Digital Employee Experience (DEX)

I have not heard of this! Will have to look it up. @manns please add your thoughts and wealth of information and knowledge, would be interested to hear what this is all about.

@zachary.king it’s all about experience management...

Some experience management solutions focus on human feedback (or sentiment) capture. Some solutions employ technological capabilities to assess IT performance from an employee experience perspective. Finally, some solutions do both.

The latter two types of solution are currently called “digital employee experience (DEX) management” solutions, with this name having changed from “digital experience monitoring (DEM).”

DEX solution will include capabilities such as:

•    The technology-based monitoring of experience and performance 
•    Employee or end-user sentiment capture
•    Overall experience scoring
•    Root-cause analysis
•    Real-time automated remediation capabilities
•    End-user-initiated remediation capabilities
•    Issue prevention capabilities
•    Analytics and reporting
•    Integrations with other tools and systems
 

You are welcome @zachary.king. Employee experience is definitely the new frontier for ITSM - finally recognizing that we do people enablement and people support not IT service delivery and IT support :)