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IT Leaders Lack Visibility to Create a Positive Digital Employee Experience

Three-fourths (75%) of IT leaders believe they can offer a consistent end-user experience for workers both in the office and offsite, yet 84% of respondents stated that they don't have a comprehensive measurement tool to track that experience, according to a new report from Nexthink, in collaboration with Pulse, QA titled Growing Pains.


The report highlights a clear disconnect between how IT leaders are spending and the impact it has on the employee experience.

In fact, while IT teams are planning to increase their budget and spend more in 2022, 56% of respondents will only spend 1%-10% of their budgets on employee experience tools.

And research shows that unreliable IT service and equipment is playing a major role in the Great Resignation, making finding a way to track experiences valuable to overall employee retention.

To attract and retain the workforce of today, IT leaders need to find proactive ways of monitoring for digital disruptions before it impacts employee experience. To create the positive digital experiences employees expect, IT leaders need to have complete visibility across applications, systems and devices — whether at home, in the office or somewhere in between. IT leaders cannot deliver a positive digital experience without first understanding the challenges employees face and the sentiment of their experiences.

Key findings from this study demonstrate:

■ Most businesses are planning to invest more in 2022 than they did in 2021 — 50% of business leaders plan to invest "somewhat more" and an additional 2% plan on investing substantially more in 2022.

■ The majority of business leaders surveyed felt lukewarm at best about their current employee survey tool — 66% claim poor response rates is the biggest challenge they face with their current employee survey tool, while 48% report they have no one to manage the survey process.

■ Contrary to their efforts to prioritize employees' digital experience, IT leaders do not have the proper tools or process in place to track the success of these efforts — 68% of leaders we polled either don't use a Digital Employee Experience (DEX) index or they only rely on a single metric. When asked if they'll use a DEX Calculation in 2022, 36% of leaders said they're either unsure or not planning on it.

"You can't enact change if you don't understand the problem," said Yassine Zaied, Chief Strategy Officer at Nexthink. "Employees have options and have set standards for themselves that organizations will need to live up to in order to retain talent. Whether they are remote, hybrid or in the office, they expect positive digital experiences. To get there, IT teams need to take a hands-on approach to monitoring and preventing digital issues from disrupting employees from getting their work done."

Leaders and IT teams should see themselves as the architects of the new digital workplace where employees are at the center. By focusing on their experience, IT teams can also drive the customers' experience. Every software tool that is being used, every Windows update, password reset, network connection — all of it plays an important role in shaping a company's productivity, employee and customer satisfaction, and profitability.

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IT Leaders Lack Visibility to Create a Positive Digital Employee Experience

Three-fourths (75%) of IT leaders believe they can offer a consistent end-user experience for workers both in the office and offsite, yet 84% of respondents stated that they don't have a comprehensive measurement tool to track that experience, according to a new report from Nexthink, in collaboration with Pulse, QA titled Growing Pains.


The report highlights a clear disconnect between how IT leaders are spending and the impact it has on the employee experience.

In fact, while IT teams are planning to increase their budget and spend more in 2022, 56% of respondents will only spend 1%-10% of their budgets on employee experience tools.

And research shows that unreliable IT service and equipment is playing a major role in the Great Resignation, making finding a way to track experiences valuable to overall employee retention.

To attract and retain the workforce of today, IT leaders need to find proactive ways of monitoring for digital disruptions before it impacts employee experience. To create the positive digital experiences employees expect, IT leaders need to have complete visibility across applications, systems and devices — whether at home, in the office or somewhere in between. IT leaders cannot deliver a positive digital experience without first understanding the challenges employees face and the sentiment of their experiences.

Key findings from this study demonstrate:

■ Most businesses are planning to invest more in 2022 than they did in 2021 — 50% of business leaders plan to invest "somewhat more" and an additional 2% plan on investing substantially more in 2022.

■ The majority of business leaders surveyed felt lukewarm at best about their current employee survey tool — 66% claim poor response rates is the biggest challenge they face with their current employee survey tool, while 48% report they have no one to manage the survey process.

■ Contrary to their efforts to prioritize employees' digital experience, IT leaders do not have the proper tools or process in place to track the success of these efforts — 68% of leaders we polled either don't use a Digital Employee Experience (DEX) index or they only rely on a single metric. When asked if they'll use a DEX Calculation in 2022, 36% of leaders said they're either unsure or not planning on it.

"You can't enact change if you don't understand the problem," said Yassine Zaied, Chief Strategy Officer at Nexthink. "Employees have options and have set standards for themselves that organizations will need to live up to in order to retain talent. Whether they are remote, hybrid or in the office, they expect positive digital experiences. To get there, IT teams need to take a hands-on approach to monitoring and preventing digital issues from disrupting employees from getting their work done."

Leaders and IT teams should see themselves as the architects of the new digital workplace where employees are at the center. By focusing on their experience, IT teams can also drive the customers' experience. Every software tool that is being used, every Windows update, password reset, network connection — all of it plays an important role in shaping a company's productivity, employee and customer satisfaction, and profitability.

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According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

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Cloudbrink's Personal SASE services provide last-mile acceleration and reduction in latency

In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

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From growing reliance on FinOps teams to the increasing attention on artificial intelligence (AI), and software licensing, the Flexera 2025 State of the Cloud Report digs into how organizations are improving cloud spend efficiency, while tackling the complexities of emerging technologies ...