Operations | Monitoring | ITSM | DevOps | Cloud

Over the past few years, Digital Employee Experience (DEX) has moved from emerging concept to essential capability for modern IT organizations. The conversation has changed. IT is no longer measured only by system uptime or ticket resolution. Today, success is defined by how technology actually performs for employees — and how consistently organizations can deliver productive, friction-free digital work.

Why digital experience is now a regulatory priority In regulated industries like financial services, even minor technology friction can quickly become a regulatory risk. Gaps in visibility, slow systems, and inconsistent performance can trigger audit findings, SLA breaches, and increased compliance scrutiny.

Most IT leaders agree on one thing: digital employee experience matters. What is less clear is how to operationalize it in ways that deliver measurable business outcomes. Many organizations invest in tools and dashboards, launch experience initiatives, and even measure sentiment. But without an operational model that connects employee experience to core business objectives, IT teams often stay stuck in reactive support. DEXOps changes that.

Enterprises have never had more access to artificial intelligence and less certainty about what it is delivering. Generative AI tools now sit inside everyday workflows, embedded across productivity software and operational systems employees rely on for critical work. They generate insight at scale, reveal patterns more clearly than before, and offer earlier visibility into potential risk.

For decades, IT operations have been built around incidents, SLAs, and ticket closure rates. Success has been defined by how quickly tickets are resolved and whether service levels are met. But the modern digital workplace has changed. Employee productivity, digital adoption, collaboration quality, and business performance depend on far more than ticket metrics. A device that “works” but performs poorly still erodes productivity.

A single disengaged employee can cost an organization approximately $2,246 annually. In today’s technology-driven workplaces, that cost increasingly comes from technology friction – the everyday delays, disruptions, and inefficiencies caused by poorly performing tools. “There’s not really any businesses today that are not fundamentally technology businesses now.”⁠⁠Dan Anthony, CIO at FedNow.

Every IT leader wants fewer tickets. Many invest in automation, self-service portals, and AI agents to get there. Yet ticket volumes remain stubbornly high, and the service desk stays overloaded. The issue is not the effort or intent. It’s the approach. Most organizations are trying to eliminate tickets without understanding the experience that creates them. They optimize workflows after something breaks but ignore the conditions that cause issues in the first place.

It’s no secret that all software and more broadly, any technology that doesn’t move atoms is ripe for disruption by the current and future capabilities of large language models. Any workflow, application, or digital process that can be expressed in code can be redesigned, improved, and transformed at speed and scale. AI-first companies will outpace legacy players by orders of magnitude, and many workflow-based models with humans in the loop will be fundamentally reshaped.

We’re thrilled to share the exciting news that Nexthink has been recognized as a Customers’ Choice in the inaugural 2025 Gartner Peer Insights Voice of the Customer for DEX Tools. In our view, what makes this recognition truly special is that it comes directly from the people who know our platform best – the IT leaders who use Nexthink every single day. Apart from this, we are recognised as a Leader in the Gartner Magic Quadrant for DEX Management Tools for the second consecutive year.

Organizations see AI’s transformative potential, but success requires more than technology – it demands a clear strategy led by IT. A structured AI implementation roadmap aligns initiatives with business goals, establishes governance, and enables measurable ROI, while improving employee and customer experiences. Yet, 66% of organizations view AI as critical, but only 38% report meaningful competitive advantage, highlighting the need for disciplined adoption.