Enhancing the digital employee experience should be the primary responsibility of companies. DEX refers to the way employees interact with technology elements. When employees aren’t satisfied with the technology, DEX plummets. To boost DEX, companies monitor the performance of digital tools and endpoints connected to IT infrastructure. Issues like poor network, system failures, and application failures hamper the employees’ experience. By focusing on DEX, companies can improve the employee satisfaction rate. With the right digital tools, employees will be more efficient and satisfied. However, several challenges prevent companies from boosting the digital employee experience. Since DEX is essential for improving service availability and employee retention, companies are required to work on the challenges. Hence, many companies have started exploring the Best AIOps Platforms to tackle these challenges. Read on to understand some challenges of DEX in today’s scenario and the solution for them.
1. Adoption of new digital tools
The rise of business technology is a headache for the digital employee experience. Companies are adopting new technology stacks and software solutions to stay competitive. For example, no company would want to miss out on using automation technologies to boost revenue. As new tools are added to the IT infrastructure, the burden on employees is increasing. Employees might not know how to use the latest technologies, thus affecting service reliability. How will employees ensure BAU (Business as Usual) when they aren’t familiar with the new technologies? Corporations aren’t slowing down and adding more elements to their IT infrastructures daily.
When employees don’t know how to use a new technology or software solution, they turn to support teams. As a result, they raise support tickets now and then. IT support teams are laden with increased request tokens. They might find it hard to reply to every support ticket they get. Employees might not figure out how to use a new software system by themselves and wait for the response from support teams. Until the issue is resolved, the service reliability of the organisation is at risk. Companies should not adopt new technologies without thinking of expensive support tickets.
The SaaS sprawl problem is a headache for CTOs looking to enhance the digital employee experience. When too many SaaS applications are integrated within the stack, they become unmanageable. Employees lose their productivity as they feel the task is more than their pay grade. Entry-level employees would not love to manage too many SaaS applications at a low salary.
What’s the solution?
Corporations should think twice before adding a new technology stack to their infrastructure. They need to ensure that the employees are familiar with the new technology. For example, a company adding cloud services to its infrastructure should ensure that employees are familiar with cloud computing. Sometimes, none of the employees might be familiar with a new technology stack or software system. In such a case, CTOs should not rush with adopting the technology. Instead, CTOs should focus on training the employees first. Once the employees are familiar with new technology in training sessions, CTOs are good to integrate it with the IT infrastructure. By doing so, expensive support tickets can be avoided, and employees will not lose their productivity.
2. Cost challenges
As the size of the IT infrastructure increases, the cost of boosting the digital employee experience increases. Since the organisation has to allocate more funds to monitor the employee experience, they might not like it. A definite DEX strategy required continuous investment. Sometimes, age-old monitoring solutions might not provide the desired ROI (Return on Investment). Companies might have to continuously change their DEX platforms to accommodate new technologies. Let us say a company uses a traditional monitoring solution to oversee the employee experience. However, the company is adopting cloud services and shifting to a cloud-based infrastructure. The traditional solution might fail to monitor the applications hosted over the cloud. As a result, the company might have to change the monitoring solution and spend funds on adopting a new one.
What’s the solution?
Companies should look for an all-in-one monitoring solution that goes well with every technology stack. In recent years, AIOps has emerged as a great monitoring solution for companies that change technology stacks more often. AIOps-led monitoring solutions can collect performance data from different digital tools without exception. With an AIOps-led DEX management platform, the company does not have to change its solution repeatedly. The best AIOps tools for DEX management will also reduce the need for manual labour. An organisation can successfully reduce overhead costs for DEX management with AIOps.
3. Silos in the organisation
Similar to data silos, organisational silos are also a challenge for CTOs. Even though employees work in the same company, they are hesitant to collaborate. Employees might interact with other employees in the same department. For example, employees hesitate to forward a support request to IT teams. They might try to figure out a new technology by themselves, thus halting crucial operations.
What’s the solution?
Companies should focus on collaborative tools that allow employees to work together. When employees seek help from one another, the digital employee experience is enhanced. Make the employees understand that IT support teams are there for them at all times. Also, ask the IT support teams to fulfil employee requests respectfully. By breaking organisational silos, a company can boost collaboration, and ultimately the digital employee experience.
4. Monitoring the digital experience of remote employees
Due to recent world events like the pandemic and economic collapses, companies have embraced the remote work culture. However, monitoring the experience of employees with digital tools from a remote location is not easy. Remote employees will face technical issues, and no one might solve them immediately. As a result, they might fail to perform crucial business operations.
What’s the solution?
The best AIOps Platforms are the only solution for companies looking to monitor employee experience at remote endpoints. AIOps-led platforms will collect performance data from virtual machines, remote endpoints, and anything connected to the IT infrastructure. Companies don’t have to wait for their remote workforce to report service issues. An AIOps-led platform will proactively detect service issues with remote endpoints. Start boosting the digital employee experience with AIOps-led tools!