Xanadu Release Highlights |  Digital Employee Experience
By: Phil Woldeghiorghis

What is Digital Employee Experience

Digital Employee Experience (DEX) refers to the entirety of all digital interactions, tools, platforms, and technologies that employees engage with during their time at an organization. Just as customer experience (CX) is crucial for businesses to retain clientele, DEX enhances this by retaining and nurturing a satisfied, productive, and engaged workforce.

Why is Digital Employee Experience Important?

With digital tools becoming an integral part of daily operations, DEX has become more important than ever. Employees now heavily depend on digital tools for their day-to-day tasks, especially in areas such as communication and data analysis, making the efficiency and usability of these tools paramount. The quality of customer service and overall organizational performance directly hinges on the seamless functioning of internal systems. A glitch or slowdown in these systems can lead to service disruptions, which directly affects customer satisfaction and the company’s bottom line.

Benefits of Digital Employee Experience

By empowering employees through technology, organizations demonstrate their commitment to providing the tools needed for efficient work, resulting in:

• Increased job satisfaction.
• Higher employee retention rate and reduced turnover rates due to increased employee engagement.
•  Improved open communication and interaction amongst team members, regardless of physical location.
• Increase in shared feedback, exchanged ideas, and collaboration, creating a sense of belonging and purpose amongst employees.
• Less time spent troubleshooting and enhanced overall efficiency.
•  User-friendly interfaces and efficient workflows that inspire confidence and competence, contributing to a higher quality of output and more positive work experience.
•  Increase in the deflection incidents and downtime by ensuring that employees have reliable access to the digital resources they need.
• Opportunities for learning and development, enriching employees’ skill sets and keeping them engaged.
•  Esurance that remote and hybrid workers have equal access to technology support, communication, collaboration tools, and relevant information, thus fostering a sense of inclusion and teamwork that transcends geographical boundaries.

How Can Digital Employee Experience be Utilized in your Organization?

Engaging with your employees to understand their technology experiences, gathering feedback on IT services, and translating these insights into actionable improvements is key to creating an environment where technology empowers and supports your workforce effectively. Some tangible examples that can inspire improvements within your organization include:

• Seamless Single Sign-On: Some companies implement a single sign-on system that eliminates the hassle of logging in to various platforms separately. This unified access experience streamlines employees’ interactions with digital tools, making their work more efficient and reducing the frustration of managing multiple credentials.
• Self Service Tools: Employee self-service tools significantly enhance the digital employee experience by empowering individuals with autonomy, convenience, and efficiency in managing many workplace-related tasks and functions. With self-service tools, employees gain immediate access to essential information, proven solutions, and more, allowing them to swiftly identify, diagnose, and resolve their own IT issues.
• Employee Feedback Tool: A frontline feedback tool empowers employees to submit suggestions and vote on features they would like to see in digital tools. This interactive platform not only gathers valuable insights but also makes employees feel heard and engaged in shaping the digital tools they use daily.

Digital Employee Experience Supporting Capabilities

Digital End-User Experience drives additional positive outcomes when paired with other ServiceNow products:

• IT Service and Operations Management:
  • Workflows, playbooks, and workspaces help to efficiently resolve incidents.
  • Correlate end-user and infrastructure alerts to evaluate impact and cause.
• AI Powered Services:
  • Engage employees with virtual agents to simplify self-service 24/7.
• App and Asset Management:
  • Enrich inventory with health and usage data from end-user devices, installed apps, and SaaS apps.
• Compliance:
  • Provide asset data for Environmental, Social, and Governance

Sources from ServiceNow

• Knowledge 24
• ServiceNow Public Content – DEX