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Visualizing The Importance of DEX: Mark Banfield on The CTO Show

Mark Banfield

Real-life corporations putting DEX at the center of their strategy highlights the idea of IT as an active launchpad for business growth rather than simply a remediation function for faulty laptops and flaky Wi-Fi connections.

“Think about, for example, a doctor in an operating theater, performing very difficult work. You wouldn’t dream of giving them a blunt instrument to do their job. In IT, we’re very often providing employees with substandard technology, it’s not performing at the rate that’s required and the impact is dramatic.” – Mark Banfield, CEO of 1E

Mark recently joined Mehmet Gonullu on his podcast, the CTO Show to discuss this very concept. Mark and Mehmet explore personal experiences and case studies where investing in DEX tools has increased product output, productivity, and customer experience. See the key insights below:

Good customer experience is fully reliant on a solid DEX

Consider this flowchart:

Good DEX —> Increased employee productivity —> Scope to grow KPIs based on customer wants and needs —> Goals accomplished! 🎉

For example, a major automotive manufacturing client identified bottlenecks that hindered their goal of increasing the output of cars produced per month to match increasing demand. By investing in specific DEX tools, they were able to pinpoint the exact disruptions on the production line that were not only affecting KPIs but also employee workplace satisfaction. These DEX tools are personalized; they can be customized to fit the needs of the organization and employee preferences. They also combine automation and AI for tailored solutions to such disruptions. This is a clear example of how a smoother workday experience directly affects customer satisfaction.

Customer service is not one-size-fits-all 

For the longest time, IT operations have survived upon meeting service level agreements (SLAs). However, organizations are rethinking the way they provide a service to their employees and customers.

The 1E platform includes an agent that’s constantly live and constantly on. It analyzes all device data, including telemetry data. Ultimately, it provides a score made up of stability, performance, and reliability. While this data is updating in real-time, we’re able to act quickly to any drops in the score.

For example, Mark discusses how he was traveling for work for multiple weeks at a time, and experienced heavy drift while connecting to several different networks, wi-fi routers, and installing new software on his device. Predictably, his device started performing worse due to multiple new conditions over short periods of time. Our IT team was able to measure a 25% drop in Mark’s score and identified what hardware and software needed updating and configuring. With remote work in a global business environment, consistent, customized, and always-on customer and DEX is critical.

Invest in automation

Automation within DEX tools is a game-changer for efficiency and productivity, adaptability to change, and data-driven decision-making in business. A key example of growth in efficiency and productivity includes a major American healthcare provider. The company invested in 1E’s tools, which enabled endpoint transparency, unlocking user experience insights and allowing faster remediation. Additionally, automation allowed the organization to open more medical centers faster, reducing the time and resources needed while intelligently predicting bottlenecks. It effectively solved a major challenge, one that many companies experience: closing the communication gap between employees, IT teams, and technology. 

Listen to the whole conversation with Mark Banfield and Mehmet Gonullu, about how DEX can turbocharge your business.

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

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