Although DEX might be a trendier term that’s emerged in the last couple years, the underlying concept has been reshaping IT departments for much longer. As digital transformation makes technology and users more complex — with more mobile devices, cloud-based apps, and a shift to remote work — IT continues to adapt to meet end users’ many needs.
And meeting those needs not only makes experiences better, but also greatly benefits organizations.
5 Benefits of a Great Digital Employee Experience
Knowing about DEX is one thing. But understanding how employee satisfaction can improve organizations is just as important.
Because at the end of the day, a great employee experience means a great deal.
Here are a few of the main benefits:
1. Happier and more productive end users
Nothing makes people happier than a hassle-free experience. And when employees are happy, it shows in their work.
In fact, a recent research paper published by the University of Oxford’s Saïd Business School showed a 13% increase in productivity among happy workers.
“There seems to be considerable room for improvement in the happiness of employees while they are at work,” noted Oxford Associate Professor Jan-Emmanuel De Neve, one of the authors of the paper. “While this (is) clearly in the interest of workers themselves, our analysis suggests it is also in the interests of their employers.”
Enterprises are slowly catching on to the notion that employee satisfaction is critical — especially when it comes to digital transformation initiatives. Forty-four percent of responding executives consider increasing employee efficiency and productivity key in their organizations’ digital strategies, according to a 2018 survey written by the Economist Intelligence Unit.
Because when it comes to fulfilling business goals and driving better outcomes, happy workers make all the difference.
2. Better retention and recruiting
A great digital experience isn’t merely a nice side benefit — it’s become a cultural norm and major job consideration.
For Gen Zers, a deeply technology-driven and growing part of the modern workforce, substandard digital workplaces are likely to be deal breakers, according to a recent Dell Technologies study. Eighty percent of those surveyed aspire to work with cutting-edge technology while a whopping 91% said technology would influence their job choice among similar employment offers.
So to become the kinds of places where employees and potential hires want to work, companies are having to rethink their approach to digital development.
Among the most critical changes organizations are looking to make, 31% of respondents pointed to working with clients and employees to leverage digital offerings, according to the Economist Intelligence Unit survey. Another 29% also consider recruiting more digital-savvy employees and consultants essential for their future growth.
“We want digital talent who are deeply digital in their soul,” said Jon Carney, CDO EMEA at McCann Worldgroup, in the survey. “They need to have a broad understanding of communications, but the important thing is that they have a passion about digital solutions that we can all deploy and use.”
3. Fewer support tickets
No one actually enjoys filing support tickets. Especially if the mean time to resolve (MTTR) incidents takes several hours and ends up requiring multiple points of contact.
Luckily, there’s another way.
When digital workplaces are equipped and maintained with end-user experience in mind, everything else soon falls into place. Digital employee experiences are better, workers are happier and more productive, and incidents become fewer and further between.
That means less time — and money — spent solving support tickets.
4. More IT innovation
When IT teams aren’t bogged down with fixing extensive problems and resolving endless tickets, they can focus on opportunities that deliver greater business value instead. Because although delivering great DEX is a continual and demanding process, taking operations to the next level helps meet those end-user needs while also freeing up enough time and resources to make those wish list projects a reality.
This could include cloud migrations, investments in new technology, automation, integrations, or other trending innovations — all of which keep organizations agile and competitive as well as enhance digital experiences.
5. Greater savings for organizations
Being mindful of what end users are experiencing and giving IT departments the tools they need to monitor, support, and even predict potential problems can increase the ROI in the long run.
And a better workforce can also mean higher rates of customer satisfaction that improve stock market valuations, based on a 2019 Glassdoor study.
Bottom line: A great digital employee experience is good for any enterprise’s bottom line.