News in the Channel - issue #27

DIGITAL EMPLOYEE EXPERIENCE

are now joining the AI party to further enhance the end user experience. “AI can help with big data such as sales analytics, lead generation, personalised marketing and optimised reseller pricing. There’s many aspects that can be refined and brought together.” Al says that AI innovations will continue to enhance DEX. “Self-healing IT environments, where systems detect and resolve performance issues autonomously, will become more widespread,” he says. “We can also expect advancements in voice and natural language interfaces, making IT support more intuitive and accessible to employees who may not have technical expertise.” Deborah Watson, client and solutions strategy director for Sales and Channel at BI Worldwide, says that AI is particularly affecting DEX in the reward and recognition space. “The AI value add is around ensuring people feel motivated by who is recognising them and rewards they are offered,” she says. “Bringing vast networks of people together that have connections in the workplace and allowing them to be 'seen' and valued by one another,” she says. Rob says that AI is revolutionising DEX by shifting IT operations from reactive troubleshooting to predictive and autonomous issue resolution. “AI- driven analytics are helping organisations anticipate system failures, optimise resource allocation, and even personalise the digital workspace based on individual work patterns,” he says. “Looking ahead, AI copilots for IT teams will become more sophisticated, automating complex workflows and enhancing IT’s ability to deliver a seamless user experience. Additionally, personalised AI recommendations, such as suggesting optimal software configurations or reducing unnecessary background processes, will drive a more intelligent and adaptive digital workplace.”

Speedy replacement Sara Wilkes, CEO at Agilitas IT Solutions, adds that speedy device replacement also needs to be part of the conversation. “Businesses need to consider whether they have the capability to quickly replace employee’s devices when they break, to avoid a poor DEX. This can lead to decreased productivity, employee frustrations and higher turnover rates. “Resellers need to emphasise the hardware aspects of DEX, reminding customers that this is just as important as their software and functionality. This is because devices need to function out of the box but also be easily replaced or repaired when they fail. “Resellers also need to communicate the importance of pre-configuring devices with all the necessary updates and security features, ensuring that new hires are onboarded efficiently and easily. Ultimately, no employee should have to waste time waiting for devices to get set up or updated – they should be able to access everything they need from the moment they power their devices on.” Role of AI As with all other areas of technology, AI is playing an increasing role. “In many ways we are only are the start of the AI journey and its impact will continue to grow,” says Holli. “Some video conferencing elements have been around for a while such as echo cancellation in mics and speakers, together with ambient noise reduction. Hardware does have embedded features but platforms such as Teams and Zoom

Mike Barron managing director

synaxon-services.com

Sara Wilkes ceo

agilitas.co.uk

Deborah Watson client and solutions strategy director, sales and channel

biworldwide.co.uk