SlideShare a Scribd company logo
1 of 13
Download to read offline
Closing the
Expectation Gap
Jon Cairns
VP Solution Consulting
Nexthink
The Innovation Challenge
Innovation
& Change
Decreased
Productivity
& Satisfaction
Disrupts
& Distract
Employees
Continuous Cycle of
Change & Disruption
Time
Experience
Employee Expectations
Harsh Reality
The Experience Gap
Expectation Gap
Production of ITConsumption of IT
How have we ended up here?
The Experience Gap
Improve Benchmark
Measure
Time
Experience
Employee Expectations
Reality
Closing the
Expectation Gap
Reality
Expectation Gap
Closing the Experience Gap
Innovation
Works
1st Time Increased
Productivity
& Satisfaction
Increased
Employee
Engagement
& Adoption
Continuous Positive Cycle
How can we get there with Nexthink?
What is your start point?
What is your roadmap for improvement?
How do you measure success?
Digital Experience Score
Digital Employee Experience
Platform
Score
Journey to Success
Improve using
automation, employee
engagement & integration
3
Measure the Digital
Experience Score
constantly
1
Benchmark against your
peers and internally
2
Employee Satisfaction score
User sentiment
Business service score
Hard
metrics
User
sentiment
Device score
Hard
metrics
User
sentiment
Productivity & collaboration score
Web browsing score
Hard
metrics
User
sentiment
Security score
Hard
metrics
User
sentiment
Hard
metrics
User
sentiment
Step Measure1
Step Benchmark2
External
Logon duration | Average: 37.2s
Time needed to log on operating system
System free space | Average: 204GB
Available free space on the system drive
Outlook
Connectivity | Average: 94.5%
Percentage of successful TCP connections
Crashes
Number of Outlook crashes / week
Internal
Step Improve
Digital Employee Experience
Workplace Automation
Digital Experience Score
Employee Engagement
Integration into ITSM and Ops Tools and Processes
3
Score
Act
Engage
Integrate
Platform
Our Digital Experience Score
has increased from 6.7 to 7.2
—a 7% improvement!
Management Focus is Here
Operational priorities flow from this
93%
MS Teams adoption
-1 min
Windows 10 logon duration
-98%
IE crashes
+132%
Network connectivity
-16%
Network response time
-83%
Adobe crashes
+37%
Skype connectivity
DEX Score Becomes Your Guiding Star to close the Experience Gap
Thank you!

More Related Content

What's hot

Has visibility of user experience become clouded by complexity?
Has visibility of user experience become clouded by complexity?Has visibility of user experience become clouded by complexity?
Has visibility of user experience become clouded by complexity?nexthink
 
What’s your score? Using XLAs to quantify service experience
What’s your score? Using XLAs to quantify service experienceWhat’s your score? Using XLAs to quantify service experience
What’s your score? Using XLAs to quantify service experiencenexthink
 
Fragile to agile in 24 months: Doing "IT" differently at the NHS
Fragile to agile in 24 months: Doing "IT" differently at the NHSFragile to agile in 24 months: Doing "IT" differently at the NHS
Fragile to agile in 24 months: Doing "IT" differently at the NHSnexthink
 
From SLAs to XLAs | Shift to pro-active service delivery
From SLAs to XLAs | Shift to pro-active service deliveryFrom SLAs to XLAs | Shift to pro-active service delivery
From SLAs to XLAs | Shift to pro-active service deliverynexthink
 
IDC overviews latest digital workplace research and insights
IDC overviews latest digital workplace research and insightsIDC overviews latest digital workplace research and insights
IDC overviews latest digital workplace research and insightsnexthink
 
Three million users and counting: Managing digital employee experience
Three million users and counting: Managing digital employee experienceThree million users and counting: Managing digital employee experience
Three million users and counting: Managing digital employee experiencenexthink
 
How to improve life on the Service Desk?
How to improve life on the Service Desk? How to improve life on the Service Desk?
How to improve life on the Service Desk? Freshservice
 
The Evolution of the Ultimate Digital Employee Experience Platform
The Evolution of the Ultimate Digital Employee Experience PlatformThe Evolution of the Ultimate Digital Employee Experience Platform
The Evolution of the Ultimate Digital Employee Experience Platformnexthink
 
Alan Nance: The Battle for Relevance
Alan Nance: The Battle for RelevanceAlan Nance: The Battle for Relevance
Alan Nance: The Battle for RelevanceitSMF UK
 
Shadow IT - What is it, why it happens and how to resolve
Shadow IT - What is it, why it happens and how to resolveShadow IT - What is it, why it happens and how to resolve
Shadow IT - What is it, why it happens and how to resolveFreshservice
 
6 Insights from HDI Conference - #HDIconf
6 Insights from HDI Conference - #HDIconf6 Insights from HDI Conference - #HDIconf
6 Insights from HDI Conference - #HDIconfFreshservice
 
Flexible and Secure Workspaces for the Modern Enterprise
Flexible and Secure Workspaces for the Modern EnterpriseFlexible and Secure Workspaces for the Modern Enterprise
Flexible and Secure Workspaces for the Modern EnterpriseRES
 
Accenture - Process Led Transformation - ProcessForum Nordic, Nov.14 2013
Accenture - Process Led Transformation - ProcessForum Nordic, Nov.14 2013Accenture - Process Led Transformation - ProcessForum Nordic, Nov.14 2013
Accenture - Process Led Transformation - ProcessForum Nordic, Nov.14 2013Software AG
 
Are Your IT Professionals Fire-Fighting When They Should Be Innovating
Are Your IT Professionals Fire-Fighting When They Should Be InnovatingAre Your IT Professionals Fire-Fighting When They Should Be Innovating
Are Your IT Professionals Fire-Fighting When They Should Be InnovatingRES
 
User Experience (UX) and Digital Transformation : The Why, What, and How
User Experience (UX) and Digital Transformation : The Why, What, and HowUser Experience (UX) and Digital Transformation : The Why, What, and How
User Experience (UX) and Digital Transformation : The Why, What, and HowNUS-ISS
 
Talent Acquisition and Development in the New Normal
Talent Acquisition and Development in the New NormalTalent Acquisition and Development in the New Normal
Talent Acquisition and Development in the New NormalNUS-ISS
 
Conquer the Barriers to Self-Service Adoption
Conquer the Barriers to Self-Service AdoptionConquer the Barriers to Self-Service Adoption
Conquer the Barriers to Self-Service AdoptionRES
 
PagerDuty: Optimizing Incident Response to Deliver Amazing Digital Experiences
PagerDuty: Optimizing Incident Response to Deliver Amazing Digital ExperiencesPagerDuty: Optimizing Incident Response to Deliver Amazing Digital Experiences
PagerDuty: Optimizing Incident Response to Deliver Amazing Digital ExperiencesPagerDuty
 
The Anatomy of XLA: eXperience Level Agreements
The Anatomy of XLA: eXperience Level AgreementsThe Anatomy of XLA: eXperience Level Agreements
The Anatomy of XLA: eXperience Level AgreementsITSM Academy, Inc.
 
GO XLA: The XLA Steppingstones
GO XLA: The XLA SteppingstonesGO XLA: The XLA Steppingstones
GO XLA: The XLA SteppingstonesMarco Gianotten
 

What's hot (20)

Has visibility of user experience become clouded by complexity?
Has visibility of user experience become clouded by complexity?Has visibility of user experience become clouded by complexity?
Has visibility of user experience become clouded by complexity?
 
What’s your score? Using XLAs to quantify service experience
What’s your score? Using XLAs to quantify service experienceWhat’s your score? Using XLAs to quantify service experience
What’s your score? Using XLAs to quantify service experience
 
Fragile to agile in 24 months: Doing "IT" differently at the NHS
Fragile to agile in 24 months: Doing "IT" differently at the NHSFragile to agile in 24 months: Doing "IT" differently at the NHS
Fragile to agile in 24 months: Doing "IT" differently at the NHS
 
From SLAs to XLAs | Shift to pro-active service delivery
From SLAs to XLAs | Shift to pro-active service deliveryFrom SLAs to XLAs | Shift to pro-active service delivery
From SLAs to XLAs | Shift to pro-active service delivery
 
IDC overviews latest digital workplace research and insights
IDC overviews latest digital workplace research and insightsIDC overviews latest digital workplace research and insights
IDC overviews latest digital workplace research and insights
 
Three million users and counting: Managing digital employee experience
Three million users and counting: Managing digital employee experienceThree million users and counting: Managing digital employee experience
Three million users and counting: Managing digital employee experience
 
How to improve life on the Service Desk?
How to improve life on the Service Desk? How to improve life on the Service Desk?
How to improve life on the Service Desk?
 
The Evolution of the Ultimate Digital Employee Experience Platform
The Evolution of the Ultimate Digital Employee Experience PlatformThe Evolution of the Ultimate Digital Employee Experience Platform
The Evolution of the Ultimate Digital Employee Experience Platform
 
Alan Nance: The Battle for Relevance
Alan Nance: The Battle for RelevanceAlan Nance: The Battle for Relevance
Alan Nance: The Battle for Relevance
 
Shadow IT - What is it, why it happens and how to resolve
Shadow IT - What is it, why it happens and how to resolveShadow IT - What is it, why it happens and how to resolve
Shadow IT - What is it, why it happens and how to resolve
 
6 Insights from HDI Conference - #HDIconf
6 Insights from HDI Conference - #HDIconf6 Insights from HDI Conference - #HDIconf
6 Insights from HDI Conference - #HDIconf
 
Flexible and Secure Workspaces for the Modern Enterprise
Flexible and Secure Workspaces for the Modern EnterpriseFlexible and Secure Workspaces for the Modern Enterprise
Flexible and Secure Workspaces for the Modern Enterprise
 
Accenture - Process Led Transformation - ProcessForum Nordic, Nov.14 2013
Accenture - Process Led Transformation - ProcessForum Nordic, Nov.14 2013Accenture - Process Led Transformation - ProcessForum Nordic, Nov.14 2013
Accenture - Process Led Transformation - ProcessForum Nordic, Nov.14 2013
 
Are Your IT Professionals Fire-Fighting When They Should Be Innovating
Are Your IT Professionals Fire-Fighting When They Should Be InnovatingAre Your IT Professionals Fire-Fighting When They Should Be Innovating
Are Your IT Professionals Fire-Fighting When They Should Be Innovating
 
User Experience (UX) and Digital Transformation : The Why, What, and How
User Experience (UX) and Digital Transformation : The Why, What, and HowUser Experience (UX) and Digital Transformation : The Why, What, and How
User Experience (UX) and Digital Transformation : The Why, What, and How
 
Talent Acquisition and Development in the New Normal
Talent Acquisition and Development in the New NormalTalent Acquisition and Development in the New Normal
Talent Acquisition and Development in the New Normal
 
Conquer the Barriers to Self-Service Adoption
Conquer the Barriers to Self-Service AdoptionConquer the Barriers to Self-Service Adoption
Conquer the Barriers to Self-Service Adoption
 
PagerDuty: Optimizing Incident Response to Deliver Amazing Digital Experiences
PagerDuty: Optimizing Incident Response to Deliver Amazing Digital ExperiencesPagerDuty: Optimizing Incident Response to Deliver Amazing Digital Experiences
PagerDuty: Optimizing Incident Response to Deliver Amazing Digital Experiences
 
The Anatomy of XLA: eXperience Level Agreements
The Anatomy of XLA: eXperience Level AgreementsThe Anatomy of XLA: eXperience Level Agreements
The Anatomy of XLA: eXperience Level Agreements
 
GO XLA: The XLA Steppingstones
GO XLA: The XLA SteppingstonesGO XLA: The XLA Steppingstones
GO XLA: The XLA Steppingstones
 

Similar to Closing the expectation gap

Software Metrics: Taking the Guesswork Out of Software Projects
Software Metrics: Taking the Guesswork Out of Software ProjectsSoftware Metrics: Taking the Guesswork Out of Software Projects
Software Metrics: Taking the Guesswork Out of Software ProjectsTechWell
 
Best Practices for the Service Cloud
Best Practices for the Service CloudBest Practices for the Service Cloud
Best Practices for the Service CloudRoss Bauer
 
20 Minutes on Desktop Analytics: Top Uses in the Contact Center
20 Minutes on Desktop Analytics:  Top Uses in the Contact Center 20 Minutes on Desktop Analytics:  Top Uses in the Contact Center
20 Minutes on Desktop Analytics: Top Uses in the Contact Center Cicero, Inc.
 
DHUG 2017 - Understanding ROI Just Enough to Get Your Project Funded
DHUG 2017 - Understanding ROI Just Enough to Get Your Project FundedDHUG 2017 - Understanding ROI Just Enough to Get Your Project Funded
DHUG 2017 - Understanding ROI Just Enough to Get Your Project FundedAccess Innovations, Inc.
 
Webinar Evolving Monitoring & Customer Experience
Webinar Evolving Monitoring & Customer ExperienceWebinar Evolving Monitoring & Customer Experience
Webinar Evolving Monitoring & Customer ExperienceDynatrace
 
Advanced Value Measurement for Community Programs
Advanced Value Measurement for Community ProgramsAdvanced Value Measurement for Community Programs
Advanced Value Measurement for Community ProgramsClaire Flanagan, MBA
 
Jason uyderv pmi 2 16 12
Jason uyderv pmi 2 16 12Jason uyderv pmi 2 16 12
Jason uyderv pmi 2 16 12Jason Uyder
 
USAN and Forrester Research: How and Why to Build a Healthy Customer Experien...
USAN and Forrester Research: How and Why to Build a Healthy Customer Experien...USAN and Forrester Research: How and Why to Build a Healthy Customer Experien...
USAN and Forrester Research: How and Why to Build a Healthy Customer Experien...USAN
 
Zero Defect Initiative - Quality Index Generator
Zero Defect Initiative - Quality Index GeneratorZero Defect Initiative - Quality Index Generator
Zero Defect Initiative - Quality Index GeneratorQuEST Forum
 
Six sigma it_service_delivery
Six sigma it_service_deliverySix sigma it_service_delivery
Six sigma it_service_deliveryStephen Hightower
 
Actionable Insights through Innovative Talent Assessment – How Big Data is Ch...
Actionable Insights through Innovative Talent Assessment – How Big Data is Ch...Actionable Insights through Innovative Talent Assessment – How Big Data is Ch...
Actionable Insights through Innovative Talent Assessment – How Big Data is Ch...TALiNT Partners
 
Seven steps to successful videoconferencing By Dr. S. Ann Earon
Seven steps to successful videoconferencing By Dr. S. Ann EaronSeven steps to successful videoconferencing By Dr. S. Ann Earon
Seven steps to successful videoconferencing By Dr. S. Ann Earonguest14baeca
 
Baby Steps To Agility
Baby Steps To AgilityBaby Steps To Agility
Baby Steps To AgilityNaresh Jain
 
jbptunikompp-gdl-sintyasuka-19565-8-pert8.ppt
jbptunikompp-gdl-sintyasuka-19565-8-pert8.pptjbptunikompp-gdl-sintyasuka-19565-8-pert8.ppt
jbptunikompp-gdl-sintyasuka-19565-8-pert8.pptLunaAnindyaHerlinaPu
 
Daniel Breston - DevOps metrics that matter
Daniel Breston - DevOps metrics that matterDaniel Breston - DevOps metrics that matter
Daniel Breston - DevOps metrics that matteritSMF UK
 
First 30 days of Your CRO Program
First 30 days of Your CRO ProgramFirst 30 days of Your CRO Program
First 30 days of Your CRO ProgramVWO
 
Jeff Sing - Quarterly Service Delivery Reviews.pdf
Jeff Sing - Quarterly Service Delivery Reviews.pdfJeff Sing - Quarterly Service Delivery Reviews.pdf
Jeff Sing - Quarterly Service Delivery Reviews.pdfQA or the Highway
 

Similar to Closing the expectation gap (20)

Software Metrics: Taking the Guesswork Out of Software Projects
Software Metrics: Taking the Guesswork Out of Software ProjectsSoftware Metrics: Taking the Guesswork Out of Software Projects
Software Metrics: Taking the Guesswork Out of Software Projects
 
Best Practices for the Service Cloud
Best Practices for the Service CloudBest Practices for the Service Cloud
Best Practices for the Service Cloud
 
20 Minutes on Desktop Analytics: Top Uses in the Contact Center
20 Minutes on Desktop Analytics:  Top Uses in the Contact Center 20 Minutes on Desktop Analytics:  Top Uses in the Contact Center
20 Minutes on Desktop Analytics: Top Uses in the Contact Center
 
DHUG 2017 - Understanding ROI Just Enough to Get Your Project Funded
DHUG 2017 - Understanding ROI Just Enough to Get Your Project FundedDHUG 2017 - Understanding ROI Just Enough to Get Your Project Funded
DHUG 2017 - Understanding ROI Just Enough to Get Your Project Funded
 
Webinar Evolving Monitoring & Customer Experience
Webinar Evolving Monitoring & Customer ExperienceWebinar Evolving Monitoring & Customer Experience
Webinar Evolving Monitoring & Customer Experience
 
Advanced Value Measurement for Community Programs
Advanced Value Measurement for Community ProgramsAdvanced Value Measurement for Community Programs
Advanced Value Measurement for Community Programs
 
Jason uyderv pmi 2 16 12
Jason uyderv pmi 2 16 12Jason uyderv pmi 2 16 12
Jason uyderv pmi 2 16 12
 
USAN and Forrester Research: How and Why to Build a Healthy Customer Experien...
USAN and Forrester Research: How and Why to Build a Healthy Customer Experien...USAN and Forrester Research: How and Why to Build a Healthy Customer Experien...
USAN and Forrester Research: How and Why to Build a Healthy Customer Experien...
 
Zero Defect Initiative - Quality Index Generator
Zero Defect Initiative - Quality Index GeneratorZero Defect Initiative - Quality Index Generator
Zero Defect Initiative - Quality Index Generator
 
Six sigma it_service_delivery
Six sigma it_service_deliverySix sigma it_service_delivery
Six sigma it_service_delivery
 
Actionable Insights through Innovative Talent Assessment – How Big Data is Ch...
Actionable Insights through Innovative Talent Assessment – How Big Data is Ch...Actionable Insights through Innovative Talent Assessment – How Big Data is Ch...
Actionable Insights through Innovative Talent Assessment – How Big Data is Ch...
 
Seven steps to successful videoconferencing By Dr. S. Ann Earon
Seven steps to successful videoconferencing By Dr. S. Ann EaronSeven steps to successful videoconferencing By Dr. S. Ann Earon
Seven steps to successful videoconferencing By Dr. S. Ann Earon
 
Baby Steps To Agility
Baby Steps To AgilityBaby Steps To Agility
Baby Steps To Agility
 
Future audit analytics
Future audit analyticsFuture audit analytics
Future audit analytics
 
jbptunikompp-gdl-sintyasuka-19565-8-pert8.ppt
jbptunikompp-gdl-sintyasuka-19565-8-pert8.pptjbptunikompp-gdl-sintyasuka-19565-8-pert8.ppt
jbptunikompp-gdl-sintyasuka-19565-8-pert8.ppt
 
Daniel Breston - DevOps metrics that matter
Daniel Breston - DevOps metrics that matterDaniel Breston - DevOps metrics that matter
Daniel Breston - DevOps metrics that matter
 
The Future Of Testing Is In The Business From AppLabs
The Future Of Testing Is In The Business From AppLabsThe Future Of Testing Is In The Business From AppLabs
The Future Of Testing Is In The Business From AppLabs
 
Sitecore Partner Sales Enablement
Sitecore Partner Sales EnablementSitecore Partner Sales Enablement
Sitecore Partner Sales Enablement
 
First 30 days of Your CRO Program
First 30 days of Your CRO ProgramFirst 30 days of Your CRO Program
First 30 days of Your CRO Program
 
Jeff Sing - Quarterly Service Delivery Reviews.pdf
Jeff Sing - Quarterly Service Delivery Reviews.pdfJeff Sing - Quarterly Service Delivery Reviews.pdf
Jeff Sing - Quarterly Service Delivery Reviews.pdf
 

Recently uploaded

Potential of AI (Generative AI) in Business: Learnings and Insights
Potential of AI (Generative AI) in Business: Learnings and InsightsPotential of AI (Generative AI) in Business: Learnings and Insights
Potential of AI (Generative AI) in Business: Learnings and InsightsRavi Sanghani
 
Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...
Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...
Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...Jeffrey Haguewood
 
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24Mark Goldstein
 
Top 10 Hubspot Development Companies in 2024
Top 10 Hubspot Development Companies in 2024Top 10 Hubspot Development Companies in 2024
Top 10 Hubspot Development Companies in 2024TopCSSGallery
 
Digital Tools & AI in Career Development
Digital Tools & AI in Career DevelopmentDigital Tools & AI in Career Development
Digital Tools & AI in Career DevelopmentMahmoud Rabie
 
Irene Moetsana-Moeng: Stakeholders in Cybersecurity: Collaborative Defence fo...
Irene Moetsana-Moeng: Stakeholders in Cybersecurity: Collaborative Defence fo...Irene Moetsana-Moeng: Stakeholders in Cybersecurity: Collaborative Defence fo...
Irene Moetsana-Moeng: Stakeholders in Cybersecurity: Collaborative Defence fo...itnewsafrica
 
Design pattern talk by Kaya Weers - 2024 (v2)
Design pattern talk by Kaya Weers - 2024 (v2)Design pattern talk by Kaya Weers - 2024 (v2)
Design pattern talk by Kaya Weers - 2024 (v2)Kaya Weers
 
React Native vs Ionic - The Best Mobile App Framework
React Native vs Ionic - The Best Mobile App FrameworkReact Native vs Ionic - The Best Mobile App Framework
React Native vs Ionic - The Best Mobile App FrameworkPixlogix Infotech
 
4. Cobus Valentine- Cybersecurity Threats and Solutions for the Public Sector
4. Cobus Valentine- Cybersecurity Threats and Solutions for the Public Sector4. Cobus Valentine- Cybersecurity Threats and Solutions for the Public Sector
4. Cobus Valentine- Cybersecurity Threats and Solutions for the Public Sectoritnewsafrica
 
Generative Artificial Intelligence: How generative AI works.pdf
Generative Artificial Intelligence: How generative AI works.pdfGenerative Artificial Intelligence: How generative AI works.pdf
Generative Artificial Intelligence: How generative AI works.pdfIngrid Airi González
 
Genislab builds better products and faster go-to-market with Lean project man...
Genislab builds better products and faster go-to-market with Lean project man...Genislab builds better products and faster go-to-market with Lean project man...
Genislab builds better products and faster go-to-market with Lean project man...Farhan Tariq
 
Zeshan Sattar- Assessing the skill requirements and industry expectations for...
Zeshan Sattar- Assessing the skill requirements and industry expectations for...Zeshan Sattar- Assessing the skill requirements and industry expectations for...
Zeshan Sattar- Assessing the skill requirements and industry expectations for...itnewsafrica
 
Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...
Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...
Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...BookNet Canada
 
Connecting the Dots for Information Discovery.pdf
Connecting the Dots for Information Discovery.pdfConnecting the Dots for Information Discovery.pdf
Connecting the Dots for Information Discovery.pdfNeo4j
 
Kuma Meshes Part I - The basics - A tutorial
Kuma Meshes Part I - The basics - A tutorialKuma Meshes Part I - The basics - A tutorial
Kuma Meshes Part I - The basics - A tutorialJoão Esperancinha
 
Time Series Foundation Models - current state and future directions
Time Series Foundation Models - current state and future directionsTime Series Foundation Models - current state and future directions
Time Series Foundation Models - current state and future directionsNathaniel Shimoni
 
A Glance At The Java Performance Toolbox
A Glance At The Java Performance ToolboxA Glance At The Java Performance Toolbox
A Glance At The Java Performance ToolboxAna-Maria Mihalceanu
 
So einfach geht modernes Roaming fuer Notes und Nomad.pdf
So einfach geht modernes Roaming fuer Notes und Nomad.pdfSo einfach geht modernes Roaming fuer Notes und Nomad.pdf
So einfach geht modernes Roaming fuer Notes und Nomad.pdfpanagenda
 
Microservices, Docker deploy and Microservices source code in C#
Microservices, Docker deploy and Microservices source code in C#Microservices, Docker deploy and Microservices source code in C#
Microservices, Docker deploy and Microservices source code in C#Karmanjay Verma
 
Modern Roaming for Notes and Nomad – Cheaper Faster Better Stronger
Modern Roaming for Notes and Nomad – Cheaper Faster Better StrongerModern Roaming for Notes and Nomad – Cheaper Faster Better Stronger
Modern Roaming for Notes and Nomad – Cheaper Faster Better Strongerpanagenda
 

Recently uploaded (20)

Potential of AI (Generative AI) in Business: Learnings and Insights
Potential of AI (Generative AI) in Business: Learnings and InsightsPotential of AI (Generative AI) in Business: Learnings and Insights
Potential of AI (Generative AI) in Business: Learnings and Insights
 
Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...
Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...
Email Marketing Automation for Bonterra Impact Management (fka Social Solutio...
 
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
 
Top 10 Hubspot Development Companies in 2024
Top 10 Hubspot Development Companies in 2024Top 10 Hubspot Development Companies in 2024
Top 10 Hubspot Development Companies in 2024
 
Digital Tools & AI in Career Development
Digital Tools & AI in Career DevelopmentDigital Tools & AI in Career Development
Digital Tools & AI in Career Development
 
Irene Moetsana-Moeng: Stakeholders in Cybersecurity: Collaborative Defence fo...
Irene Moetsana-Moeng: Stakeholders in Cybersecurity: Collaborative Defence fo...Irene Moetsana-Moeng: Stakeholders in Cybersecurity: Collaborative Defence fo...
Irene Moetsana-Moeng: Stakeholders in Cybersecurity: Collaborative Defence fo...
 
Design pattern talk by Kaya Weers - 2024 (v2)
Design pattern talk by Kaya Weers - 2024 (v2)Design pattern talk by Kaya Weers - 2024 (v2)
Design pattern talk by Kaya Weers - 2024 (v2)
 
React Native vs Ionic - The Best Mobile App Framework
React Native vs Ionic - The Best Mobile App FrameworkReact Native vs Ionic - The Best Mobile App Framework
React Native vs Ionic - The Best Mobile App Framework
 
4. Cobus Valentine- Cybersecurity Threats and Solutions for the Public Sector
4. Cobus Valentine- Cybersecurity Threats and Solutions for the Public Sector4. Cobus Valentine- Cybersecurity Threats and Solutions for the Public Sector
4. Cobus Valentine- Cybersecurity Threats and Solutions for the Public Sector
 
Generative Artificial Intelligence: How generative AI works.pdf
Generative Artificial Intelligence: How generative AI works.pdfGenerative Artificial Intelligence: How generative AI works.pdf
Generative Artificial Intelligence: How generative AI works.pdf
 
Genislab builds better products and faster go-to-market with Lean project man...
Genislab builds better products and faster go-to-market with Lean project man...Genislab builds better products and faster go-to-market with Lean project man...
Genislab builds better products and faster go-to-market with Lean project man...
 
Zeshan Sattar- Assessing the skill requirements and industry expectations for...
Zeshan Sattar- Assessing the skill requirements and industry expectations for...Zeshan Sattar- Assessing the skill requirements and industry expectations for...
Zeshan Sattar- Assessing the skill requirements and industry expectations for...
 
Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...
Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...
Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...
 
Connecting the Dots for Information Discovery.pdf
Connecting the Dots for Information Discovery.pdfConnecting the Dots for Information Discovery.pdf
Connecting the Dots for Information Discovery.pdf
 
Kuma Meshes Part I - The basics - A tutorial
Kuma Meshes Part I - The basics - A tutorialKuma Meshes Part I - The basics - A tutorial
Kuma Meshes Part I - The basics - A tutorial
 
Time Series Foundation Models - current state and future directions
Time Series Foundation Models - current state and future directionsTime Series Foundation Models - current state and future directions
Time Series Foundation Models - current state and future directions
 
A Glance At The Java Performance Toolbox
A Glance At The Java Performance ToolboxA Glance At The Java Performance Toolbox
A Glance At The Java Performance Toolbox
 
So einfach geht modernes Roaming fuer Notes und Nomad.pdf
So einfach geht modernes Roaming fuer Notes und Nomad.pdfSo einfach geht modernes Roaming fuer Notes und Nomad.pdf
So einfach geht modernes Roaming fuer Notes und Nomad.pdf
 
Microservices, Docker deploy and Microservices source code in C#
Microservices, Docker deploy and Microservices source code in C#Microservices, Docker deploy and Microservices source code in C#
Microservices, Docker deploy and Microservices source code in C#
 
Modern Roaming for Notes and Nomad – Cheaper Faster Better Stronger
Modern Roaming for Notes and Nomad – Cheaper Faster Better StrongerModern Roaming for Notes and Nomad – Cheaper Faster Better Stronger
Modern Roaming for Notes and Nomad – Cheaper Faster Better Stronger
 

Closing the expectation gap

  • 1. Closing the Expectation Gap Jon Cairns VP Solution Consulting Nexthink
  • 2. The Innovation Challenge Innovation & Change Decreased Productivity & Satisfaction Disrupts & Distract Employees Continuous Cycle of Change & Disruption
  • 4. Production of ITConsumption of IT How have we ended up here?
  • 5. The Experience Gap Improve Benchmark Measure Time Experience Employee Expectations Reality Closing the Expectation Gap Reality Expectation Gap
  • 6. Closing the Experience Gap Innovation Works 1st Time Increased Productivity & Satisfaction Increased Employee Engagement & Adoption Continuous Positive Cycle
  • 7. How can we get there with Nexthink? What is your start point? What is your roadmap for improvement? How do you measure success? Digital Experience Score Digital Employee Experience Platform Score
  • 8. Journey to Success Improve using automation, employee engagement & integration 3 Measure the Digital Experience Score constantly 1 Benchmark against your peers and internally 2
  • 9. Employee Satisfaction score User sentiment Business service score Hard metrics User sentiment Device score Hard metrics User sentiment Productivity & collaboration score Web browsing score Hard metrics User sentiment Security score Hard metrics User sentiment Hard metrics User sentiment Step Measure1
  • 10. Step Benchmark2 External Logon duration | Average: 37.2s Time needed to log on operating system System free space | Average: 204GB Available free space on the system drive Outlook Connectivity | Average: 94.5% Percentage of successful TCP connections Crashes Number of Outlook crashes / week Internal
  • 11. Step Improve Digital Employee Experience Workplace Automation Digital Experience Score Employee Engagement Integration into ITSM and Ops Tools and Processes 3 Score Act Engage Integrate Platform
  • 12. Our Digital Experience Score has increased from 6.7 to 7.2 —a 7% improvement! Management Focus is Here Operational priorities flow from this 93% MS Teams adoption -1 min Windows 10 logon duration -98% IE crashes +132% Network connectivity -16% Network response time -83% Adobe crashes +37% Skype connectivity DEX Score Becomes Your Guiding Star to close the Experience Gap