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Unlocking Tangible Business Outcomes with Exceptional Digital Employee Experience (DEX): Part Two

In part one, we highlighted the requirement for organizations to prioritize digital employee experience (DEX) in the digital-first workplace of today—especially in a world requiring us to do more with fewer resources than ever before. By prioritizing DEX, organizations will absolutely improve employee sentiment and experience but can also unlock a range of beneficial tangible business outcomes.

We’ve looked at reduced operational costs and better data-driven decision-making already. In part two, we focus on how organizations can improve IT efficiency and customer experience with DEX.

Improved IT efficiency

The business benefits of a more efficient IT function are plentiful. Reduced downtime, faster issue resolution, and optimized digital workflows make sure that employees can work seamlessly, translating into higher output and improved customer service. There’s also a cost-saving element to more efficient IT processes. Minimized wastage of resources, avoided unnecessary spending on emergency fixes, and better resource allocation, resulting in lower operational costs.

Digital Employee Experience (DEX) plays a pivotal role in enhancing IT efficiency within enterprise organizations. By prioritizing DEX, companies create an environment where employees can effectively navigate digital tools and systems, leverage automation, and minimize frustrations and disruptions. This, in turn, reduces the burden on IT support teams, allowing them to focus on more strategic initiatives and advanced problem-solving. DEX involves monitoring and predictive analytics, which enable IT departments to anticipate and address issues before they escalate, all whilst avoiding end-user disruption. An additional benefit DEX brings to IT efficiency is the democratization of tools. An effective DEX tool will integrate seamlessly to be leveraged across the entire service desk, not just the EUC team.

Improved customer experience (CX)

You might be wondering what your employees’ experience of tech at work has to do with your customers. Well, DEX and CX are inextricably connected. The digital experience of employees directly influences the quality of service and interactions customers receive. A well-optimized DEX positively affects CX in several ways:

  1. Efficient support: when employees have easy access to tools and resources through a smooth DEX, they can provide quicker and more accurate assistance to customers. This leads to faster issue resolution, reduced wait times, and an overall smoother support experience.
  2. Innovation and creativity: exceptional DEX frees up employees from mundane and repetitive tasks using capabilities such as AI. This allows them to focus on more strategic and creative aspects of their roles and can produce innovative approaches to solving customer problems and addressing their evolving needs.
  3. Employee Engagement: a well-designed DEX contributes to higher employee morale and job satisfaction. Engaged employees are more likely to go the extra mile to ensure customer happiness, leading to genuine and positive interactions.

Interested in more insights into the tangible business outcomes organizations can benefit from with DEX? Why not check out part one!


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

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