DIGITAL EMPLOYEE EXPERIENCE
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applications are an important part of DEX, with the primary purpose of improving employee engagements and online experiences, says Michael Covington, VP of strategy at Jamf. “With the shift to hybrid work, organisations went from an on-premises IT model that was tightly controlled to one where very little was directly under the business’s influence,” he says. “DEX tools provide insights that help maintain consistent and even better experiences, despite more third-parties in the mix.” Michael adds that DEX is no longer standalone. “It’s becoming an expected feature of device management because, in many ways, the device is an extension of the user. What happens on the device and through the device is where DEX is optimised. It’s not just about gathering data; it’s about analysing that data, fixing problems, mitigating risks that could hurt the business and removing obstacles for the user. At scale, DEX can have a tremendous impact on organisational productivity, so richer, more modern device management solutions are now being demanded.” Reseller role Resellers should advise customers to avoid the pitfalls that come with chasing an acronym, Michael adds. “Focus on the outcome your organisation is striving to achieve and choose the tools and platforms that will be able to grow with your business,” he says. “In the context of DEX, think of it as a feature that needs data and automation frameworks to really excel. Choose vendors that stand to have the greatest data sets to drive your DEX programmes.” Austin adds that clients are focusing more on outcomes as opposed to the specific product that is required to achieve the outcome. “This has meant that our partner ecosystem is becoming even more important than it already was as we look to use our technical platform as the engine that powers those meaningful outcomes for the clients delivered by our partners,” he says. “Resellers have an opportunity to help their clients bridge the gap between one- off technologies, and larger, more end-to- end solutions. Resellers play an important role in this overall scenario because of the many relationships they keep across various verticals and geographic locations. By shifting the conversation towards the larger solution and outcome, resellers should be able to increase their own book of business while
also helping drive more significant outcomes for their customers.”
2024 Looking ahead, Merjin says that generative AI will transform employee training and curriculum building in 2024. “Currently, companies deliver standardised training across their workforce or employee segments in like-roles because it’s not scalable to tailor it to individuals,” he says. “Often, we see the same training applies to senior people-leaders as it does junior-level staffers. Generative AI capabilities will vastly reshape how organisations build training personalised to each employee. It will also help organisations automate coaching, making it more efficient to deliver individualised support based on each employee’s precise needs.” Andy Whitehurst, chief technology officer at Sopra Steria UK, adds that we are moving beyond the initial hype surrounding AI and towards more mainstream adoption. “Businesses will begin thinking about how generative AI can begin to augment – rather than replace – day-to-day operations, as part of their journey towards hyper-automation.” Eimear Gunn, VP UKI Digital Workplace Services Practice Leader at Kyndryl, says that in 2024, two factors will come together to shift how businesses think about and evolve their workplaces. “The first is a growing sense of cost pressure in digital working practices: the at-any-cost necessity of workplace transformation that arose in reaction to the pandemic is now well behind us, and an uncertain macroeconomic picture is being felt increasingly keenly. The second is a convergence in strategic thinking around employee experience and customer experience, in which it is increasingly well- recognised that good EX is a necessary enabler for good CX. “The result will be a mindset that seeks to eliminate friction in ways that deliver provable ROI. Around half of workers, for example, say they struggle to find information or data necessary to their jobs: that’s a frustrating employee experience, but also a waste of capacity that could be better spent on value- generating activity rather than searching through filesystems. We will see more discussion around opportunities for small changes and process-specific retooling that deliver powerful returns as businesses refine and polish the digital workspaces that were often hastily built a few years ago.”
Michael Covington
jamf.com
At scale, DEX can have a tremendous impact on organisational productivity... “
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Andy Whitehurst
soprasteria.com
Eimear Gunn
kyndryl.com
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