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Digital Employee Experience for Today’s Distributed Workplace

Digital employee experience (DEX) measures the quality of your workforce’s interaction with the technology they need to get their jobs done. Enhanced digital experience translates into increased employee engagement because workplace technology plays a fundamental role in productivity.

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What is truly needed is a platform that can be used for any use case,
on any device, anywhere.

Problems of Modern
Working Environments

Unfortunately, current tools have not been built for the modern hybrid working environment. Research and actual workplace experience overwhelmingly prove a major gap exists between the level of digital experience needed to be most productive and the sub-optimal one most employees are actually having. So why is this happening?

30%

of an employee’s overall experience is represented by
technology.

80%

of executive leaders who prioritize of IT issues go unreported.

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Lack of Visibility

Superior digital employee experience starts with complete, user-based endpoint visibility. Current tools are incapable of monitoring these devices with remote employees. IT cannot fix what they do not know.

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Reactive IT Processes

Traditional help desks typically wait for incidents to be reported and then react to resolve them as quickly as possible. ​However, with up to 80% of employee IT issues unreported, such a reactive process is inefficient and often ineffective.

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Insufficient Endpoint Management

As employees and their devices become more distributed, improving their experience means personalizing and right-sizing their technology on any device anywhere. Without modern tools, only a fraction of digital employee experience can be managed and improved.

What is truly needed is a platform that can be used for any use case,
on any device, anywhere.

Core Elements of
Digital Experience Cloud

To deliver an incredible digital employee experience, we believe you need
three core elements:

Core Elements of Digital Experience

1. A foundation of complete user data

Accurate insights are impossible with 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 and then be empowered to quickly resolve the problem without impact on 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. 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, to Internet of Things (IoT) devices and beyond.

Core Elements of Digital Experience - Foundation Element

The foundational layer

1. Complete experience data

By capturing the entirety of end-user experience, Digital Experience Cloud provides 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.

Core Elements of Digital Experience - Analytics Element

The interpretation layer

2. Intelligent analytics

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. And for more complex estate-wide issues, it empowers IT with the ability deeply understand and proactively optimize the user environment.

Core Elements of Digital Experience - Interpretation Element

The interpretation layer

3. Unified, edge-based experience management

Built from the ground up as a cloud-native platform and optimized to be deployed wherever work is being done, Digital Experience Cloud allows you to completely transform digital employee experience across your enterprise and add holistic operational intelligence where it is needed most to a broad range of use cases.

Employees work anywhere. Make sure their experience is improved everywhere.

Lakeside’s Digital Experience Cloud provides enhanced agility and efficiency to IT teams so they can shift from reactive to proactive IT and ensure a new a new era of edge-based devices are performant, reliable, secure, and always connected.

By leveraging the power of this enhanced digital employee experience lifecycle, every organization will be able to address the following questions at all times:

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What are the top 5 IT issues affecting the experience of my users?

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Help desk operations icon

How should my help desk operations be prioritized to be most effective?

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Technologies icon

Do my employees have the right technology to do their job?

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Network connectivity icon

Are my remote employees suffering from network connectivity issues?

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Frequently Asked Questions

What Is Digital Experience?

Digital experience (DX) is the quality of a user’s interaction with technology, such as workplace software, online stores, point-of-sale terminals, and other digital touchpoints. 

Digital experience examples include the experience of using computers at work, navigating a website, or trying to buy a product online. Slow systems, crashing apps, or perceived difficulty with technology all affect the DX. 

When measuring digital experience, relevant metrics include:

  • Availability and performance, which help to determine if a digital asset is available for use or functioning as expected.
  • Usability, which indicates if certain technology is useful and easy to use.
  • User sentiment, which takes into account the user’s subjective perceptions about the digital experience.  

Digital experience is a broad category: 

  • Digital employee experience (DEX) measures employees’ interactions with the technology they use at work.
  • User experience (UX) in design looks at colors, layout, navigability, and performance of a web page to determine how intuitive and efficient it is.
  • Digital customer experience (CX) focuses on the customer journey in digital channels, whether accessing a brand’s website, placing an order, or interacting with the company via chat bots, social media, and mobile apps.
What Is Digital Employee Experience?

Digital employee experience (DEX) is how employees perceive, interact, and engage with the technology they need to get their work done. According to Forrester’s Employee Experience Index, 30% of the factors influencing employee engagement are related to technology. 

DEX is measured based on the performance of devices, applications, networks, IT service delivery, and end-user sentiment. Factors that affect the quality of employees’ interaction with workplace technology include connectivity issues, slow computers, system crashes, outdated hardware or software, and long incident-resolution times.

Understanding the technology needs of employees and how it affects them is critical to meeting business goals. According to Lakeside Software’s 2021 study about digital experience, C-level respondents believe that better DEX would bring 12.1% revenue gains to their organizations.

Improved DEX also contributes to:

  • Fewer disruptions and downtime
  • Increased productivity
  • Enhanced user satisfaction
  • Higher employee retention
  • Fewer support tickets
  • IT cost savings
What Is Digital Experience Cloud?

Digital Experience Cloud, powered by SysTrack, is Lakeside Software’s digital experience management platform. This cloud-based solution helps organizations to monitor, measure, and optimize their employees’s interactions with workplace technology. Popular use cases of Lakeside’s platform include help desk efficiency, digital workplace planning, VDI migration, IT asset procurement and optimization, and digital experience monitoring.

Digital Experience Cloud enables holistic visibility across the entire IT estate and accurately measures the entirety of the end-user experience, empowering IT to improve productivity and engagement across a highly distributed digital environment. That’s possible because Lakeside’s platform uses an ultra-lightweight agent to collect over 10,000 telemetry metrics every 15 seconds directly from the endpoint — whether physical or virtual systems — as well as end-user sentiment through surveys.

The platform’s Intelligent Edge architecture also uses machine learning to analyze this rich repository of experience data, assess performance, and automatically detect IT issues that require immediate attention. The support team has access to real-time and historical data, in addition to different types of insights, from the IT environment as a whole to in-depth diagnostics about a single machine.

Key applications within the platform include:

  • Lakeside Assist is an all-in-one workspace that enables Level 1 technicians to quickly diagnose and resolve incidents. Assist runs as a stand-alone app or integrated with ServiceNow ITSM.
  • Lakeside Prevent leverages the power of Lakeside’s comprehensive data collection, artificial intelligence, and automation to proactively detect and prioritize IT incidents before they escalate. 

Lakeside Resolve provides enhanced IT visibility and efficiency. Automated root cause analysis and mass healing capabilities allow for prompt problem resolution and improved digital experience.

What Is Digital Experience Management (DEM)?

Digital experience management (DEM), sometimes referred to as end-user experience management (EUEM), is the process of monitoring, measuring, and optimizing users’ interaction with workplace technology. The goal is to deliver a seamless and secure digital experience to employees or customers, enabling them to be productive and engaged. 

Slow internet connectivity, old computers, and constant system errors cause user frustration and contribute to lost productivity, higher help desk tickets, and IT costs. Digital experience management empowers support teams to prevent issues from happening and resolve incidents quickly, minimizing downtime and improving users’ digital experience and engagement.

Digital experience management solutions collect both quantitative and qualitative data (via telemetry metrics and surveys, respectively) to create a complete picture of the end-user experience from the edge. These tools also use machine learning to analyze data, predict IT issues, and automate resolution, helping to improve digital experience and optimize the support desk operations. 

Findings from Lakeside Software’s research indicate that, for surveyed IT staff, the most valuable use cases for digital experience management include: 

  • Root cause analysis and prevention
  • End-user productivity
  • Reduction in volume of it incidents and tickets
  • Desktop virtualization migration
  • IT automation via bots

Ready to deliver an incredible digital employee experience?