In this digital era, corporations might do nothing without technology. Databases, network devices, virtual machines, software systems, and many other technical elements are essential for a corporation. These elements together form the IT infrastructure, which is essential for maintaining Business Reliability. However, corporations have to look after how employees interact with infrastructural elements. Employees should have a satisfactory experience using these digital elements. When employees aren’t satisfied, a corporation might experience a decrease in productivity. To ensure employees have a satisfactory experience, corporations look after DEX (Digital Employee Experience). Read on to understand some use cases of DEX in today’s scenario.
Are you familiar with DEX?
CTOs, CIOs, and other IT professionals should be familiar with the concept of DEX. DEX denotes how employees engage with the technology within the organisation to complete the given tasks. It is crucial to note that DEX might not be uniform across the organisation. Every department might have different digital tools to perform operations. The employees in a department might have a good experience with using digital tools. On the other hand, employees in another department might have a hard time understanding and using digital tools.
When employees have a hard time understanding digital tools, the digital employee experience is awful. How can you expect employees to maintain service availability when they do not know how to use digital tools? To boost the digital experience, organisations collect data on how employees interact with digital elements. With the help of data, they can identify performance errors that hamper the employee experience. Common problems faced by the employees are solved to improve the employee experience. Don’t expect employees to stick around with poor technology and software systems. Studies have shown that companies with poor DEX have low employee retention rates. Some common issues faced by employees that hamper DEX are as follows:
- Inconsistent network connectivity
- Unresponsive software systems
- Authentication errors
- Login issues
- Database errors
- System failures
- Application errors
The list of problems that might hamper the employee experience is lengthy. In short, a corporation needs to work on all issues and technology barriers that give a hard time to the employees. Once employees are satisfied with the digital elements, they will use them to their advantage.
What are the use cases of DEX?
Some use cases of DEX in today’s scenario are as follows:
Monitoring remote endpoints
Most corporations were doing well when it came to monitoring the employee experience. Even without a DEX platform, they could address the common issues faced by the employees. However, it all changed when the pandemic hit. Corporations were having a hard time maintaining service availability, let alone monitoring the employee experience. Traditional performance monitoring solutions failed to collect performance data from remote endpoints. The biggest challenge was collecting performance data from virtual machines and satellite offices.
Amidst the COVID pandemic, corporations realised the importance of DEX. They tried new-age DEX solutions that could monitor performance data from remote endpoints. New-age DEX platforms have helped companies to monitor employee experience on remote endpoints. Monitoring employee experience across remote endpoints is perhaps the biggest use case of DEX. With the rise of remote work culture, companies can ensure that they provide employees with satisfactory digital tools. When employees are satisfied, a company will do wonders even with a remote workforce.
Boosting the organisation’s resilience
When a major setback like the COVID pandemic hits, companies cannot achieve BAU (Business as Usual) condition. Companies also find it hard to steer through market disruptions. After a major setback, companies realise they require advanced digital tools. For example, many companies realised they require virtual machines for a remote workforce. Companies failed to bring technological change within the organisation quickly. Companies that monitor employee experience regularly can bring changes within the IT infrastructure quickly. DEX will improve a company’s ability to bounce back from challenges. Employees will be resilient and have the confidence to rise after a setback.
Enhancing customer support
Employees toil hard to provide excellent support to customers. The better the customer support, the better the organisation’s reputation. How are employees expected to help customers when they do not have access to the right tools? Let us understand this concept with a real-industry experience.
Let us say customer support employees in a company rely on cloud services to help customers. They rely on a hosted predictive dialler to make calls to customers. However, the predictive dialler works too slowly due to network inconsistency. The CTO within the company is unaware of this problem, and employees are failing to offer customer support. If only the CTO had monitored the employee experience, network inconsistency might not occur.
Whether you are using cloud services or on-premise infrastructure, you need to monitor the performance. When you provide employees with the right tools, they will extend the best customer support.
For boosting productivity
The right technology will boost the speed of employees. For example, employees might not offer great customer insights with a slow CRM. When the CRM is fast and reliable, employees can quickly accumulate customer information and close more deals. When day-to-day service issues are fixed, employees have a better experience. With enhanced DEX, employees can be productive and complete the given task timely.
Integrating new-age technologies
Who says you have to depend on age-old monitoring solutions to boost DEX? New-age technologies can be used to improve DEX within the organisation. Many companies are already using AIOps for monitoring employee experience across digital tools. The best AIOps tools can monitor the way employees interact with digital tools. With the power of AI and ML, an organisation can become proactive. A company can fix performance issues even before employees report them and thus ensure Business Reliability.
An AIOps-based platform for DEX will collect performance data from all the connected endpoints. Even if someone is working from home on a virtual machine, an AIOps-led tool will collect performance data. The best AIOps tools will reduce the manual burden of monitoring employee experience across different endpoints. A company will have a definite digital employee experience strategy with the aid of AIOps. Make your employees productive by focusing on DEX!