Digital Experience Cloud
Digital Employee Experience for Today’s Distributed Workplace
Work is not a place, it’s something you do. And in today’s distributed working environment, employees are increasingly dependent on their interactions with edge-based digital devices to get their jobs done. This means that for organizations focused on improving employee experience, they must adopt technology that has a distinct set of capabilities optimized for this new era of working.
The modern digital workplace is one in which tablets, laptops, virtualized or physical desktops, and IoT devices all play a critical role. No matter which device they prefer, employees require them to be performant, reliable, secure and always connected for an optimized digital experience. When the business is able to provide endpoints that have these characteristics, employees have fewer disruptions, can seamlessly collaborate with their peers, and are more likely to remain engaged in their work.
But current tools have not been optimized for this new distributed digital workplace. Research and actual experience in the workplace overwhelmingly proves there is a major gap between this optimized state of digital experience and the sub-optimal one employees are actually having. So why is this happening?
Delighting employees with an incredible digital employee experience starts with complete, user-based visibility of the endpoint. But as employees have shifted to working remotely – an environment where they are more likely to be both off the corporate network and using cloud-based applications – current tools are incapable of monitoring these devices. And even for those that can, they still lack granularity in their telemetry data or any kind of historical context. Some attempt to make up for these shortfalls by primarily relying on user surveys, but without the right metrics to put this feedback into the context, inaccurate insights can quickly develop. IT is left in a situation where they cannot fix what they do not know.
Help desk operations have traditionally been established to ensure employee technology is functioning as intended, and when incidents occur, IT is able to react to resolve them as quickly as possible. Often times, IT has to respond without understanding the root cause of why something happened or knowing how fix it – let alone knowing how to proactively predict and prevent problems before they occur. While IT may focus on achieving MTTR and FCR goals, with up to 80% of employee IT issues going unreported, the traditional process of waiting for tickets to be submitted and then responding is not just inefficient, it’s becoming entirely ineffective.
Managing and improving digital employee experience requires more than just retooling help desk operations, it also means prescriptively right-sizing and successfully deploying new technology for the unique needs of every employee on any device anywhere. But as employees and their devices become more distributed, numerous, and diverse, current tools are unable to provide IT with the ability to scale for edge-based operations and holistically improve digital employee experience. The consequence is that only a fraction of digital employee experience can be managed, and the business is unable to digitally transform into the cloud native economy.
1. A Foundation of Complete User Data
It is impossible to have accurate insights on a foundation of incomplete data. Digital employee experience requires capturing the entirety of end-user experience with granular edge-based telemetry data, unifying real-time data with historical context, incorporating user survey and engagement feedback, and doing so without compromising user privacy
2. Accurate Analysis that Drives Faster Action
Using real-time experience data, anomalies should ideally be remediated on edge devices locally, and without intervention from IT. For more complicated issues, IT must rapidly gain an understanding of what is happening with either specific users, pre-defined groups, or their entire distributed estate. Once these insights are established, IT should be able to quickly resolve the problem without impact to user productivity and engagement.
3. Adaptable Experience Management
A distributed workforce requires a platform designed to be deployed in an agile way and scale without operational penalty or user interruptions to meet the needs of the cloud-native economy. It also needs to support a wide range of use cases across multiple departments and devices ranging from virtual and physical desktops to mobile devices, IoT devices and beyond.
Complete Experience Data
By capturing the entirety of end-user experience, Lakeside is able to provide IT with the most complete and accurate set of actionable data available. With thousands of metrics covering real-time experience captured every 15 seconds from the edge, this rich repository of content means the digital divide between IT and employees has never been smaller.
- Data collected across 175 classes of objects provides a single source of truth for complex estate-wide incidents
- Unification of real-time data with historical context enables faster root cause analysis
- Integrated tools to collect employee sentiment data supplement quantitative data for more accurate insights
- Built for today’s modern environment so you can monitor both VDI as well as devices both inside and outside the corporate network
Leveraging real-time user experience data and artificial intelligence, Lakeside’s Digital Experience Cloud automatically identifies and resolves anomalies on the endpoint before they impact employee productivity. IT teams can also quickly gain a single source of truth for more complex issues, reducing the time to detect issues. Employees and their devices become more self-reliant, and IT teams can shift-left and become more effective.
- Advanced digital experience scoring allows for a rapid understanding of the overall health of your environment
- Precise and customizable dashboards enable better prioritizing of help desk operations that most impact employee experience
- Included self, auto, and mass healing options mean you can automate standardized services without sacrificing employee experience
- Customizable personas and groups so you can accurately compare technology performance for even more powerful insights