Digital Experience Score

The content of this document is for versions 2.0.0.0 or later of the DEX Score library pack.

Context

The digital workplace is undergoing rapid transformation, driven by industry trends like the anywhere/anytime work styles, the ongoing shift to cloud and the growing number of technologies, service providers, standards and frameworks that, on one side, enable companies to remain competitive and compliant, and on the other make their IT ecosystems more and more complex to manage and subject to changes, issues, and threats. The result of all this is a degraded experience and lost productivity for the employees. For IT departments, it means struggling to contain the costs, witnessing a rise in the expenditures to manage the day-to-day, leaving the smaller portion of the budget for innovation and transformation projects.

Additionally, there is a “delivery gap”: IT teams assume they are giving their users what they want and need but, when employees are asked about their perception, you hear a very different story. IT departments struggle to truly understand the employees and to identify how to improve their digital experience, relying on SLAs focused on metrics such as service availability and target resolution times that convey very little in terms of how well the services actually perform for the employees. Attempts to complement this with surveys among the employees are often ineffective and with very low response rates.

DEX Score

IT leaders need a way to set up governance of the digital employee experience, allowing them to understand the maturity of their organization in that space, set the goals and drive improvements that would no longer be based on trial and error, but on clear evidence derived from organizational data. Such improvements correlate with increased productivity, reduced costs, improved agility, reduced attrition, and reduced time to market. The DEX score is a key indicator that enables them to:

Understand where, what and how to improve based on factual non-arguable data
Listen to the voice of employees (VoE) while monitoring hard metrics at the same time
Benchmark with other organizations - Benchmark internally (e.g. one region against another)
Set the basis for eXperience Level Agreements (XLA*)

Overview

The Digital Employee Experience can be defined as the ability of an employee to get things done by interacting with the IT environment in an enjoyable manner.

By combining user sentiment with hard data retrieved from the endpoints, the Digital Experience Score provides a simple yet actionable way to both monitor the real experience of the employees with their digital workplace and identify opportunities for improvements, which might lead to increased productivity, reduced costs, reduced attrition and reduced time to market. The Digital Experience Score assesses four areas impacting the digital employee experience:

Device
Business applications
Productivity applications
Overall employee satisfaction

The Digital Experience Score implements each one of these areas as a subscore:

The Digital Experience Score is available in the Nexthink Library for both Windows and macOS in two versions: the full version with sentiment data and the version with hard metrics only.

Full version with sentiment data	For Windows and macOS	Hard metrics only	For Windows and macOS

More details about the DEX score

To know more about the DEX score, connect to Community to access additional content on this topic.

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* XLA is a registered trademark of Giarte Media Group B.V.