Dec 02, 2020 Sean Mee

Applying Customer Experience principles to Digital Experience Monitoring and Management

2021 will be the year of digital employee experience. While IT organizations globally will be the driving force of long-term business change, it will be employees who dictate the direction. To succeed requires a change in mindset and well-defined digital employee experience strategy that brings together the needs of people and business processes with the appropriate application of technology.
Applying Customer Experience principles to Digital Experience Monitoring and Management

In practically every business today, a frictionless customer experience can create competitive advantage by decreasing churn, increasing engagement, and driving long-term loyalty. Organizations need those same attributes from their employees—which is why IT must treat employees and their technology just like the business treats its customers and products/services.

Technology: The ultimate enabler and disabler of great employee experiences

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 employees can also be a source of frustration and distress. 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 slower since remote work began in earnest, according to research conducted by Vanson Bourne. 7 in 10 workers also 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 that empowers them to stay engaged 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 wellbeing 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

Digital experience monitoring strategies don’t need to reinvent the wheel. Some of the important lessons learned from 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 that are:

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

There are several tools and technology solutions on the market that 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 people and business processes with the appropriate application of technology to enhance the existing IT Service Management function.

Digital employee experience matters now more than ever

The bottom line is 2021 will be the year when employee experiences will matter most. Employees spell out long-term business viability and success, so treating them like the important assets they are must be a priority for IT organizations.

As Lara Caimi, the Chief Strategy Officer at ServiceNow, aptly noted:
“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.”

When we look past the current crisis and see through the adversity, we find a glimmer of hope for a future that is much better than the past. But that is only possible if we let employees take the lead and IT organizations allow their employees to guide change based on their needs and desires. They are IT’s customers after all and, as the age-old adage goes, the customer is always right.

In part 1 of the upcoming 3-part webinar series on 2021: The year of digital employee experience, I’ll walk through how IT organizations can make digital experience monitoring a reality by following the basic principles of customer experience and mapping those to your IT infrastructure.