Has visibility of user experience become clouded by complexity?
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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
- 3. Time Experience Employee Expectations Harsh Reality The Experience Gap Expectation Gap
- 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
- 13. Thank you!
