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The Magic Number Behind World-Class Employee Experience

Posted by Nexthink on Aug 27, 2019 9:00:00 AM

DigitalTransformation Nexthink hard metrics sentiment data

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.

To understand this a little better, we must first recognize the importance of the digital workplace and its interrelated components. The digital workplace is comprised of tools and technologies required for employees to do their jobs, and these may vary depending on industry and job functions. These can be classified into four main categories which, together, encompass the overall experience of an employee in their digital workplace:

  • Resources: The digital workplace encompasses all the technological resources employees use to get their routine work done. These resources include employees’ devices, as well as related components such as hardware, operating systems, applications, packages, network, remote destinations and ports.
  • Actions: The resources mentioned above perform certain actions in the workplace, which can be either user-driven such as login and installations, or device-driven such as executions and connections.
  • Events: These represent the output of each action performed by workplace resources, such as device warnings, errors and execution alerts.
  • User Sentiment: IT teams assume they are giving their employees what they want and need but, when employees are asked about their perception, you often hear a very different story. In addition, employees’ perceptions are not limited to the device and the services running on it – they can also include a range of other IT-related processes. Collecting these inputs from employees contextually is what we call user sentiment, and its measurement is one of the most critical components of continuous Digital Employee Experience (DEX) improvement.

Measuring Digital Workplace Experience

Nexthink leverages these digital workplace components to help IT measure the overall digital workplace experience. To effectively do so, Nexthink provides endpoint technology that gives an instant relational view of an organization’s entire IT estate – every digital workplace resource, action and event, combined with employees’ contextual and sentiment feedback. All of this is captured in real time, on an ongoing basis.

To successfully measure and quantify DEX, organizations need to measure availability, usage, risk and performance across all possible aspects of the employee workplace environment, such as their devices, software, storage, and network. Nexthink helps to collect, collate and relate all these parameters in real time across entire IT infrastructures and ecosystems. Using this data, Nexthink produces a unique KPI called the Digital Experience (DX) Score. The Score is defined by a comprehensive algorithm, and can be tailored for specific industries or enterprises, providing a single source of truth showing the overall digital experience of employees in the workplace.

Beyond Hard Metrics

This Digital Experience Score is defined by a wide range of parameters gathered not only from technical and hardware resource, but also from the subjective opinion of the most important workplace asset – the employee. Nexthink collects contextual feedback and input from employees on an ongoing basis, making the Score a complete and employee-centric measurement to support the continuous improvement of the digital workplace.

Topics: Nexthink, process automatization, Digital Strategies, Digital Transformation, hard metrics, user sentiment, integral management

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