-point detection or automated remediation, but not both. Having both visibility into endpoint problems and the means to instantly remediate them is certainly a game-changer for IT support and service provision, which have often contended with a lack of confidence from users.

IT Support Gap

A recent Forrester Research study, commissioned by Nexthink, revealed a major perception gap between users and IT support practitioners regarding IT performance and satisfaction.

According to the study, only 36% of business users think that IT is aligned with the needs of the company’s business and their individual productivity requirements as workers. The report went on to say that few respondents believed that IT delivers projects on time, reduces the frequency of issues, and offers updates to improve productivity. This survey underscores the growing divide between IT and the business, and the need for IT to have greater awareness of how to improve the user experience.

Digital Experience Management and Automation to the Rescue

So how does a comprehensive digital experience management approach help remediate this situation? Mr. Bieri summarized this as:

  • A more supportive support center: Ensuring early intervention and remediation means less interruption to your employees’ work. And for those calls that eventually do get placed, it often means much quicker resolution without needing to escalate the issue through increasingly costly levels of intervention. Without having to spend time resolving issues, employees can get back to the business at hand.
  • More Informed Assistance: Support staff can remediate problems quickly when they have full context and dashboards that alert them to endpoint issues and can take steps to more quickly resolve them and eliminate frustrating support conversations.
  • Self-Service and Healing: Service desk staff win the hearts of your employees when they can proactively identify problems (such as limited space on a hard drive or a slow network connection), bring them to users’ attention and physically or automatically remediate them while also ensuring endpoints are continuously maintained.

This is where DXC Proactive comes in. Working with Nexthink, DXC Proactive helps deliver an as a service, integrated approach to Digital Experience Management.  DXC and Nexthink combine real-time endpoint monitoring and analytics to enable automatic incident remediation to take place, often before a situation even occurs.  It’s truly revolutionizing the role of IT support and the IT supply chain, by establishing them as enablers and strategic partners to users, and not roadblocks to productivity.

Learn more about how DXC can bring this proactive approach to life in your support organization.


John-Alan-Broadhead-headshot_loresAlan Broadhead is a subject matter expert for DXC Technology Support Services, with more than 30 years of IT experience. He currently leads the DXC approach to proactive support and analytics, with a strong focus on helping clients move to the next generation of user support. Alan recently returned to the United Kingdom from the Asia Pacific region, where he was at the forefront of workplace and cloud activity, assisting many of Asia’s leading enterprises on their transformation strategies and requirements. Previously, he brought strong technical leadership to many of the largest Hewlett Packard and Hewlett Packard Enterprise accounts in EMEA. His career includes 15 years in UK government IT and a variety of roles with IT startups.

RELATED LINKS

If you don’t get the user experience right, your enterprise technology will fail

Digital workplace: Adopting conditional experiences

Delivering experiences: A look back at our workplace journey

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