{"id":4183,"date":"2023-06-15T08:51:00","date_gmt":"2023-06-15T08:51:00","guid":{"rendered":"https:\/\/recomp.5oclock.io\/?p=4183"},"modified":"2024-04-06T02:38:12","modified_gmt":"2024-04-06T02:38:12","slug":"measuring-and-improving-dex-with-digital-experience-management","status":"publish","type":"post","link":"https:\/\/www.compucom.com\/measuring-and-improving-dex-with-digital-experience-management\/","title":{"rendered":"Measuring and Improving DEX with Digital Experience Management"},"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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Experience Really Is Everything<\/h2>\n\n\n\n
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As we conclude this blog series on Digital Employee Experience (DEX) and Digital Experience Management (XM), we’ll look at how to measure experience to discover areas for improvement to overall employee sentiment across an organization.<\/p>\n\n\n\n

XM: Measuring DEX<\/h2>\n\n\n\n
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This is the point in the conversation where many ask, \u201cHow do you accurately and effectively measure something that, in many ways, is subjective?\u201d<\/p>\n\n\n\n

While there is no industry standard or de-facto set of experience metrics, we’ve spent several years defining ours and determining what the \u201cexperience mathematics\u201d should be.\u202fThis has helped us determine what an ideal employee experience looks like, knowing that some of that is perception and that we can influence only specific aspects of the user’s experience.<\/p>\n\n\n\n

XM: Traditional and Experience Metrics<\/h2>\n\n\n\n
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Manage Service Providers (MSPs) trying to maximize the workplace experience often work toward operational metrics (SLAs) that don’t necessarily align with the end-user experience.<\/p>\n\n\n\n

Traditional metrics that mostly measure service delivery and performance, when met, may not create happy users. In comparison, experience metrics measure the outcomes and value of managed services. They’re customized and aligned with user expectations based on a human-centric approach to managing business goals.<\/p>\n\n\n\n

Digital Experience Management (XM) takes both types of metrics into account, allowing for better persona alignment and organization-based customization so that experience indicators can evolve into Experience Agreements (XLAs) based on deeper insights.<\/p>\n\n\n\n

XM: How it All Works<\/h2>\n\n\n\n
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So how does Digital Experience Management work? Here is an overview of the steps that make up XM:<\/p>\n\n\n\n

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  1. Gather useful and accurate user experience data<\/strong> \u2013 endpoint telemetry, service metrics, event sensors, targeted surveys, and user-sentiment analysis
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  2. Generate performance indicators<\/strong> from the data
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  3. Analyze Compucom’s four dimensions of Digital Experience Management<\/strong> \u2013 geared to the hybrid workplace, to measure and improve how services are enabling:\n