{"id":4141,"date":"2023-06-12T08:00:00","date_gmt":"2023-06-12T08:00:00","guid":{"rendered":"https:\/\/recomp.5oclock.io\/?p=4141"},"modified":"2024-04-06T02:43:41","modified_gmt":"2024-04-06T02:43:41","slug":"digital-experience-management-what-it-is-why-it-matters","status":"publish","type":"post","link":"https:\/\/www.compucom.com\/digital-experience-management-what-it-is-why-it-matters\/","title":{"rendered":"Digital Experience Management: What it is, Why it Matters"},"content":{"rendered":"\n
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\"David

David Krauthamer<\/strong> \u2022\u202fStaff Writer<\/p><\/div>\n<\/div><\/div>\n\n\n\n

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The Significance of Experience<\/h2>\n\n\n\n
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No matter where we go or what we do, in the real world or online, the anticipation and expectation of a good experience are what draw us. Every day, with the swipe of a finger, access to all the world’s knowledge and the experiences of others drive our decision-making, thoughts, and actions in both our work and personal lives.<\/p>\n\n\n\n

For businesses, since the pandemic, experience has taken on new significance, adding additional layers of complexity to an already shifting landscape. Two of the most important and often confused experience areas for companies are Employee Experience (EX) and Digital Employee Experience (DEX).<\/strong><\/p>\n\n\n\n

EX vs. DEX<\/h2>\n\n\n\n
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While EX and DEX are complementary and there’s overlap between the two, the main difference is the business unit responsible. EX is more often associated with the Human Resources (HR) aspects of an organization, while the responsibility for DEX lives with IT.<\/p>\n\n\n\n

EX is all about how an employee thinks, feels, and ultimately succeeds throughout the entirety of their journey with an organization \u2013 it’s about every touchpoint. DEX, according to Gartner<\/span><\/a>, \u201cfocuses on how technology affects the total employee experience.\u201d As an IT managed services provider (MSP), we live this every day.<\/p>\n\n\n\n

Managing the Digital Experience<\/h2>\n\n\n\n
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At Compucom, we believe that technology and technology support have the power to make or break the employee\/end-user experience. That’s why we have invested in tools and technologies designed to efficiently and effectively manage and improve our customers’ digital employee experience.<\/p>\n\n\n\n

Our term for this is Digital Experience Management (XM). XM focuses on continuously improving DEX through the monitoring and in-depth analysis of employee interactions with technology and technology support. This data provides actionable insights that allow us to recommend, implement, and improve DEX for our customers.<\/p>\n\n\n\n

The Four Dimensions of Digital Experience Management<\/h2>\n\n\n\n
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XM focuses on improving productivity, collaboration, and the overall satisfaction users have with digital workplace technologies. These improvements have a direct effect on the total EX within an organization.<\/p>\n\n\n\n

Compucom identifies four major dimensions of XM that provide the data and insights to drive measurable results and service improvements for the ideal hybrid workplace. They center around making sure employees feel:<\/p>\n\n\n\n