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IT Strategies for Boosting Employee Retention

In today’s rapidly evolving workplace landscape, the role of technology in employee retention can’t be overstated. While in-office improvements to the employee experience are effective, the increasing adoption of remote and hybrid working has placed the digital workplace front and center. That means providing employees with the best tools and technology to both stay competitive and protect employee satisfaction and retention.

Outdated and insufficient digital workplace technology can significantly impact the experience of your employees and their ability to remain productive. This, in turn, leads to disengagement, frustrations, and ultimately, turnover.

How technology affects employee experience

Statistics paint a clear picture of the link between productivity loss, employee turnover, and poor digital experience. According to recent studies, employees spend a significant portion of their time dealing with technology-related issues, resulting in decreased productivity and job dissatisfaction.

For example, 48.6% of workers believe using the right tech helps to make them more productive. However, research has found that 40% feel frustration “often” or “all the time” when using software. 44% regularly postpone tasks as a result, and 8% of staff have considered quitting due to software-related frustration.

62% of employees say access to best-in-class technology is a highly motivating factor for them. “When employee morale is high and employees are more productive, retention rates tend to be higher because workers want to stay at the company where they feel valued and appreciated.”

How to improve the employee experience with technology?

Some of the key areas that technology can improve the employee experience include:
  • Easier connection and collaboration between teams. This is particularly useful for improving the employee experience of teams working remotely, in hybrid models, or that are geographically dispersed.
  • Improved progress monitoring and greater ease in sharing feedback.
  • Better data analysis across the organization, with clearer visibility into both software and hardware usage and performance.
  • Equipping employees with easier access to resources needed to do their jobs well — this, in turn, will positively impact your customer experience, too.

Addressing digital workplace challenges is crucial for maintaining a motivated, engaged workforce and keeping retention rates as high as possible. So, where to start?

Quantify and measure digital employee experience (DEX)

Understanding digital employee experience (DEX) and digital experience management (DEM) is essential. By tracking and analyzing user data, organizations can identify pain points in the digital workplace experience of their employees and target areas for improvement. Metrics such as application performance, network reliability, and user satisfaction provide IT with comprehensive visibility and understanding. According to Forrester, this visibility “gives [IT] the control to not only fix issues efficiently but also create proactive troubleshooting automations. As a result, employees are more productive and IT teams more efficient.”

Understand users’ needs

Meeting the diverse needs of users is paramount to improving retention. Employees who feel heard and valued are more likely to stay. Adopting a human-centric approach when it comes to IT strategy will pay dividends when it comes to employee retention. Forrester research indicates that adopting a human-centric approach to experience monitoring emphasizes the individual’s journey to accomplish tasks. This comprehensive understanding of users’ experiences and needs leaves IT better placed to provide predictive remediation, personalized experiences, and more.

Streamline workflows

Traditional IT operations have relied on a ticket-based system to manage and resolve issues, but this approach has its limitations. Traditional ticketing processes for IT support can be cumbersome and time-consuming. Streamlining workflows and embracing proactive incident management strategies will enable IT to identify potential issues before they disrupt users. Real-time data and automation play a crucial role in reducing resolution time and enhancing user satisfaction. And enhanced user satisfaction and productivity are crucial to boosting employee retention.

Proactive user support

Proactive IT services and self-healing help desk solutions are game-changers in improving digital employee experience (DEX). By anticipating and addressing potential issues before they escalate, organizations can minimize disruption and optimize productivity. Proactive support fosters a sense of trust and reliability among employees, leading to higher retention rates.


Investing in IT strategies that prioritize digital employee experience is crucial for boosting employee retention in today’s competitive landscape. By quantifying and measuring DEX, understanding user needs, streamlining support processes, and embracing proactive solutions, organizations can create a workplace that fosters productivity and satisfaction. Research shows productive and happy employees are more likely to stay than those who face regular digital disruption, device downtime, and frustration.


The FORRESTER WAVE™: End-User Experience Management, Q3 2022

The FORRESTER WAVE™: End-User Experience Management, Q3 2022