News in the Channel - issue #27

DIGITAL EMPLOYEE EXPERIENCE

ensures higher productivity, better engagement and reduced downtime. “A poor digital experience, on the other hand, leads to frustration, decreased productivity and higher employee turnover. IT issues – whether in the form of slow networks, frequent system crashes and particularly a lack of remote troubleshooting capabilities – can disrupt workflows and negatively impact business performance. It also creates a security risk, as employees may resort to unapproved workarounds that bypass approved IT policies.” Indeed, as Mark Eyden, director, partner development, EMEA at Laserfiche, notes, a bad DEX is forcing dissatisfied employees to go as far as quitting their jobs. “According to Laserfiche research, 70% of British Gen Z have left, or would consider leaving, their company due to outdated technology,” he says. “The top frustrations for these younger employees are that technology is too slow (54%), too old (35%), or there is a lack of tools that help with time-consuming tasks (35%).” Good experience There are various factors that make for a good DEX. “Ensuring a good experience for remote and hybrid employees means that technology is at the core,” says Anna. “So, two-way video communication technologies can ensure that Town Hall broadcasts are not simply ‘one way’ to employees at the end of their laptop but provide the tools for these colleagues to interact back. This ensures that employees are engaging with content being delivered, boosting their own feelings of belonging and integration. “The experiences of these employees is not just a tech topic but an HR topic too. Listening to this group of colleagues and understanding their needs is important to make sure there is no vital difference between the experiences of in-person colleagues versus remote.” Al adds that seamless remote access

is another essential element. “This enables employees to receive IT support whenever they need it,” he says. “The design of digital tools should be intuitive, reducing the need for training and minimising frustration. Performance monitoring and optimisation are also key, ensuring devices and applications run smoothly and do not cause delays or disruptions. Ultimately, a strong DEX allows staff to focus on their work rather than being hindered by technology, driving efficiency and job satisfaction.” Erik Nicolai, co-founder and CEO of Workspace 365, says that a good DEX is built on simplicity, accessibility, intelligent automation, frictionless security and personalisation. “In terms of simplicity, employees should have a single, personalised digital workplace instead of navigating a complex web of applications across multiple portals,” he says. “An accessible digital workplace should be device-agnostic, ensuring a seamless experience whether in the office, at home, or on the go. “Access should be secure and frictionless, embracing user-friendly processes such as single sign-on, multi-factor authentication (MFA) and conditional access.” Rob Dobson, senior director, Partner Solution Architects at Lakeside Software, says great DEX comes down to proactive IT. “We are in a new era where employees expect devices to work flawlessly all the time,” he says. “A great experience simply gets computers out of the way so that end users can do their jobs without disruption or frustration. This is only possible with proactive IT to see and solve issues before they impact the employee or business.” Dene Lewis, CTO of CAE Technology Services Ltd, says that a good DEX needs to be frictionless. “This means an ability to switch on, authenticate, and go to work wherever you are,” he says. “This requires comprehensive tooling to securely access web, cloud and private applications. A good is experience is objective and

Holli Hulett Co-founder

boom.co

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A poor DEX doesn’t just slow people down, it creates a ripple effect. Meetings drag because people aren’t seen or heard clearly.

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Al Kingsley MBE CEO

netsupportsoftware.com

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