In a hybrid-first world, digital experience is the new employee experience. With more reliance on cloud applications, remote access, and multi-device workflows, organizations must ensure smooth, reliable, and personalized digital interactions. That’s where digital experience monitoring plays a critical role. This article features insights from IT leaders on how to move past legacy support models, elevate personalization, and make use of digital experience monitoring tools and services.
Don’t let experience level agreements (XLAs) become SLAs
IT teams are increasingly turning to experience level agreements to better align IT performance with employee satisfaction. But without intentional design, XLAs risk becoming another checkbox exercise. The real value comes from embedding them into a broader digital experience management strategy. According to the Work Relationship Index by HP, 87% of workers globally are willing to give up a portion of their salary to have a more personalized work experience—a clear signal that experience matters just as much as functionality.
“Gartner says the best XLAs tie technical delivery to business KPIs, link service revenue to performance, and pinpoint the real pain points behind employee frustration. They lean on digital experience monitoring, analytics, and process mapping to capture the entire journey, not just ticket stats. They’re designed to move IT beyond the 'hygiene factor' of keeping systems on and toward making them work better for people. Yet XLAs aren’t magic. Without a proactive design, they risk becoming just another reactive metric.”
Faisal Masud
President of Worldwide Digital Services @ HP
To avoid falling back into legacy support models, organizations need to integrate digital experience monitoring tools into their XLA frameworks. Doing so transforms support from reactive ticket-closing to proactive experience management. This approach not only improves IT’s impact on business KPIs but also strengthens trust between users and support teams.
Use DEM to support consumer-level employee experiences
Employees today expect digital tools to feel just as personalized as their favorite consumer apps. When workplace tech falls short, engagement drops. Data from McKinsey shows that 71% of consumers expect companies to deliver personalized interactions, and 76 percent become frustrated when it doesn’t happen. These expectations extend to workplace tech and support.
“In the modern digital economy, we’re all used to personalized experiences. Whether it’s shopping, streaming our favorite shows, or grabbing dinner at a local spot, it feels like everything is tailored just for us. Contrast that experience with many workplaces where the experiences don’t feel designed with us in mind. Shouldn’t the place where we spend so much of our time and energy understand us better than any brand out there?”
Andy Biladeau
Chief Transformation Officer @ SHRM, previously Director of Talent Development @ TargetSource: SHRM
Digital experience management can bring personalization into the workplace by aligning IT support with employee expectations. When paired with digital experience monitoring tools, organizations can anticipate needs, deliver relevant tools, and streamline workflows tailored to each persona. This strategy elevates employee satisfaction and productivity across the board.
Consider digital experience monitoring platforms and services
Managing a growing array of endpoints and vendors has stretched IT teams thin. Scalable solutions are needed to support proactive monitoring across platforms and geographies. As Phil Hochmuth of IDC notes, “Gathering and analyzing endpoint telemetry data can give enterprises valuable insights into worker’s daily digital experiences,” a key driver behind the adoption of purpose-built digital experience monitoring platforms.
“Managing multi-vendor PC environments can create significant challenges for IT teams. To reduce this strain, HP's Monitoring and Remediation Service for multi-vendor fleets integrates the power of the AI-driven HP Workforce Experience Platform with expertise in PC endpoint management. By leveraging billions of datapoints crowd-sourced across our install base, our HP Service Experts use advanced diagnostics to proactively detect, prevent, and remediate PC issues at scale—before they impact your team.”
Eric Ienco
Sales Development Representative @ HPSource: LinkedIn
Forward-looking IT leaders are now investing in digital experience monitoring platforms that combine AI, telemetry, and human expertise to stay ahead of issues. These platforms turn massive volumes of endpoint data into actionable insights, enabling teams to drive continuous improvement while reducing support overhead.
In conclusion, digital experience monitoring is more than just a visibility tool—it’s a cornerstone of modern IT strategy. From crafting meaningful XLAs to delivering consumer-grade personalization and leveraging enterprise-grade platforms, success depends on integrating monitoring into broader digital experience management goals. With the right approach, organizations can shift IT from reactive maintenance to proactive, people-first service delivery.
