Improve Your DEX Score
IT experts share how to improve your Digital Employee Experience (DEX) score by reducing digital friction, personalizing IT infrastructure, and automating basic support.
Kristin Kent
Head of Product
IT teams face mounting pressure to deliver seamless digital interactions that empower employees and minimize friction. DEX scores help organizations measure and improve their technology ecosystems, ensuring employees can work efficiently from wherever they are. This article features expert insights on using data-driven strategies, personalization, and proactive IT support to optimize your DEX score and create a better digital workplace.
Leverage device telemetry and employee feedback to reduce friction
Workplace disengagement is on the rise, with 79% of employees feeling disengaged at work, according to a Forbes report. This statistic highlights the critical need for organizations to address digital inefficiencies that contribute to frustration and reduced productivity.
Organizations can improve their DEX score by analyzing a combination of employee feedback, IT telemetry, support tickets, and trending issue topics to uncover recurring friction points. By correlating these insights, IT can prioritize high-impact improvements, automate remediation, and streamline workflows to reduce disruptions. Leveraging historical and real-time data also enables organizations to anticipate and prevent future experience gaps, ensuring a continuously optimized digital environment.
Kristin Kent Head of Product
With a data-driven approach to managing endpoints and measuring employee sentiment, IT can shift from reactive to proactive problem solving so employees encounter fewer technology-related disruptions.
The HP Workforce Experience Platform (WXP) helps organizations measure and improve their DEX score across all endpoints. The “Pulses” feature, accessible in the left-hand navigation, lets you distribute surveys about IT experiences and use Gen-AI to analyze feedback from employees.
Personalize IT to improve DEX across hybrid work environments
A one-size-fits-all approach to digital employee experience no longer works. Research from HP found that 68% of knowledge workers prefer a personalized work environment. Additionally, 87% of employees are willing to accept a 14% pay cut for the ability to tailor their work environment.
"It's not a one-size-fits-all. So when we think about 'you must be in the office to do collaborative work' or 'you must be at home to do individual work,' it really is dependent on the type of persona and then the workstyle for what is most effective for them."
Loretta Li-Sevilla
Head of Future of Work, Business Incubation, and Design for Services and Circularity @ HPSource: YouTube
Organizations that personalize digital experiences based on employee roles and work preferences create environments that support productivity and engagement. By leveraging IT tools that allow customization, companies can offer tailored workflows, device choices, and user interfaces that optimize employee performance.
Automate basic support and reduce tickets with proactive IT
IT inefficiencies cost organizations millions annually. Password resets alone account for 56% of IT support tickets, costing companies an estimated $87 per reset, or approximately $795 per employee per year, according to CIO.com. By automating support for basic requests or eliminating the need for them in the first place with proactive IT, businesses can reduce operational costs and improve their DEX score.
"The progressive companies we support leverage AI and ML technologies to automate routine tasks, predict and identify potential issues before they occur, and provide data-driven insights that accelerate both delivery capacity and decision-making, driving a significant efficiency lift to many organizations' operations."
Robert Orshaw
Chief Commercial Officer – Cloud Operate @ DeloitteSource: CIO.com
By incorporating AI-driven automation and predictive analytics, IT teams can resolve issues before they impact employees. Companies can reduce downtime, improve their DEX score, and enable employees to focus on meaningful work rather than IT disruptions.
In conclusion, a strong DEX score reflects an organization’s ability to create a frictionless digital work environment. Businesses can improve employee engagement and efficiency by leveraging data insights, personalizing digital experiences, and implementing proactive IT support. The future of work depends on seamless digital interactions, and IT teams that prioritize experience-driven strategies will drive long-term success.
