Saturday, November 26, 2022

Addressing Digital Friction for Enhanced Digital Productivity

By Prangya Pandab - July 06, 2022 4 mins read

Now that remote and hybrid work models are here to stay, businesses must focus on employee well-being, regardless of where they choose to work. Emerging technologies like DEM and DEX improve the remote workforce’s end-user experience by reducing workplace stress and enabling them to operate more efficiently.

When remote working became the norm, IT teams were faced with a slew of new tasks. While business communication and video conferencing subscriptions were initially purchased as temporary fixes, they were not the only long-term solutions required to offer employees the seamless digital experience they needed to perform their jobs.

The pandemic has highlighted the importance of strengthening the digital experience business case for companies looking to boost employee satisfaction, engagement, and retention. Employees have grown accustomed to receiving immediate responses from their remote workplace apps and now expect the same from workplace technology but are often disappointed.

Digital Employee Experience 

For many businesses, the focus has been on improving customers’ digital experience through customer feedback, analytics, and other means. Enterprises are gradually widening their attention to implementing Digital Employee Experience (DEX) initiatives, especially since many have opted for hybrid working models, thanks to phenomena like the Great Resignation, which sees increased employee turnover. 

Employees can be more productive and happy if their digital employee experience is as seamless as possible. The more difficult it is for employees to access and use workplace technology, the less they can accomplish. The importance of this mindset shift for businesses introduces a whole new perspective on what an employee is. The digital employee of a company is an extension of its consumer base. It is their happiness that ensures enhanced productivity and satisfied customers. Their positive digital experience is crucial for meeting deadlines and business goals.

The IT department is out of reach for many employees who work remotely. Remote employees are placed in a queue to ensure that issues are resolved, sometimes with extremely long wait periods. Naturally, this leads to significant delays in work and, as a result, lower employee productivity. They may be unable to complete their tasks, meet customer needs, or deliverable deadlines if they spend time resolving technical challenges.

In other cases, employees in remote offices have become their own IT departments. However, being a novice IT trouble-shooter was not in these employees’ job descriptions, and no effective business leader wants to burden their workforce with tasks they aren’t trained to manage.

Also Read: Three Ways for Optimizing the Employee Experience in Hybrid Work

Why Digital Experience Monitoring is Crucial 

In an atmosphere with high expectations, businesses must reduce unnecessary digital friction in the workplace. Employees expect assistance promptly. Hurdles on the road to productivity should be dealt with, with urgency.

Tech difficulties are not personal; each IT issue employees encounter should be treated as a company issue, with the same timeliness and seriousness as if all employees were in the office.

Taking on board the biggest remote work challenges presented by employees and prioritizing them in a DEX strategy is the key to eliminating employee tech challenges. As part of this, regular Digital Experience Monitoring (DEM) detects minor issues before they become major issues. This type of thorough monitoring entails a continuous cycle of data collection that is fed into a digital experience cloud, which gathers data to make informed decisions about any emerging or existing problems.

The Future of Work and DEX

Leaders who wish to grow and succeed in this new age of work need to consider employee productivity and technological issues. What does it say about the leadership if the vast majority of the employees believe the problems they’re having can be avoided?

Businesses are currently considering DEX solutions to improve the quality of user interactions with technology in the workplace. DEX is a way to empower employees technologically.

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Prangya Pandab

Prangya Pandab is an Associate Editor with OnDot Media. She is a seasoned journalist with almost seven years of experience in the business news sector. Before joining ODM, she was a journalist with CNBC-TV18 for four years. She also had a brief stint with an infrastructure finance company working for their communications and branding vertical.

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