Digital employee experience (DEX) management software, also known as end user experience management software, is used to pinpoint technology issues that employees might experience and rapidly solve them. By monitoring and optimizing devices, applications, and other technologies, IT teams use it to improve the end-user experience, reduce IT costs, and enable greater workforce productivity and satisfaction. These tools correlate the technical performance of employee-facing technologies with employee sentiment and usage of those technologies to help businesses improve the performance and usability of the digital workplace. Through features like integrated desktop messaging and automated remediation, this software helps IT professionals proactively manage and improve digital experience. These products go beyond traditional IT tools that monitor and manage performance from the technology perspective, providing tools for doing so from the end user’s perspective.
DEX management solutions complement application performance monitoring (APM) software, in that they help IT operations teams manage and improve the experience of all employee-facing technologies, while APM solutions help DevOps teams and software vendors improve the performance of customer-facing applications. DEX management products take an end-point and end user-focused approach to improving performance, adoption, and sentiment across devices, applications, virtualization, and networks, while APM products take a source code instrumentation approach to improving the performance of an organization’s critical customer-facing applications. In addition, whilst DEX management software includes many features of digital experience monitoring (DEM) software, it differs since it provides robust capabilities around managing the digital experience such as increasing the adoption and success of technology rollouts, tracking and improving employee satisfaction, and reducing software and hardware spending by identifying unused software licenses and unnecessary device replacements. Whereas DEM software is focused on allowing IT teams to monitor application performance, DEX management tools are purpose-built for interacting and engaging with employees, monitoring performance, and remediating problems. Finally, despite the similar name, this software is unrelated to digital experience platforms (DXP) software, which is used for rapidly building websites, applications, and portals.
To qualify for inclusion in the Digital Employee Experience Management category, a product must:
- Constantly monitor employee experience across applications, devices, virtualization, and networks, with the ability to automatically alert on degraded performance
- Have the capability to engage and interact with end users via tools such as integrated desktop messaging
- Provide prebuilt scripts and configurable capabilities which allow IT to remediate issues
- Give clear guidance on what issues to prioritize based on experience impact
- Enable troubleshooting across devices, applications, virtualization, and networks, to identify the likely root causes of issues
- Fully integrate analytics and troubleshooting capabilities with messaging and remediation capabilities for end-to-end problem diagnosis and resolution
- Measure actual employee experience through continuous monitoring and real-time reporting
