Operations | Monitoring | ITSM | DevOps | Cloud

Earlier this year, I spent time with technology leaders across four major cities – San Diego, Boston, London and Dallas, as part of four Leadership Circles. Taken together, the conversations reinforced how far digital employee experience has matured for many organizations. The focus has shifted from understanding why DEX matters to exploring what it takes to operationalize its success. San Diego focused on the changing role of IT and the strategic case for DEXOps.

Operationalizing digital employee experience is not about implementing another technology platform or launching another transformation project. It is about embedding new capabilities into the way IT and eventually the wider organization identifies problems, manages change and improves the employee experience. That cannot happen through implementation alone.

⁠Operating across 110 countries, Agilent Technologies supports scientists working in life science research, patient diagnostics and testing that helps ensure the safety of water, food and pharmaceuticals. Keeping the technology behind that work running effectively helps employees stay focused on the science and services that contribute to Agilent’s mission to advance quality of life.

The digital workplace has outgrown the support model built to maintain it. Employees now depend on an mix of devices, applications, AI tools, and connected workflows to get their work done. As this environment becomes more complex, IT is expected to support more technology, control costs, and enable greater productivity. Traditional, ticket-driven support makes that difficult.

An HR colleague at GSK was having trouble with her screen. The default fix was the obvious one: give her a bigger monitor. She turned it down. What she truly needed was an accessibility tool to magnify what was already on the screen she had. Sarah Jones, Senior Director, Global Site Operations and Executive Services at GSK, shared that example in a recent HR Grapevine feature on Women in DEX, the global collective Nexthink launched in March.

Helping federal agencies reduce digital friction, strengthen mission continuity, and make better use of limited resources.

Today, I’m very happy to share a new report, Bridging the AI Acceleration Gap, from Harvard Business Review Analytic Services and sponsored by Nexthink. It examines how employee-led AI adoption is reshaping the role of IT—and what technology leaders need to do next.