Make smarter data-driven IT decisions using Digital Employee eXperience Management

DEX platforms enable organizations to take action to increase employee satisfaction, productivity, have a positive impact on talent retention and business performance. According to Oxford University, happy employees are 13% more productive than their less satisfied peers. Research cited by Deloitte shows that organizations offering top-tier employee experiences enjoy 22% higher engagement, and their employees are four times more likely to stay. Deloitte also states that companies that lead in workforce experience achieve 2.3× higher three-year revenue growth compared to those that fall behind. The takeaway is clear: investing in employee experience not only boosts productivity and retention, it also fuels long-term business performance.

Also, according to Gartner (2025), by 2028, digital workplace teams that have fully implemented a DEX tool will carry half the backlog of those that have not. This translates to faster support and fewer lingering tech problems for employees. 

At the same time, DEX platforms enable organizations to take action to increase employee satisfaction, productivity, have a positive impact on talent retention and business performance. According to Oxford University, happy employees are 13% more productive than their less satisfied peers. Research cited by Deloitte shows that organizations offering top-tier employee experiences enjoy 22% higher engagement, and their employees are four times more likely to stay. Deloitte also states that companies that lead in workforce experience achieve 2.3× higher three-year revenue growth compared to those that fall behind. The takeaway is clear: investing in employee experience not only boosts productivity and retention, it also fuels long-term business performance. 

Gaining control of the digital workplace eXperience

Since the rise of remote work during the COVID-19 crisis, Digital Employee eXperience (DEX) platforms have seen rapid adoption, aimed at closing experience gaps organizations had not previously encountered. Hybrid work introduces new complexity and blind spots in how employees interact with IT. Unlike pre-hybrid times, when employees worked from a single location and were more frequently seen and heard, today’s dispersed workforce makes it harder to detect early signs of dissatisfaction. As a result, critical signals, like employees feeling undervalued, can go unnoticed until they unexpectedly leave, often to the surprise of the organization.

DEX-platforms, designed to monitor and manage the digital workplace eXperience, provide IT teams with real-time visibility into what employees are actually experiencing. They combine hard metrics, such as network performance, device responsiveness, and application speed, with soft data like user feedback on the quality of their digital environment. For a deeper understanding of what Digital Employee eXperience entails, take a look at our blog ‘’ XLA and proactive IT support finally in reach with Digital Employee eXperience (DEX)’’.

But DEX platforms can do more than just monitor. By enabling proactive and even preventive support, shift-left strategies, and data-driven decision making they help minimize downtime,reduce support costs, and give IT clear insights into where investments will deliver the greatest impact.

Smarter solutions = sustainable savings

The real power of DEX platforms lies in shifting from reactive to proactive, and ultimately preventive, IT support. It’s not just about fixing problems faster; it’s about preventing them from happening in the first place.

Take disk cleanup as an example. Traditionally, an employee would encounter an issue, call the service desk, and wait while the root cause was identified and manually resolved. With a DEX platform, the system automatically detects that a disk is nearly full, sends a pop-up to the employee requesting permission to clean it, and then performs the cleanup without any manual intervention.

The result? Faster issue resolution, fewer support tickets, reduced IT workload, and more productive time for employees.

Figure 1 Project cost with and without eXperience Management 

Shift left, save big

This same principle, resolving issues before they disrupt work, drives the broader value of shifting left. DEX platforms ease the burden on service desks by automating fixes, detecting issues early, and taking action before users are even aware. Real-time insights generate tickets automatically, instantly revealing root causes like poor Wi-Fi connections so IT can intervene fast. Most problems are solved at the first line, or even before they’re noticed, avoiding escalation and delays.

And the benefits scale quickly: with 10,000 incidents a year and just 10 minutes saved per ticket, that’s one full-time FTE, or 1,720 hours, reclaimed. Small efficiencies create big, measurable impact across the organization.

Lower hardware costs through data-driven lifecycle management

Reducing costs by getting more out of your hardware: it’s possible with a DEX platform. Traditional device lifecycle management typically follows a fixed refresh cycle, where employee devices are replaced every three to four years, regardless of actual performance or user eXperience.

Why replace a laptop after three or four years if it’s still performing well? DEX platforms continuously monitor the health of each device in your fleet. If the only issue is a worn-out battery or the need for additional RAM, the platform provides targeted recommendations to replace just those components, rather than the entire device. It can even push a pop-up directly to the employee’s device to schedule the necessary repair, making the process fast and seamless. For organizations with hundreds of laptops, this approach can result in substantial cost savings, often tens of thousands of euros.  An added benefit: much of this process is automated by the DEX platform, reducing manual effort for IT teams and increasing operational efficiency.

Persona-based hardware management pays off

There are more ways to reduce hardware costs, one of them is persona-based hardware management. Giving everyone the same HP EliteBook might be convenient, but it’s not necessarily cost-efficient. Employees who primarily use Microsoft Office can easily work with less powerful devices, while those using heavy graphic applications require high-performance PCs. Many organizations already provide such powerful machines to their graphical design teams, but they often overlook other employees who also use high-workload applications. These needs frequently go unnoticed by IT, resulting in mismatched devices that hinder performance and waste resources.

By running a campaign through a DEX platform, you can gather insights into actual usage per employee. Providing hardware that matches their specific needs not only reduces overall hardware costs but also maximizes employee satisfaction.

Seamless migration projects

Whether you're rolling out Windows 11, SAP, or Salesforce, DEX platforms offer powerful support for large-scale, complex migration initiatives. Typically, employees first receive various emails about what to do to migrate, for example saving files to OneDrive. A DEX platform automatically checks whether files are stored and synchronized in OneDrive. If not, employees are informed via a pop-up message. Through that same pop-up, they can also choose their preferred migration time.

Post-migration follow-up is just as critical. Users can instantly report issues, and proactive monitoring allows IT to act before problems escalate, minimizing delays and reducing resolution times.

The impact adds up fast: if 100 employees each save 5 hours in troubleshooting, that's 500 hours of regained productivity,

Is managing DEX worth the investment?

The value of a DEX platform depends on your organization’s needs and maturity. The use cases mentioned in this blog are just the beginning, many more are typically uncovered during conversations with clients. DEX platforms are particularly impactful in larger organizations (typically 500+ workplaces), as working with a Digital Employee eXperience mindset requires dedicated capacity and expertise. Ideally, this includes an Experience Manager with the mandate to act on user insights. In even larger environments (2,000+ workplaces), this role is often supported by an analyst and a data creator who build dashboards and other insight-driven tools.

The return on investment also hinges on organizational culture. DEX platforms are less effective in siloed organizations that resist change, but deliver greater value in environments that prioritize continuous improvement and take employee feedback seriously.

Ready to get started with DEX management. Or curious how DEX can help you make better IT investments? Let’s connect.