Closing the expectation gap

•

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The goal might be clear—improve the digital employee experience—but getting it done can be challenging amidst digital transformations and changes to the corporate IT landscape. Whenever productivity and output are negatively impacted, IT often gets the blame. Despite this, employees continue to raise their expectations of IT and expect their digital experience to “just work” all the time. Jon Cairns, VP Global Solution Consulting explains what IT departments can do to simultaneously close the digital experience expectation gap, focus on innovation, and give employees a superb digital work experience.

Technology

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
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