Sep 07, 2020 Sean Mee

Applying Customer Experience principles to Digital Experience Monitoring and Management

It is now almost axiomatic that in practically every business a frictionless customer experience can be used to create and leverage competitive advantage. In the context of working remotely from home or anywhere else, creating and sustaining a frictionless digital employee experience is key to achieving this same objective.
Applying Customer Experience principles to Digital Experience Monitoring and Management

Lara Caimi, the Chief Strategy Officer at ServiceNow, aptly noted that:
“Covid has been the ultimate change agent…Companies that face this adversity head-on with courage, conviction and creativity will set the benchmark for modern business and become enduringly successful.”

The post-lockdown world we are starting to emerge into offers up a unique opportunity for businesses and employees to reimagine the way we work. COVID-19 and the almost overnight switch to a Work From Anywhere reality has shown us that technology really can connect employees, customers, and businesses seamlessly, without needing a central bricks-and-mortar base to operate from.

On the other hand, the very technology that connects and enables can also be a source of frustration and distress. We know from recently published research that 98% of remote knowledge workers believe the speed of their work-issued laptop is critical to their productivity – but over half (53%) believe they are performing more slowly since remote work began in earnest. 7 in 10 workers say they are waiting hours, days, or even weeks for over-stretched IT teams to help resolve common IT issues.

For those employees, it can sometimes feel like their vital workplace technology has let them down – they cannot perform at their best and, naturally, engagement suffers. For most knowledge workers, the endpoint is the main tool in their toolbox, by which they engage and create business value. It is the conduit we use to communicate, collaborate, consume, and create services to drive forward organizational goals and objectives. Companies that understand and can control the health and well-being of these critical business devices, regardless of where they are located or how they are connected, will be the ones to preserve and enable a connected and engaged digital workforce.

Leverage customer experience principles to enhance the digital employee experience

Some of the important lessons learned from developing and enhancing the B2B customer experience can equally be applied to developing competitive advantage through an enhanced digital employee experience. In providing top quality enablement and technology services to the end user, firms can retain and empower the best talent.

IT departments should adapt core customer experience principles to focus on delivering enterprise IT services, which are:

  • Omni-channel
  • Personalized
  • Predictive and proactive
  • Convenient with self-service

There are several tools and technology solutions on the market which can help with part of the story, but the key to success in a Digital Experience Monitoring and Management strategy is to view it all from the perspective of the remote end user.

By utilizing proactive remediation and self-healing technology, many organizations learn to deflect a large amount of common issues from occurring right at the source—the endpoint itself. Enterprise app stores, service portals and ‘virtual agents’ or chatbots provide the omni-channel, self-service consumption model that drives significantly better user satisfaction and productivity outcomes.

For IT departments to begin offering this level of service requires a well-defined strategy that brings together the needs of (often newly remote) people and business processes with the appropriate application of technology to enhance the existing IT Service Management function. 1E uniquely provides real-time visibility, control, remediation, and digital experience management capabilities to any size organization for all endpoints—both on-premise and at home.

Read more about 1E’s Digital Experience Monitoring and Management capabilities here or speak to a 1E Solutions Expert.

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