End-user experience monitoring (EUEM) is changing the way that organizations address IT issues to improve employee productivity and reduce costs. EUEM solutions track and measure the performance of applications and devices from the user's point of view to ensure a smooth digital experience.

It’s a paradigm shift — from focusing on technical performance monitoring to managing user experience with workplace technology. The result is an IT department that takes a more proactive role rather than a reactive approach to IT issues.

End-User Digital Experience Matters

A key indication of the importance of digital experience to business efficiency comes from Forrester's Employee Experience Index. According to Forrester, 30% of the factors influencing employee engagement are related to technology. Better interactions with workplace technology — for example, steady connection and fewer interruptions — help boost productivity and better meet business outcomes.

That's why more organizations are realizing the value of investing in digital employee experience monitoring solutions. Those tools give visibility into the entire IT environment through the point of view of the end user. This perspective enables a holistic understanding of your workforce's digital needs and technology pain points. IT teams can then make data-driven decisions to optimize resources better and increase help desk efficiency.

Productivity gains

Digital employee experience (DEX) has to do with the quality of employees' interactions with the technology they need to do their jobs. DEX affects productivity because slow systems, crashing apps, and long help desk calls generate frustration. Those issues hinder employees' ability to accomplish their tasks.

In Lakeside Software's The Future of Digital Workplaces report, based on commissioned research from ESI ThoughtLab, employees cite the following consequences of a poor digital experience:

  • Reduced team collaboration
  • Difficulty completing some job aspects
  • Missed deadlines
  • Inability to meet customer needs

Experience monitoring solutions help organizations stay on top of IT issues such as slow internet connection and frozen screens, which often contribute to poor digital employee experience and lost productivity.

Lakeside's Digital Experience Cloud — our suite of DEX-related applications powered by SysTrack and featuring an intelligent-edge architecture — enables large organizations to measure and quantify to which extent their employees' digital experience impacts their productivity.

Business impact

Findings from Lakeside's research on future digital workplaces also point to a correlation between digital experience and KPI metrics for business success. Surveyed C-level executives believe improvements to digital employee experience could reduce costs by more than 18.1% and increase revenues by 12.1%.

Enhanced digital experience leads to fewer help desk tickets, which represent an onerous cost for organizations. According to 61% of IT leaders interviewed in Lakeside's study, their organizations’ internal cost per IT ticket ranges between $15.01 and $30. By cutting 10 tickets per week, these companies would be able to save from $7,805.20 to $15,600 per year — depending on their IT ticket cost.