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.
What is truly needed is a platform that can be used for any use case,
on any device, anywhere.
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?
of an employee’s overall experience is represented by
technology.
of executive leaders who prioritize of IT issues go unreported.
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.
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.
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.
To deliver an incredible digital employee experience, we believe you need
three core elements:
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.
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.
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.
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.
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:
What are the top 5 IT issues affecting the experience of my users?
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How should my help desk operations be prioritized to be most effective?
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Do my employees have the right technology to do their job?
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Are my remote employees suffering from network connectivity issues?
Read moreDigital 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:
Digital experience is a broad category:
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:
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 Resolve provides enhanced IT visibility and efficiency. Automated root cause analysis and mass healing capabilities allow for prompt problem resolution and improved digital experience.
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:
