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James McMahon
Head of Digital Workplace
ATOS
Three Million Users and Counting:
Managing Digital Employee Experience
110,000 employees
€11bn revenue
Digital workplace is a strategic offering
Leader in digital workplace services
Supporting > 3m users worldwide
MSP partner with Nexthink > 500k devices
Introduction
The context
User perception = reality…
Traditional SLAs are meaningless…
Reactive, not proactive or predictive…
Support teams are blind
Decisions are made without data…
Automation can be hard to do at scale!
“85% of employees
worldwide are disengaged
and/or unhappy at work.”
(Gallup)
The digital workplace scope
Employee
Engagement
Purpose&Meaning
Employee
Experience
Organisation
Success
Performance &
Profitability
Customer &
Employee
Satisfaction
Corporate image
Places
People
Platforms
Six recommendations to manage
digital employee experience
1. Embrace a new approach:
it’s a mindset shift…
2. Start measuring,
and implement
XLAs
3. Fully Integrate
Nexthink
Channels + bots
Data Science
XLA
Automation
4. Delivery
(re)organisation
5. Report outcomes,
moments & stories
Min. €1.5m a year
potential savings avoiding
lost productivity due to IT.
Saving 1,000 hours a
month troubleshooting &
non-productive time.
(10 min. per case)
60% response rate to
in service realtime
ratings.
Potential >€1m a
year license use
saving and
optimisation.
€0.2m a month
savings in power.
Potential €0.5m a
month savings in
underused devices.
25% increase in DEX
scores in <6 months.
6. Involve procurement
early …
The bigger picture…
Employee
Wellbeing
Customer
Satisfaction
Digital
Inclusion
Digital
Workplace
What does Good GREAT look like for our customers?
Nexthink fully deployed on all devices
A delivery organisation shaped around experience
Joint buy-in, with shared pain and success
Perception = Reality!
Thank you

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