Reimagining the Relationship Between People and Technology: WXP + HP Premium Support Services

Since starting my new role as the VP and GM of Lifecycle Services at HP, I’ve spent a lot of time talking with customers and partners about a simple but pressing challenge: the workplace has changed, but the way we support it hasn’t been able to keep pace.

For all the progress we’ve made in digital transformation, employees and IT teams alike still face too much friction. Unplanned downtime, stalled collaboration, and outdated tools don’t just frustrate people – they cost organizations billions in lost productivity every year.

What’s clear is that technology is no longer just background infrastructure. It’s a key factor in the way people experience work. And when that experience falls short, so do innovation and business results.

The Experience Gap

Employee experience is the new digital divide in IT, and the research continues to show a troubling disconnect:

• Nearly three-quarters of remote workers waste time every week on tech issues.
• A third of employees say they live with problems their service desk can’t fix.
• Only 28% of knowledge workers report a healthy relationship with work, according to the HP Work Relationship Index.

One of the primary areas of frustration reported by employees continues to be that they don’t feel their company provides the right equipment, technology, or workspaces needed to thrive in a highly dynamic business reality. At the same time, companies that excel in digital employee experience (DEX) are twice as innovative and 30% better at attracting top talent.

This isn’t just about devices and tickets. It’s about professional fulfillment. HP research continues to find that employees expect more than just better productivity; they want work to feel meaningful, enabled by technology that gets out of the way so they can contribute at their best. As enterprise workers lose faith in their company’s IT functions, the stakes couldn’t be higher for companies that invest in the right IT tools.

Forward-thinking CIOs are seizing this moment. They’re evolving the role of IT into a strategic business advantage and accelerator of employee fulfillment, instead of being viewed as a reactive back-office cost center. That means moving beyond device management and toward a holistic approach of workforce experience management – where employee sentiment, fleet health, and AI-driven insights come together to create seamless, fulfilling digital work.

This is exactly where HP Premium Support Services powered by the Workforce Experience Platform (WXP) deliver unmatched value.

The HP Difference: WXP + Premium Support Services

HP has evolved far beyond our hardware roots. Today, we lead with digital intelligence, built on decades of experience, and powered by AI that is trained on billions of telemetry datapoints from more than 24 million enterprise-class endpoints worldwide.

By integrating WXP and Premium Support Services, we offer CIOs something no one else can:

• unified visibility across the entire endpoint ecosystem,
• predictive insights that prevent outages before they happen,
• automated ticketing that streamlines support,
• proactive remediation of PC issues no matter where work happens, and
• expert human support when complex cases arise.

The result of this power combo is a seamless connection between technical performance and human outcomes. Instead of siloed data and reactive fixes, it enables a continuous feedback loop that demonstrates its strategic value in clear, tangible business terms.

From Reactive to Proactive

Let’s dive even further into it. With WXP and Premium Support working together, IT leaders can finally break free from firefighting mode and move toward proactive experience management.

WXP enables fleet optimization and sentiment monitoring, providing actionable data to enhance productivity and digital experience. Premium Support ensures predictive hardware alerts, automated ticketing and proactive remediation by a support expert–capabilities that simply aren’t possible with historical tech support.

Together, they deliver a proactive IT environment where downtime is minimized, employees stay engaged, and your IT gets more time to devote to strategic business priorities. Put simply: WXP and Premium Support enable you to understand and optimize your devices to transform the perception of IT as simply an infrastructure cost, to delivering measurable impact on how business gets done. This indispensable combination delivers the full promise of proactive IT, truly the most complementary offerings from HP.

Deliver maximum uptime and business continuity at scale.

When it comes to AI, intelligence without action falls short. That’s why WXP together with Premium Support Services creates such a powerful foundation.

WXP gives IT support agents a clear view into what really matters: translating billions of datapoints into meaningful, actionable insights that help optimize the entire endpoint ecosystem by not just flagging issues, but also helping to identify root causes and recommend the steps required to remediate. These AI-driven insights then trigger proactive support for Premium Support Services customers, allowing support agents to not only resolve device issues at a conveniently scheduled time—before they disrupt employee work—but also to proactively address the underlying root cause and create automated remediation workflows to help avoid issue recurrence.

Together, WXP and Premium Support Services create a seamless cycle: problems are spotted before they become outages; solutions are deployed before frustration sets in, digital work disruptions are reduced, and IT ticket volumes drop

The Future of Work, Reimagined

Industry leaders have already applied IT solutions to give their operations a competitive advantage, but the organizations that continue to thrive will be those that also approach the digital employee experience as a business strategy, not an afterthought. By reducing friction, enabling fulfillment, and proving the business value of IT, CIOs will lead the next era of growth and innovation.

HP knows that the future of work depends on more than just device performance or new apps. It depends on creating a relationship between people and technology that helps employees thrive and organizations excel.

It’s time to prove how IT can accelerate your organization’s strategic priorities by shifting from traditional device management to a holistic workforce experience strategy. To enhance your organization’s digital employee experience and provide proactive PC issue resolution wherever work happens, contact your local HP sales representative or channel partner for details.