AIOPS+
The key to unlocking optimum Digital Employee Experience: Proactivity In the age of remote working, IT is now vital to ensure the success and running of organisations. Even with work almost entirely digital, there is still a considerable gap between the optimised and seamless services IT teams aim to deliver, and the actual quality of the digital experiences of employees. BY CHRIS TERNDRUP, BUSINESS TRANSFORMATION ARCHITECT, NEXTHINK IN A RECENT STUDY, 96% of technology executives agree that digital employee experience (DEX) is an essential part of what IT teams do, yet more than a third (34%) rely on manual methods to collect experience information and nearly half (46%) don’t measure their employees’ digital experience at all. If you’re not measuring your employee’s experiences, how can you ensure that this essential element is maintained? Too often IT teams are one step behind, playing catch up with their employees’ IT problems. Systems look good, all signs point to green, but bluescreens, application failures and slow interfaces cause dissatisfaction. Over time as a result there has been a culture shift; many employees will fail to report technical issues, losing trust in IT’s ability to help, or perceiving the process as lengthy and frustrating. A
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ISSUE II 2021
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COPYRIGHT DIGITALISATION WORLD
survey released in 2020 revealed that workers report just over half of all the technical issues they face. The rapid transition to working from home in 2020 only exasperated these IT cracks further, introducing new problems like messaging application failure, slow internet, or video calls dropping which can cut off employee communication entirely. In a recent study, 81% of employees say they either don’t want to go back to the office or would prefer a hybrid schedule from now on. Therefore, with remote or hybrid working here to stay, it will be important for IT teams to prioritise gaining visibility and insight into the digital experiences of employees, while taking a more proactive and forward-thinking approach to technical solutions.
