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Hybrid work is right here to remain, and it’s put the digital work expertise (DEX) on the coronary heart of each enterprise operation. But many organizations are struggling to adapt their present digital work experiences for immediately’s digital-first realities.
This piece briefly walks by way of the issues organizations may expertise in the event that they don’t construct a brand new DEX technique, the 4 steps they’ll observe to refresh their methods, and the way they’ll decide DEX platforms to convey their new methods to life.
The case for constructing a brand new DEX technique
A digital work expertise technique (DEX technique) defines how a workforce makes use of digital know-how. Most DEX methods outline the endpoints and functions staff use to work collectively to do their jobs and the capabilities the group will deploy to observe and handle these property and the experiences they create.
Over the previous couple of years, DEX methods have change into mission essential for one easy purpose: most workforces have gone hybrid. In the present day, 58% of U.S. employees can now work remotely not less than sooner or later per week, and 38% can now work remotely full time.
This transfer to hybrid work has reworked the position of the digital work expertise in most companies. Up to now, it was a useful gizmo that related a small variety of distant employees with a primarily on-prem workforce. In the present day, it has change into the central house the place each worker connects, collaborates, and completes their work.
But this transformation has been a bit shaky. In line with Gartner, 47% of staff report excessive friction of their digital work experiences, and 34% expertise this friction a number of instances per week. Excessive-bandwidth enterprise functions are actually being run by way of VPNs on unreliable house networks, organizations have misplaced visibility and management over the standing and efficiency of those apps and the endpoints they run on, and when one thing breaks staff both undergo in silence, create a shadow IT workaround, or launch helpdesk tickets for easy, avoidable issues. The outcome?
Persistent and acute efficiency points are left unseen and unresolved, resulting in large-scale downtime.
Workers encounter efficiency points and unsatisfying experiences, resulting in decrease engagement and retention charges.
IT assist desks are barraged by tickets for systemic points and can’t concentrate on higher-lever strategic duties.
IT management and the C-suite lack the flexibility to systematically determine points of their experiences and to then enhance them.
To resolve these issues, organizations should replace their DEX technique to fulfill the wants of immediately’s large-scale hybrid workforces. To take action, they’ll observe 4 easy steps that tackle the core challenges a contemporary DEX technique wants to beat.
Step 1: Discover and repair issues — proactively
Workers will inevitably run into issues with their endpoints and functions that result in diminished efficiency and unsatisfying experiences. A contemporary DEX technique should be capable of proactively determine and remediate these technical issues earlier than they end in downtime, helpdesk tickets, or different preventable points.
To take action, a contemporary DEX technique should be capable of:
Monitor for efficiency points throughout endpoints and functions in actual time
Scan an utility or endpoint and detect if it has encountered any points
Remediate points as quickly as they’re detected — remotely
Remediate points with out interrupting an worker’s workflows
Decide if efficiency points are localized or systemic
Remediate points at scale, on each asset they may seem on
Step 2: Improve worker engagement and satisfaction
A missing DEX technique can decrease a workforce’s engagement and satisfaction. In any case, staff now spend most — if not all — of their work time leveraging some facet of their group’s DEX technique. A contemporary DEX technique should be capable of monitor and measure how staff really feel about it and determine the place it may be improved.
To take action, a contemporary DEX technique should be capable of:
Quantify and qualify how staff really feel about it
Study the place it may be improved to make the most important affect
Measure how adjustments to the DEX affect engagement and satisfaction
Acquire, quantify, and report on worker sentiment for senior leaders
Proactively shut the connection hole between staff and IT
Step 3: Cut back the burden on IT helpdesk
The transfer to DEX-enabled hybrid work has put a giant burden on the IT helpdesk. It’s flooded them with routine assist tickets and brought their focus off higher-order duties. A contemporary DEX technique should scale back the variety of helpdesk tickets, speed up the decision of points, and enhance IT’s bandwidth for larger tasks.
To take action, a contemporary DEX technique should be capable of:
Resolve utility and endpoint points with out hands-on IT intervention
Empower staff to determine and resolve their very own points
Guarantee staff solely obtain notifications about related points
Establish and expedite points that want hands-on helpdesk assist
Stop points from large-scale occasions like patches and updates
Step 4: Prioritize DEX technique
Lastly, organizations should make their DEX a strategic precedence. In any other case, their DEX may change into a heavy funding that doesn’t ship outcomes and that silently reduces efficiency, engagement, and effectivity. A contemporary DEX technique should be repeatedly monitored, managed, and improved in a data-driven method.
To take action, a contemporary DEX technique should be capable of:
Construct a real-time view of the expertise’s efficiency and sentiment
Report on the quantitative and qualitative efficiency of the expertise
Establish what’s going to make the most important affect on efficiency and sentiment
Design focused motion plans to rationally enhance the expertise
Create a rating for the well being of experiences that may be improved over time
Bringing new methods to life: what to search for in DEX platforms
A contemporary DEX technique must deploy many new capabilities remotely, in actual time, at international scale. To take action, it could actually leverage a brand new class of options: Digital Worker Expertise (DEX) platforms. These platforms had been designed to offer each functionality a company wants to observe, handle, and enhance each key facet of their digital worker experiences from a single, unified answer.
Whereas DEX platforms are an rising class of answer, a number of choices are already obtainable available on the market. When choosing which DEX platform, organizations can consider them throughout a number of core standards. These embody the flexibility to:
Proactively resolve efficiency points: A DEX platform must measure asset efficiency in actual time, detect utility and endpoint points, monitor efficiency metrics and thresholds, and resolve efficiency points remotely with out disrupting regular workflows or permitting downtime.
Measure and enhance worker sentiment: A DEX platform should create bidirectional suggestions loops to have interaction staff by sending customized surveys that measure how they really feel about their digital experiences, enhance adoption of providers, and create a qualitative and quantitative image of engagement ranges.
Cut back helpdesk tickets: A DEX platform wants to unravel efficiency points earlier than they change into helpdesk tickets, and let IT refocus on higher-order priorities, by automating remediation workflows, sending staff self-service workflows to resolve their points, and figuring out patterns to seek out and repair hidden systemic points.
Flip DEX into a technique precedence: Lastly, a DEX platform should supply a data-driven strategy to making sure DEX technique delivers worth, by working stories for the C-suite, measuring, and monitoring the affect of DEX initiatives, performing root-cause evaluation of points at a number of ranges, and defining improvable scores for the DEX as an entire.
Taking the subsequent step to modernize DEX, immediately
A corporation’s digital work expertise will solely change into extra necessary as hybrid work continues to develop, and digital transformations progress. Each group must take the second to guage its present DEX technique, to find out whether it is assembly the wants of immediately’s digital environments, and to determine the place there’s room for enchancment by modernizing its methods, processes, and toolsets.
Study extra about Tanium’s DEX answer, obtainable on the trade’s first and solely converged endpoint administration (XEM) platform.
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