A corporation can install the latest technologies and expensive software systems to drive revenue. However, the company will get a return on investment only when the employees use the technology for business operations. Without employees, companies cannot achieve what the new technology was intended to. Employees will use new technologies and software solutions only when they are satisfied with them. Sometimes, employees aren’t satisfied with the digital tools within the organisation due to bad experiences.
It is the company’s responsibility to offer employees a better digital experience. Due to bad experiences with technology, the productivity of employees might fall. In extreme conditions, employees might even resign from their position due to poor technology experiences. Without offering good technology experiences to employees, you cannot think of boosting service availability. To retain employees and provide them with better tools, companies are looking to improve DEX (Digital Employee Experience) with AIOps adoption. Read on to know the top trends of DEX in today’s scenario.
Changes in the traditional helpdesk
Gone are the days when companies would do well with a traditional helpdesk or a small IT support team. When employees could not understand a digital tool, they raised a support ticket. IT support teams looked after the issues and provided employees with timely solutions. All this was possible when companies had fewer endpoints and software systems. As the number of endpoints and software systems increased, remote helpdesk solutions failed. IT support teams cannot handle the increasing number of requests from employees. As a result, employees are on their own, and service availability goes down.
In 2022, companies have realised that traditional helpdesks won’t do any good. For the same rationale, the use of automation for fulfilling service requests is increasing. With the help of automation, companies are boosting the productivity of IT support teams. Automation technologies can help support teams to proactively manage service requests from employees. Even if the support teams are flooded with service requests, automation technologies can help solve them in the given time. Repetitive and minor service issues faced by the employees can be solved without any human involvement. As a result, IT support teams are free and focus on critical performance issues that might hamper service availability.
Focus on first-call resolution
With outdated tools, IT support teams failed to offer a first-call resolution. Often, employees have to wait for some time after submitting a performance issues request. After receiving a poor experience ticket from the employee, IT support teams try to find the root cause. They waste much time in detecting the root cause of a bad experience. Since there are many software systems and digital tools interconnected within the IT infrastructure, it is tough to find the root cause of an incident. Without detecting the root cause in real-time, IT support teams cannot provide first-touch resolution, thus lowering the digital employee experience.
In 2022, organisations have realised the problem and focused on resolving incidents at the first touch. With the help of new-age technologies, employees are detecting the root causes in no time. In 2022, companies have invested more in event correlation to improve DEX. With the help of event correlation, companies can uncover the relationships between different software systems and infrastructural elements. New-age technologies can help IT support teams fix incidents with a simple button click. With improved event correlations and root cause analysis, IT support teams can successfully decrease MTTR (Mean Time to Resolve). When employees know that performance issues are fixed in no time, the digital experience will enhance.
Focus on improving remote work experience
In 2022, remote and hybrid work culture has risen. After the COVID pandemic, companies and employees have preferred remote work. Companies have increasingly invested in cloud services, virtual infrastructure, conference platforms, and other tools that support remote work. However, the real challenge is to offer remote employees a better technology experience. Let us say a business uses cloud services to extend applications to employees at remote locations. It might happen that the remote employees are still not satisfied because of poor network connectivity on the cloud. They might fail to load applications on virtual machines due to poor speed. How will the company ensure that remote employees are provided with a better technology experience?
Companies can offer remote employees a better technology experience only when they know about the bad experiences. Collecting telemetry data from remote locations has been a challenge for companies. However, the year 2022 has seen an increase in technologies that can collect telemetry data from different locations. By doing so, organisations can monitor the bad technology experiences faced by remote employees. Since remote work culture might last for many years, investing in better data collection tools is necessary.
Investment in data analysis tools
Gone are the days when companies had to monitor employee experiences at only a few endpoints. As companies are getting bigger, they are adding more endpoints and scaling their IT infrastructures. There is a need to filter the telemetry data and remove the noise. Much of the telemetry data won’t help support teams to improve the digital employee experience. Companies have increasingly invested in effective data analysis tools that can separate the noise from the telemetry data. Also, companies require tools that can separate noise from the telemetry data with minimum manual support.
The rise of AIOps for DEX management
The rise of AIOps for DEX management is among the biggest trends of 2022. With AIOps adoption, companies can collect telemetry data from remote locations. After collecting telemetry data, an AIOps-based platform will remove the noise without manual support. It will also provide IT support teams with meaningful insights to boost the employee experience.
Any issue with the employee experience will be reported in real-time by an AIOps-led platform. Besides knowing the issue, support teams will also know the root cause of a bad experience. With AIOps adoption, IT support teams will take less time to solve critical performance issues that hinder the employee experience. Invest in AIOps-led tools and boost the digital employee experience in 2022!