Digital Experience Management: Key to Hybrid Work


Digital experience management provides IT departments with better visibility so they can provide proactive support to team members working remotely.

Today’s workforce is in flux after the pandemic moved many people into fully remote or hybrid work situations, changing the dynamic of office conditions forever. When the pandemic began, many conglomerates announced they would be moving to remote operations for the foreseeable future. For example, Facebook announced in 2020 that 50% of its staff would be working remotely for the next ten years. As employees and employers alike try to adapt to the changing times, one central area that needs adjusting is the digital employee experience (DEX). To enhance DEX and provide employees with the tools and proactive IT needed to complete their jobs while working remotely, companies must adopt digital experience management (DEM) solutions to help streamline the end-user experience for their hybrid teams.

Simply put, DEM is the monitoring or management of the end-user computing experience. As communities reopen after the pandemic, many companies have decided to keep their workforce operating at a fully remote operations level or at least adopt a hybrid model. As a result, there is a greater need for efficient IT systems so employees can get their work done without being hampered by downtime.

Our recent survey of global IT leaders, CXOs, and employees established a direct correlation between productivity and DEX. For example, industries where staff rated their DEX the highest had significantly fewer technology disruptions and 12% less unproductive time due to IT issues than industries with the lowest-ranked DEX. Additionally, industries with the lowest-ranked DEX exhibited a strong existing connection between IT problems and overall productivity. 

The pandemic’s push to a predominantly remote workplace spotlighted preventable issues caused by outdated technology and processes. As a result, companies are noticing a disconnect between employee, IT, and C-level priorities in the workplace, regular digital disruptions that deplete employee productivity and engagement, and preventable remote network issues that can delay an employee from meeting deadlines or completing projects. Additionally, IT technicians are becoming more prone to burnout as they tackle new challenges such as supporting employees working on their personal devices or rolling out new hardware remotely. Thankfully, executives across the board are adhering to the critical need to invest in solutions that will improve and proactively monitor DEX.

The capabilities of DEM provide IT departments with better visibility to predict potential outcomes so they can provide proactive support to team members working remotely. This technological transformation aims to provide employees with a more positive interaction with their digital experience in the workplace. This increases productivity, but it also decreases employee burnout, which is the catalyst to much of the recent employee turnover around the country.

Furthermore, from staffing to ROI, implementing a robust DEM solution exudes benefits throughout all levels of the corporate function. DEM helps recruitment and hiring efforts now that they have moved predominantly online with more interviews and onboarding over Zoom rather than in-person. A DEM platform will ensure everything is running smoothly, so interviews don’t run into any glitches, causing a need for IT to jump on a problem immediately. Additionally, according to our survey, CEOs projected a 12.1% revenue increase and 18.1% cost reduction with a significantly improved digital experience, which would unlock an astonishing, unrealized upside revenue potential of $4 trillion for the Global Fortune 500.

Below are key benefits from utilizing a digital experience management platform:

  • Visibility for better decision-making: IT professionals can observe the end-to-end experience journey as employees interact with technology to better understand which areas could benefit from greater time and resource investments.
  •  The ability to proact and prevent problems: The IT department’s daily focus will shift from reactively triaging issues and creating help desk requests to proactive, automated planning. This will ensure resources are available and working correctly to keep workers productive.
  •  A stronger remote security posture: Companies can minimize the risk of a potential breach or cyber threat by ensuring all digital assets like laptops and apps are updated and patched to prevent business disruptions.
  •  Increased employee productivity and lower burnout: Employees lose multiple workdays of productivity each year due to daily tech issues. By predicting problems and stopping them from happening, employees will be less frustrated by technology and reclaim productive time.
  •  More time to invest in innovation and digital transformation: Businesses have more time and resources to focus on their future success and growth potential. Developing a positive DEX through DEM solutions creates a competitive advantage when recruiting new team members and retaining current talent.
  •  Lower IT costs: In addition to productivity savings, DEM solutions also provide the ability to rationalize software and hardware assets based on observed employee need and how well the asset performs. For example, DEM enables organizations to pick up on unused applications whose licenses can be reclaimed or aging hardware that is still performing well, delaying the need for an expensive refresh.

To sum up, the capabilities of a robust digital experience management solution streamline the vital digital transformation employers need to give them an advantage in today’s competitive market required to stand out across all industries. After adopting DEM platforms, businesses developing greater digital dexterity are saying goodbye to the days of frustrated and burnt-out employees and hello to new business, streamlined workflows, increased revenue generation, and a competitive edge that puts them on the road to ultimate success and positive brand awareness.

Michael Schumacher

About Michael Schumacher

Michael Schumacher is the founder of Lakeside Software. Prior to founding Lakeside Software, he led the division as a director of software engineers at Cubix Corporation, where he directed product development. At Telebit Corporation, he oversaw the department as an engineer for network products. Mike has long experience as an engineer in the field of software and has worked for ISO (International Organization for Standardization) and ANSI (American National Standards Institute) standards bodies, contributing significantly to technology development. He holds a master's degree in information engineering from the University of Michigan.

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