This is the second blog post in a three-part series focusing on the core tenets of managing digital employee experience. Also read "Part I: Focus on Visibility" and "Part III: Continually Transform," and discover even more by visiting our DEX landing page.


IT has heard it all before.

“Something’s wrong with my computer.”

“My internet is slow.”

“This app keeps crashing.”

“I keep getting blue screens.”

“I think my new laptop hates me.”

But no matter the issue that prompts a service call, email, or ticket, they all have one thing in common: They degrade digital employee experience (DEX). And the longer there's a problem, the more impact it has on productivity.

Identifying and remediating issues as quickly as possible, though, isn’t always easy.

Because while there might be dozens of users who’ve reached out to the service desk about productivity roadblocks, there could be dozens more that haven’t. Digital environments are also vastly more complex as a result of bring-your-own-device (BYOD) culture, SaaS solutions, and other emerging technologies. And many organizations currently support dispersed workforces that span across locations and time zones, further limiting IT visibility.

With all these obstacles, how can IT teams even go about optimizing service desk operations and making remediation more effective?

The key to quicker resolutions — and, of course, better employee experiences and higher productivity — doesn’t solely depend on encouraging users to file more support tickets or even hiring clairvoyant IT professionals. The solution is actually a matter of switching approaches — namely moving from a reactive default to a proactive method with the right digital experience management (DEM) strategy and tools in place.