Several digital tools are used by corporations to perform daily operations. Network devices, cloud services, software systems, and many other things help companies to perform operations. The employees of a company should be happy with the digital elements. If the employees aren’t happy with the technology on hand, they might lose productivity. Companies should look after the Digital Employee Experience (DEX) to ensure employees are satisfied.
Companies monitor the experience of employees when they interact with digital elements. They try to find the common issues faced by the employees while performing daily operations. After detecting the common issues that lead to a poor digital experience, support teams try to fix them. However, if things were that easy, every company would have had an improved technology experience. Several challenges prevent companies from improving the technology experience. Read on to understand the digital and business factors that impact the digital employee experience:
The omnichannel presence
Employees might be working on different channels. Some employees might be dependent on cloud services, while others use the virtual desktop infrastructure. The omnichannel reach of a company allows employees to work from anywhere. Ever since the COVID-19 pandemic, companies have started adopting a hybrid workplace. However, more DEX management responsibilities occur in a hybrid workplace. Companies collect performance data from remote endpoints and analyse it to find issues that lead to a poor technology experience. Traditional monitoring tools might not be good at collecting performance data from remote endpoints. Luckily, companies can use new-age technologies like AIOps to collect performance data from remote channels.
Allocation of digital resources
Not every department within an organisation might need the same digital resources. For example, the sales team might require access to the CRM. On the other hand, the IT support team might need information collected by a monitoring platform. Companies must ensure that they provide each employee with the required digital tools at the right time. Employees will fail to complete tasks timely without the appropriate digital resources, thus leading to a poor DEX. To ensure that every employee is provided with the required tools, companies need a targeting platform. A targeting platform might allow companies to filter employees by their location, department, and duties. The way you allocate digital resources to employees will impact their technology experience. With the required tools at the right time, employees can uplift service availability.
The level of personalisation
Not many employers provide their employees with personalised apps or software systems. A personalised app will have customisable features that suit a particular employee. With granular orchestration and targeting, companies can enhance the level of personalisation, when it comes to offering digital tools. The level of personalisation has a direct relationship with the digital employee experience. When companies provide employees with personalised apps, they feel honoured. They feel like the company is making tailor-made digital solutions for them to perform operations. However, developing personalised apps for employees is not everyone’s cup of tea. Companies will have to allocate extra funds for developing customisable apps and software solutions.
Data analysis and Intelligence
Collecting telemetry data from different channels and endpoints is only the first step. To find instances when employees have faced performance errors, companies must analyse the telemetry data. Over the years, the size of the telemetry data has only increased. Without analysing the telemetry data, companies will not have meaningful insights. Without meaningful insights, one cannot think of improving DEX. For the same rationale, telemetry data analysis and intelligence have a direct relationship with the digital employee experience.
Since the size of telemetry data has increased, IT professionals cannot think of manual data analysis. Also, traditional data analysis tools have failed to handle the increasing complexity of telemetry data. As a result, data analysis experts must look for new-age solutions to extract meaningful insights from the telemetry data. The best AIOps tools in the market can help data experts to generate automated insights. The best AIOps tools will perform root cause analysis and event correlation to generate meaningful insights.
Internal communications within the company
What happens when employees hesitate to come forward with their technical issues? They might keep working despite poor technology experience. Employees might hesitate to share their bad experiences with technology for numerous reasons. For example, employees might feel that IT teams do not answer their queries. The slightest problem with internal communications will hamper the DEX of the company. When employees cannot reach out, they might work with poor technology and fail to improve service availability.
Why wait for employees to report poor experiences with technology when you can detect them in real-time? AIOps-led tools will always monitor employee experiences on digital platforms. Whenever there is a performance issue, an AIOps-led platform will notify the concerned team immediately. Since there is no delay, support teams can fix incidents in real-time. You don’t have to wait for hesitant employees to report their poor experiences with technology.
Even though training sessions might not be counted as a digital factor related to DEX management, they are essential. Often, companies implement new technology or add stacks to existing IT infrastructure. As a result, employees face a sudden change for which they were never prepared. Some employees might have never heard of a new technology implemented by the management. How do you expect employees to maintain service availability when they aren’t familiar with the technology within the organisation?
When companies adopt new technologies and cloud services, employees depend heavily on support teams. They might raise a support ticket for every simple procedure, as they are unaware of the technology. IT support teams might not handle the increasing service tickets and fail to deliver a satisfactory digital experience to the employees. For the same rationale, it is suggested that companies should invest in training sessions. Before bringing new technology, ensure that the employees know everything about it. Employees are the ones who are going to use the technology for business operations. Start focusing on digital and business factors that impact the digital employee experience!