Digital Employee Experience for IT Admins

DEX and IT are closely linked: IT provides the technical foundation for the digital employee experience – i.e., tools, systems, support, and security. A good DEX depends directly on how stable, user-friendly, and powerful this IT infrastructure is.

The bottom line: Without modern, well-managed IT, a good DEX is impossible.

DEX is important for IT because it shows how well digital systems really work from the employee's perspective. Strong DEX reduces support requests, increases satisfaction with IT services, and enhances the reputation of IT within the company. This enables IT to be proactive rather than reactive, increasing employee productivity and business performance.

In summary:
IT support solves individual problems – DEX ideally prevents them from happening in the first place.

The difference between DEX (Digital Employee Experience) and IT support lies in their focus and scope:
DEX looks at the entire digital user experience of employees – from tool selection and performance to user-friendliness. It is strategic, holistic, and aims to achieve satisfaction, efficiency, and engagement. IT support is operational and responds to specific problems and requests (e.g., broken laptops, login problems). It is a sub-area of DEX, but not synonymous with the overall concept.

There is a close connection between DEX (digital employee experience) and ITSM (IT service management), as ITSM provides the processes and structures on which good DEX is built.

ITSM ensures stable, efficient IT services (e.g., through incident, problem, and change management). DEX complements this by focusing on the user experience of employees – i.e., perception, satisfaction, and smooth processes.

In short
ITSM ensures functionality – DEX evaluates how well it is received by people. Together, they form the basis for powerful, user-centric IT.

To track and optimize the user experience for employees across different networks and devices, you need a combination of monitoring, analytics, and user feedback. Here are the most important steps:

• End-to-end experience monitoring: DEX platforms collect performance data directly from the endpoint (e.g., start times, CPU utilization, Wi-Fi quality).
• Device- and platform-independent analysis for all device types identifies weaknesses through uniform data collection: desktops, laptops, mobile devices (Windows, macOS, iOS, Android).
• Network quality monitoring: Measurement of latency, packet loss, and bandwidth – e.g., locally in the office vs. home office; identification of connection problems, Wi-Fi interference, or VPN bottlenecks
• Integrated user feedback in combination with technical data: Capture direct feedback on specific devices, applications, or connections
• Dashboards & heat maps for visualizing performance and disruptions
• Automated optimizations, device maintenance, policy adjustments, and driver updates
• By combining monitoring, remote management functions, and user feedback, companies can improve the digital experience in a targeted manner – regardless of device or location.

Unified Endpoint Management (UEM) reduces downtime, operating costs, and IT overhead through centralized and automated endpoint management. Updates and security policies are consistently enforced, and issues are identified early and proactively. This makes IT more stable and reduces IT support tickets, leading to greater satisfaction and productivity.

UEM ensures consistent, high-quality user experiences on new endpoints by leveraging automated provisioning, predefined policies, and standard configurations. New devices immediately receive the right apps, security settings, and access rights—regardless of device type or location. This ensures consistent quality and significantly reduces and simplifies employee onboarding.

To ensure security while providing a good digital employee experience, security measures should be user-friendly and run automatically in the background. Clear guidelines, practical training, and role-based access concepts ensure protection without unnecessary hurdles.

• Security measures without usage barriers: Perform updates and security checks in the background without interrupting work and enable authentication without cumbersome processes (e.g., single sign-on (SSO) and multi-factor authentication (MFA)).
• UEM with integrated endpoint security: Use automated security policies (e.g., encryption, device locking in case of theft) and control over all devices without manual intervention by users
• Risk-based approach: Implementation of a role-based security concept and greater control only where it is really necessary (e.g., HR or finance)
• Incorporate user experience into security design: Test new solutions with users in advance and gather feedback regularly

Good security should be unobtrusive in everyday use—through smart automation, clear communication, and consistent integration into user-friendly systems. This creates frictionless security—and thus a better DEX.

User behavior can be monitored by specific security solutions (user behavior analytics, UBA) that run in the background and only raise an alarm in the event of deviations (e.g., unusual login times or data access). Thanks to integration into existing UEM or SIEM systems, this happens without actively interfering with the workflow.
Complemented by transparency, data protection compliance, and clear communication, employee trust is maintained and DEX remains unaffected.

Tools and technologies with the following features are particularly well suited for monitoring and improving the digital employee experience (DEX) for remote employees:

• DEX analysis platforms that collect performance data and user experiences even on remote devices
• Unified endpoint management for centralized device management, security, and configuration
• Digital experience monitoring (DEM) for monitoring network and application performance, even in the home office
• Feedback and engagement tools that regularly collect and evaluate employee feedback
• Security and event analysis systems (e.g., SIEM) for continuous threat detection in the background

This creates a secure and user-oriented digital work environment – regardless of location.