Becoming 'DEX-y' in 2024
Have you ever felt frustrated by poor-performing technology at work? Are complex processes and confusing systems affecting your productivity? Do you struggle to find sufficient support when dealing with workplace technology issues?
If you answered yes to any of the above, it may be time to get “DEX-y” in 2024.
What is DEX?
DEX, or Digital Employee Experience, refers to the overall experience employees have with the digital tools, technologies, and platforms they use in the workplace. Using advanced analytics, DEX solutions can offer a more thorough understanding of how employees experience digital technologies, empowering digital workplace teams to create strategies that cater to individual employee preferences.
Figure 1: Digital Employee Experience
According to analysts, DEX is projected to reach mainstream adoption in less than two years. By 2027, 75% of organizations without a DEX solution will fail to reduce digital friction successfully.
Why is DEX so essential to success, and are you and your solutions on track?
DEX over the years
Over the past decade, Digital Employee Experience has evolved from delivering a contextual workspace, to focusing on basic IT support to measuring experience and auto-solving issues. Shifting customer needs, the growth of hybrid work, and the increase in use of technology bolstered by investments in AI has made DEX a critical driver of employee productivity, retention, and satisfaction.
Initially, the goal of DEX was to ensure that employees could effectively use digital tools, such as devices, software, and applications. However, as the technology industry has shifted to focus on cloud computing, the scope of DEX has changed to meet market needs. Then came the pandemic, which saw most technology companies shift directly to remote or hybrid work policies, requiring DEX capabilities for their employees to be able to work from anywhere.
Companies had to adapt quickly to the needs of a new, remote workforce. With limited in-person interactions, it became critical to leverage remote collaboration tools for onboarding, training, and day-to-day operations. These tools were no longer optional; they became essential for maintaining productivity and communication. The hurdles did not stop there, as newly onboarded employees then had to be able to communicate and work seamlessly with their teams, highlighting the need for well-integrated and user-friendly solutions.
For the end user computing admin, this shift in workplace culture and standards increased their daily challenges. From lack of visibility into end-user experience issues and impact, to difficulty scaling to effectively support growing end-user environments. More devices, work from anywhere, and managed apps led to the need to be data-driven.
The last five years have seen an increased investment in DEX efforts by industry leaders. Nearly every employee today is a digital employee in some capacity, meaning that DEX not only needs to exist but be strategic. Employers now must track the productivity of their DEX offerings while constantly seeking new ways to improve so they can continue to keep talent while staying ahead of competitor offerings.
The Market
Recently, Omnissa, among others, was labeled a "visionary" in the DEX field for our ability to not only adapt but to also offer innovative solutions to fit the needs of customers.
Today, companies offering DEX solutions are looking for ways to stand out, from a focus on improving customization options, to providing advanced analytics for improving employee experience tracking or self-healing patches. Omnissa stands out from DEX competitors as the others are a singular point solution, while Omnissa delivers a broader solution. We go beyond just DEX; we are working towards an autonomous workspace that is self-configuring, self-securing and self-healing. DEX is an integral part of this.
Figure 2: DEX; an integral part of autonomous workspace
Omnissa and DEX
At Omnissa, DEX is a comprehensive solution designed to deliver a high-quality employee experience by integrating seamlessly with several components. Where others stop at DEX, we go further—our DEX solution incorporates essential tools to enhance the overall experience. At a high level, the key components DEX integrates with are:
- Workspace ONE Intelligent Hub: Centralized access to apps, notifications, and self-service capabilities.
- Workspace ONE UEM: Unified endpoint management across various devices.
- Workspace ONE Access: Ensures secure and simplified access to applications.
- Horizon: Supports virtual desktops and applications.
- Freestyle Orchestrator: Mitigates issues effectively.
Crucially, DEX is powered by Workspace ONE Experience Management, which leverages the Omnissa Intelligence data lake as the primary analytics and remediation tool for our DEX solution. This enables real-time insights and proactive measures to optimize the employee experience.
Additionally, the integration of ITSM Connector and Assist is vital for empowering the service desk, further enhancing DEX's efficiency. Our platform also incorporates AI and ML capabilities, such as the Insights anomaly detection tool and the Guided RCA tool, to provide advanced analytics and support. Together, these components create a robust ecosystem that drives continuous improvement and a superior employee experience.
Figure 3: The Omnissa Platform
You may be wondering, how do the aforementioned features help Omnissa stand out from the other competitors in the field? While traditional Unified Endpoint Management (UEM) solutions primarily focus on measuring and analyzing data, Omnissa goes a step further by taking proactive action.
We prioritize addressing customer needs by implementing effective solutions, whether that involves applying patches or collaborating with clients to resolve issues in real time. Our commitment is to not only identify problems but also to ensure that our customers receive timely and effective assistance, enhancing their overall experience with our services. Unlike others, Omnissa enables DEX analysis and remediation on mobile platforms. Additionally, customers leveraging Omnissa’s DEX tools have access to UEM (Unified Endpoint Management). UEM allows a customer to track, manage, and secure all the end-user devices in their organization. Omnissa continues to be named a leader in the UEM space. One of the critical benefits of a platform that combines DEX management and UEM capabilities is increased security and the ability to automate remediation.
But there is more than just UEM that complements DEX, in Figure 3, you see that Omnissa delivers solutions for a complete digital workspace. From Application lifecycle management (which certainly is about user experience) to application delivery on-demand, to virtual desktops and apps for remote work, and even solutions to protect users from phishing, keylogging, screen scraping, and more. A holistic solution is not just measuring, but also protecting and enabling users to work on any device, from any location, with any application, securely.
Consider a real-world use case. In September of 2024, a major technology outage caused multiple organizations to face the “blue screen of death”, where they were unable to patch and bring their devices back online in a secure and prompt manner. Omnissa swiftly supported customers through the outage with our Workspace ONE Intelligent Hub Self-Service Portal, a feature of our UEM solution, allowing quick recovery of encrypted devices by providing easy access to BitLocker recovery keys, and minimizing downtime. You can read more about how Omnissa ensures reliable services amidst industry challenges here. Additionally, we have a recorded webinar on business continuity and resiliency which you can access here to learn more.
Summary
As the market evolves, it's important that you grow with it and not get left behind. Is your solution helping your employees meet their needs? If not, it may be time to consider alternatives, like the Omnissa DEX solution.
For further information, or to request a demo, visit www.omnissa.com today. With Omnissa, you too can become DEX-y in 2024.