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Closing the expectation gap
Jon Cairns discusses the importance of closing the expectation gap in employee digital experiences, highlighting that decreased productivity and satisfaction arise from a continuous cycle of disruption. He emphasizes the need for organizations to benchmark and improve their digital experience scores by focusing on employee engagement, automation, and integration of IT processes. Cairns presents successful metrics showing a 7% increase in digital experience scores and advocates for prioritizing management focus to enhance employee satisfaction and productivity.
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Closing the expectation gap
- 1. Closing the Expectation Gap JonCairns 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 TheExperience Gap Expectation Gap
- 4. Production of ITConsumptionof IT How have we ended up here?
- 5. The Experience Gap ImproveBenchmark Measure Time Experience Employee Expectations Reality Closing the Expectation Gap Reality Expectation Gap
- 6. Closing the ExperienceGap Innovation Works 1st Time Increased Productivity & Satisfaction Increased Employee Engagement & Adoption Continuous Positive Cycle
- 7. How can weget 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 Improveusing automation, employee engagement & integration 3 Measure the Digital Experience Score constantly 1 Benchmark against your peers and internally 2
- 9. Employee Satisfaction score Usersentiment 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 EmployeeExperience Workplace Automation Digital Experience Score Employee Engagement Integration into ITSM and Ops Tools and Processes 3 Score Act Engage Integrate Platform
- 12. Our Digital ExperienceScore 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.