Effective DEX Prioritizes Users
Troy Baldwin • Director, Offering Management
Good Digital Employee Experience (DEX) is more than a “nice to have” that will help retain and attract talent; it underpins many top business initiatives. Consider the priority of many businesses today: resilience — the ability “to deal with adversity, to withstand shock, and to adapt fast.”
The Consequences of Not Championing Good Employee Experience
Companies wanting to build resilience will adopt policies and systems to prevent sources of disruption, such as cybersecurity threats. But suppose no attention has been paid to DEX, and employees are saddled with a consistently poor user experience. Out of sheer frustration, they may start to cut corners, adopt risky workarounds, or use their unmanaged devices to get things done.
Not considering employee experience can, sometimes dangerously, undermine other critical policies and directly influence your customers’ experiences for the worse. Who hasn’t heard sighs of frustration or outright complaints as a customer-facing employee grapples with slow or subpar technology?
Prioritizing User Experience in DEX
Getting DEX right, so your workplace technology is all about the users, means good business outcomes will follow. Gartner predicts DEX and general employee experience will continue to rise in importance for companies. By 2025, they predict 50% of organizations will have established a DEX strategy, team, and management tool, up from 15% in 2022.
Compucom prioritizes user experience across all our offerings to create the ideal experience for our customers' employees by:
- Understanding user needs: Understanding what your users need is the first step in designing a positive experience. We gather information about employees' work processes, challenges, and preferences to create personas. Then we work with the customer to design a digital environment that aligns with these requirements. Finally, we use DEX tools to collect data such as telemetry and user sentiment, giving us a window into employee experience that would otherwise be missed.
- Providing consistency: Employees should have similar experiences across all digital channels and tools to avoid confusion and improve their experience. We specialize in getting the hybrid work environment right, and part of that is providing solutions to ensure employees stay productive as they move seamlessly between devices located in the office, home, and the field.
- Offering choice and personalization: Personas are a solid starting point, but we recognize that maximizing user autonomy is an important part of good experience, so we ensure our offerings facilitate choice and personalization for your employees. From enabling device choice and “bring your own device” policies to having multi-channel support (voice, chat, text, self-service), we ensure that wherever possible, users are free to select devices and services that best suit their situation and preferences.
- Driving continuous improvement: Technology changes constantly and so do the expectations and needs of your employees. DEX should be a continuous improvement process so that it keeps up with the evolution of your business. Compucom uses Digital Experience Management (XM) across all our services to continuously measure, analyze, and improve how users perceive our services.
Forget Taco Tuesday and Foosball
Put Employee Experience at the Center of Business Strategy
Burnout levels are high, and technology failures exacerbate workplace stress. Having XM to monitor DEX can identify pain points before they become an issue for employees, lowering stress levels. When employees have the right tools for the job that perform well, they're less likely to cut corners and will have more time for the fun and challenging parts of their jobs, leading to greater job satisfaction. Your high-performing employees will be more likely to stick around.
Our XM Focuses on Providing a Great Hybrid Employee Experience
Compucom’s XM collects useful user experience data, such as endpoint telemetry, service and support metrics, event sensors, targeted surveys, and user-sentiment analysis. We generate performance indicators from the data, which are then analyzed against Compucom’s four dimensions of a successful hybrid workplace, which all center around the user. We measure and improve how our services enable:
- Technology-enabled workers
- Self-sufficient workers
- Well-supported workers
- Workplace flexibility
The User is at The Center of Everything We Do
To be their most productive and creative, your employees should feel empowered by their workplace technology. By partnering with an MSP such as Compucom, enterprises can offer greater choices to workers, enabling access to the devices and services that best fit their work style while allowing them to integrate personal technology easily and securely when needed. And the continuous improvement of our services through our XM ensures that as the goalposts for a great employee experience shift over time, we keep your users at the center of everything we do.