It’s best to define some terms I often smirk when I hear or read about other companies pitching a digital experience management platform for IT support.
Ten years ago you and I would have never discussed things like employee experience and engagement. We used to communicate in more defined terms. Admittedly, business needs were more centered on our customers, less on our own employees.
So much goes into making a workplace suitable for employees—flexibility, salary perks, team dynamics, etc.—but sometimes we forget that technology is paramount to allowing people to be productive and engaged. I experienced this first hand years ago during an internship. I worked for an intelligence organization and assumed I’d be surrounded by the latest and greatest in digital devices and tools.
I’ve been thinking a lot lately about the phrase “Ok, Boomer”—that popular retort Millennials often use to joke about my generation’s perceived lack of knowledge with modern-day technology. To be honest, I laugh a lot at those jokes but that’s because I relate more to the disconnect between digital master and novice.
A few weeks ago I attended the Digital Workplace & Employee Experience Summit in Berlin hosted by Platinum Edge. I’ve been to hundreds of conferences in my professional career but none like this one. Surprisingly, the attendees and speakers weren’t just IT engineers like myself, but instead a mix and mash of human resources, change management, content marketing, and digital analytics professionals—all with skin in the proverbial workplace experience game.
There’s something weird going on in the world of enterprise tech.
IT support—often stereotyped as being distant, detached, and uncharismatic—is somehow becoming a source of cultural inspiration for employee productivity and happiness.
I recently read an article in the Wall Street Journal about the need for companies to take into account what their employees’ needs are when rolling out new technologies. Many new technology initiatives fail because employees aren’t involved in the process at some level — whether it’s helping design a solution to their problems or providing regular feedback to their leadership teams on what’s working and what they need to be successful.
Even though it’s early, my discussions these first few months of the year tell me that “employee experience” is becoming one of the buzzwords of 2019. The CEOs and CTOs I’ve spoken with at companies of all types and sizes are talking about the need to provide a world-class workplace experience for their employees (and what that actually means).
It is difficult to overstate the importance and impact that Artificial Intelligence (AI) has had on the employee experience. This is crystal clear when you see how employees are interacting with their IT departments. Employees expect technology to just work. When there are technical problems the expectation is that fixing the issue will be fast and seamless. An increasingly important part of meeting this employee demand is the virtual agent, or chatbot.
Imagine you had a way to see exactly what IT issues were impacting your employees. And imagine you had one view showing both issue diagnosis and resolution path, with the possibility to take instant action with a one-click fix? Nexthink’s Digital Experience Score delivers just this by combining hard metrics with user sentiment data to give immediate visibility, context and understanding of employees’ experiences across key areas.