Digital Experience Score (classic)
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 a number of industry trends. On the one hand, the growth of anywhere/anytime work styles, the ongoing shift to the cloud, and the ever-growing number of technologies, service providers, standards and frameworks all work to enable companies to remain competitive and compliant. However, on the other hand, IT ecosystems are becoming more and more complex to manage and are subject to changes, issues and threats. This results in a degraded experience with reduced employee productivity. For IT departments, it means struggling to contain costs while managing rising day-to-day expenditures, which leaves a 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, however, when employees are asked about their perception, they give a very different story. IT departments struggle to truly understand employees and to identify how to improve their digital experience. Instead, they rely 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 these metrics with employee surveys produce very low response rates and are often ineffective.
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, for example, one region against another.
Set the basis for Xperience Level Agreements (XLA*).
Overview
Digital Employee Experience can be defined as an employee’s ability 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, Digital Experience Score provides a simple, yet an actionable way to both monitor the real experience of employees with their digital workplace and identify opportunities for improvements, with the goal of increased productivity, reduced costs, reduced attrition and reduced time to market. Digital Experience Score assesses four areas that impact the digital employee experience:
Device
Business applications
Productivity applications
Overall employee satisfaction
Digital Experience Score implements each one of these areas as a subscore:
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.
More details about the DEX score
To know more about the DEX score, connect to Community to access additional content on this topic.
* XLA is a registered trademark of Giarte Media Group B.V.
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