2023 Report:

New imperatives
for digital
employeeexperience
How technology drives employee satisfaction,
retention and productivity

Foreword
In our current hyper-connected era, the digital

The essence of DEX transcends device healthand harnessing AI to streamline processes.

scaffolding of our workplaces profoundly influences

checks. An evolving paradigm witnesses DEX as

It's a call to recognize the vastness of DEX — fromour professional experiences. Technology has woven

an all-encompassing organizational ethos — it's

device wellness to iron-clad security measures. The

itself into the fabric of our daily work routines,

about crafting enriching digital journeys, buttressing

potential benefits? A decline in helpdesk ticket influx,

boosting employee satisfaction, retention andorganizational security and, more profoundly,

diminished downtime and heightened employee

productivity becoming all the more pivotal. This Ivanti

leveraging technology to avert issues proactively.

contentment.

Sections 2 and 3 of this report unravel layers of

As we stand on the cusp of 2024, a year likely toinsights. We're prompted to reconsider our DEX

entrench our reliance on digital interfaces further,measuring sticks, moving beyond traditional techthis report serves as a compass — illuminating areas

Ivanti's finding that 63% of employees sometimes

monitoring. Introducing the "DEX Score" — anneeding redress, underscoring the urgency to reinvent

work remotely isn't surprising but poses an undeniable

aggregate metric gauging an employee's digital healthand, most critically, reminding us of technology's

challenge. Our IT departments, often the unsung— seems a promising leap in this direction. Yet, theprofound influence on our professional sanctums.

heroes, grapple with the gargantuan task of ensuring

narrative is not devoid of concerns, especially fora seamless digital interface for this dispersed

our IT professionals, who grapple with work-induced

workforce. And while 57% of professionals face regularstress and doubt about AI's rise despite being at thetechnological hiccups, a staggering 17% — and twice

tech forefront.

report delves deeply into this intricate mesh of Digital
Employee Experience (DEX) — its defining elements,
inherent challenges and potent solutions.

as many among Gen Z — contemplate bidding adieu
to their roles, attributing their discontent to insufficienttechnological infrastructure.

support over AI-driven chatbots rings evident. Yet,understood it to be the totality of digital touchpoints

especially among our younger cohorts, beckons us toand employee encounters. But its implications arereconsider our support infrastructures.

their DEX-specific budgets in 2023. This reveals
an alarming dichotomy: while many concede its
importance, few adequately invest in its optimization.

narratives for our workspaces.

Section 4, the preference for human touch in ITa drift towards self-reliance in tech troubleshooting,a mere 56% of organizations have ramped up

more fulfilling, collaborative and rewarding digital

As we traverse the landscape of service desks in

Defining DEX is a journey, not a destination. We've

vast. Despite acknowledging DEX's significance,

Dive in, introspect. It is undoubtedly time to design

Sabine VanderLinden
CEO & Managing Partner
Alchemy Crew

A paradigm shift in DEX perception is overdue. A
broader perspective, as outlined in Section 5, nudges
us to envision DEX beyond mere monitoring. It's aboutproactive action, predictive troubleshooting

2023 Digital Employee Experience Report2

Introduction
Ivanti’s latest research shows 63% of employees work outside a traditional officeenvironment at least part of the time. Ensuring all employees a high-quality
digital experience — no matter where or when they work — presents tremendous
technical and operational challenges for organizations.
These challenges fall squarely — and disproportionately — on IT teams.
They are charged with delivering consistent, secure experiences, no matter thework location. And our research shows all that extra effort is taking a toll.
DEX management may offer a solution to this predicament. With the right DEX
strategies, tactics and tools, organizations can offer IT teams relief from thesubstantial burden of supporting Everywhere Work.

Digital employee
experience (DEX):

DEX management:

DEX is the total of all the digital

employers use to oversee and optimize

touchpoints that employees

digital employee experiences

encounter during the workday and— from the employee platforms andthe way employees feel about theirtools that empower Everywhere Work,

organization’s digital capabilities.

to behind-the-scenes automations that

The strategies, tactics and tools

seamlessly solve problems in real time.

2023 Digital Employee Experience Report3Inside:01

Defining DEX02

DEX 2024

03

Hidden impact

04

Rethinking the service desk

05

Poor DEX is much more than a tech problem forknowledge workers

Take action

This document is provided strictly as a guide. No guarantees can be provided or
expected. This document contains the confidential information and/or proprietaryproperty of Ivanti, Inc. and its affiliates (referred to collectively as “Ivanti”) and may

57%

78%

report serious friction atleast weekly while using
workplace technology.

say they could be moreproductive with different tools.

17%

61%

either have quit due to poortech or would consider it —and the figure is nearly 2x as
high for Gen Z.

say negative technology
experiences impact morale.

Ivanti surveyed 7,800 IT professionals, executives and end users around the world, across a
broad range of industries, to gauge their opinions on the current state and future of the digital

not be disclosed or copied without prior written consent of Ivanti.

employee experience (DEX).

Ivanti retains the right to make changes to this document or related product

Our aim is to understand how organizations think about DEX, define clear benchmarks for the

specifications and descriptions, at any time, without notice. Ivanti makes no warranty
for the use of this document and assumes no responsibility for any errors that canpractice and deliver prescriptive insights to help organizations improve their DEX practice.

appear in the document, nor does it make a commitment to update the information
contained herein. For the most current product information, please visit ivanti.com

2023 Digital Employee Experience Report4

01

Defining DEX
There's widespread agreement that prioritizing DEX is crucial to managing
and securing the modern workplace — but Ivanti’s research shows there’s little
agreement about how to do it best.

Three in four organizations track DEX and more than half(56%) say they will have spent more on DEX in 2023

Under a broader understanding, managing DEX means:
Using technology to design satisfying, comfortable and effective digital experiences forcompared to 2022.

employees, regardless of their age, technology skills or place of work.

Despite this strong support for DEX, many organizations
define it narrowly as software used to monitor the healthof devices and, in some cases, proactively solve problems
before they impact users. There is a movement afoot to

Delivering experiences that have a positive impact on an organization’s security posture.
Moving DEX from a tech purchase to a broad philosophy for supporting employees andlook at DEX much more broadly.

improving security at work.

DEX budgets expected to rise in 2024

Q:
Do you expect yourbudget for DEX tools &management will increaseor decrease in 2024
compared to 2023?

US

31%
74%

Australia

46%

UK

Increase
Stay the same56%

All Countries

26%

56%

France

56%

4%

37%

3%

36%

74%

Germany

Decrease

0%

50%
60%

Japan

4%

8%
42%

2%

23%

3%

2023 Digital Employee Experience Report

Defining DEX

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6

Over 9 in 10 C-level executives and security professionals we surveyed say DEX can have a powerful, positive impact on security. And 85% agree that poor digital experiences
lead employees to use unsafe workarounds. Despite a recognition of its value, DEX still isn’t viewed as a critical asset by many. Amongst the surveyed IT professionals…

Overall, 3 in 4 track DEX; significantly fewer do so in healthcare, government

Q:

53%

say DEX is a high priority.

Does your organization/company measure or track digital employee experience?
Healthcare

69%

26%

5%

56%

Technology

82%

10%

8%

say they don’t have a high level

Governmentof buy-in from the C-suite for

46%

36%

DEX initiatives.

17%

Financial services

78%

13%

9%

52%

Manufacturing

72%

21%

7%

say DEX isn’t always aconsideration when buying

Yes

No

new tech.

Unsure2023 Digital Employee Experience Report

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7

Delivering high-quality digital experiences is a mindset shift for organizations.
The large majority view DEX as a technology play — ensuring that newtechnology purchases meet employees’ needs and expectations and that thesetools drive efficiency and security. But best-in-class DEX management is much
more than that.
The real DEX opportunity for organizations is to solve problems before humans
are involved — before an employee encounters friction or opens a helpdesk
ticket. To accomplish this, organizations need to study internal processes andsystems to understand how AI can wend its way through the organization andtransform it. Ivanti’s research aims to uncover how organizations manage DEX
today and what strategies can transform DEX going forward.

Ivanti’s 2023 research aims to understand this tension

The positive:

The negative:

A clear belief that DEX is a powerful tool to improve accessibility,

Little agreement about DEX best practices and — for many organizations

employee retention and security.

— a lack of vision for how DEX can transform the organization.

2023 Digital Employee Experience Report

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02

DEX 2024
What is the best way to manage DEX?
We dive into all the details: DEX strategy, measurement,
specific applications, and much more.

IT asset management systems are the most common tool to manage DEX

To understand DEX best practices,
we need to understand what IT
professionals are doing today toQ:support digital experiences. Even for
security professionals who say DEX

Consider all the ways organizations can manage digital employee
experience. Which of these does your organization use?
(Shown by DEX priority level.)is an essential priority, managing DEX
using tools like digital experience

71%

Essential/High Priority

monitoring, unified endpoint

Medium Priority

management and IT asset management

63%

Low/No Priority

is remarkably low — meaning that,62%

even as people appreciate the role of
DEX, its application is still nascent.

53%

53%

47%

47%
45%

43%
41%

35%
32% 32%
30%

29%
25%

23%

22%

22%

18%
15%
11%

4%
1%

Digitalexperience
monitoring

Digitalexperiencemanagement
tool

Unifiedendpoint
management

Virtualdesktop

IT service
management
systems

IT assetmanagement

Cybersecurity
asset
management

None of theabove2023 Digital Employee Experience Report

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Rarely do organizations use their IT operations or IT management tools to measure or improve DEX. Among those that do measure DEX performance, tech monitoring (54%)
and surveys (44%) are the most popular methods. When it comes to measuring DEX outcomes, IT professionals we surveyed are most likely to rely on device or user analytics,
followed by a number of helpdesk tickets, speed of ticket resolution, and aggregated DEX scores.

55%
52%
49%
45%

For organizations thatprioritize DEX, tracking
multiple metrics is key

Q:

44%

43%

42%

45%
43%

36%
34%

Do you use any of these
metrics to track DEX?
(Shown by DEX priority level.)

33%
30%

31%

30%

28%
24%
21%

23%

22%
17%
14%

Essential/High Priority
7%

Medium Priority
Low/No Priority

1%

System healthmetrics

Device andapplication
performance
metrics

Number of
employeerequests/
tickets

Speed of ticket
resolution

CSAT
scoresDigitalexperience(DEX) scores

Device/user
analytics

We do notuse metrics toevaluate DEX

2023 Digital Employee Experience Report

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11One aspect of DEX is solving tech problems before they impact theuser and/or business — something called “self-healing.” Self-healing
can happen in one of two ways:

1

2

Automations organizations use to manage DEX
Which of these DEX-related activities does yourorganization currently do? (Select all that apply.)Q:

An issue is detected/reported by an IT team member or user
and an analyst initiates a self-healing bot.

The bot itself detects an anomaly and remediates the issue
before it impacts the user.

Self-healing is a critical strategy because it reduces the burden ofrote, repetitive tasks on the IT team — particularly those related totech support — and it heads off problems before end users encounterany kind of digital friction.

Remotely checking
for OS updates

48%

Automating cybersecurity
configurations

47%

Monitoring application
performance47%

Monitoring device
performance

43%

Service desk ticket
automation

41%

Automating increases tocloud capacity

39%

Automating employee
onboarding

35%

Unsure6%None of the above

4%

Slightly more than half (52%) of organizations
say they frequently use self-healing technology— though in the US, adoption is significantly
higher at 72%.

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How do self-healing systems work?
Using remote monitoring and AI-driven bots, self-healing systems resolve IT-related
problems proactively. Why wait for a user to complain about a performance issue likeapplication crashes when bots are ready to flag and automatically fix/self-heal thosedifficulties for you? And best of all, these automatic resolutions are tracked andadded to your performance metrics and satisfaction scores.

Self-healing systems collect signals and intervene automatically
Monitoring

Interventions

Device performance(e.g., CPU, memory, battery life, disk space)■ Identify resource constraints (e.g., protracted login times).

Application performance(e.g., crashes, slowdowns)■ Identify and heal crashes and hangs.

Security issues and vulnerabilities■ Automate cybersecurity hygiene configurations (e.g., firewall compliance, antivirus protection, disk encryption).

Service interruptions■ Identify problems before end users report them.

■ Prevent problem areas from recurring by using automated preventive maintenance — e.g., proactively clearing disk space tospeed login times.

■ Respond to other indicators of local or SaaS application performance problems such as high latency, or Wi-Fi or
DNS resolution issues.

■ Qualify impact/severity of the issues with end users in real time.
■ Use automation to accelerate diagnosis, remediation and service desk interaction.

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What is a DEX score?

The DEX score allows IT managers to monitor indicators
across several key areas such as:

An individualized DEX score offers organizations
a 360-degree view of the health and efficiency ofthe devices, applications and operating systems an

Devices

employee uses to perform their job. A higher score

Device age, processor speed, boot degradation,

indicates better employee experience.

system failures, warranty, memory and storage.

Support
Number of open tickets, priority and urgency.

Applications
Load times, errors and user interactions.

Security
Vulnerability scan data and antimalware versions.

DEX scores are updated automatically every time an inventory scan happens or when
there are changes to the tracked indicators. Because the process is automated, managers
can identify potential problems and recommend remediation steps to proactively improve
end-user experience.

2023 Digital Employee Experience Report

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03

Hidden impact
IT professionals are straining to meet the demandsof Everywhere Work. Will AI help relieve IT’s overwork?
(Hint: IT isn’t convinced.)DEX is all about end-user experience, but given the disruption to workplacetechnology over the last five years, we believe it’s also important to look at IT
professionals’ digital experience ­— after all, they're your employees too!
More than 3 in 4 IT professionals we surveyed admit that work stress is affecting
their physical and/or mental health. And 68% say they feel burned out at work.

IT workers report tech stress

47%

42%

39%

Too many digital
notifications

Too many tools

Too many logins

2023 Digital Employee Experience Report

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16Perhaps most surprising: IT workers are significantly
more likely to experience a wide range of technology
problems at work compared to other office workers —from too many digital notifications, to too many tools

IT workers report high degrees of technology 'friction' at work

Q:

Which of these tech problems do you experience at least
weekly? (Select all that apply.)and platforms needed to do their jobs.
31%

Too many unique logins

39%
22%

Difficulty logging into
work device(s)32%

Too many tools/platforms
required to do my job

29%
42%
34%

Too many digital
notifications
Difficulty connecting fromremote location

47%
17%
31%
36%

Slow network connection

39%
24%

Difficulty accessing
applications/tools

34%
29%

Poor application performance

38%
33%

Poor overall device
performance (slow)

37%
26%

System hangs/crashes

31%

Non-IT Office Worker

IT Worker

2023 Digital Employee Experience Report

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Database tools are most common to track IT assets

Q:

Plus, IT workers tell us they lack the tools needed to do their jobs
effectively. One in five say they don’t have full and total visibility into
which workplace applications employees use. Just 43% use an endpoint

What are you currently using to track IT assets?
(Select all that apply.)

management solution to track IT assets, while only 39% use an ITAM
solution. (These usage rates are only slightly higher than last year.)1
Perhaps because of all these headwinds, IT professionals are using

Asset or configuration management databaserisky shortcuts and workarounds to help them do their jobs.

52%
Endpoint management solution

44%
ITAM solution

54%

35%

request to bypass
security protocols

open work applications
on personal devices

31%

30%

use a personal email accountfor work communications

store passwords on
unauthorized apps or paper

40%
Inventory/discovery tool(s)40%Spreadsheets

32%

21%
of IT professionals say they don’t have full and total visibility into
which workplace applications employees use.

1.

In 2022, 42% of IT workers used an endpoint management solution, and 35% used

an ITAM solution.

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Why aren't we thinking about DEX in a way that allows IT to reap the benefits as well?
What exactly is the impasse?

Most common barriers to prioritizing DEX according to IT professionals:

43%

34%

32%

Cost/budget

Complex tech stack

Lack of skilled talentIt’s time to acknowledge that the transformation of the workplace — from a physical location to EverywhereWork — has seriously strained IT teams. Among IT workers we surveyed, 85% spend at least part of theirweek at home, yet 27% say their tech tools are not as effective when working remotely. Organizations must
ask: Is it true that 1 in 4 members of our critical IT workforce is hobbled when working remotely?
Put plainly: Many IT professionals simply don’t believe in the movement they are empowering. Nearly half(47%) say they need to be in the office to be productive — that’s 16 points higher than the share of non-IT
office workers who say the same.

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AI to the rescue?
Many believe AI can improve IT productivity … andDespite all the analyst coverage about the potential of

What it comes down to: IT workers have a strong

possibly relieve some of the burden on stressed,

generative AI to be a productivity multiplier, if you speak

belief that AI will help employers more than it

overworked employees. (Though, to be fair, much is

to IT professionals, you'll find a more conflicted outlook.

will help employees. Our survey found 56% of IT

made of AI’s promise, but Ivanti’s research finds that

While many IT workers see the productivity benefits,professionals believe the benefits of AI will accrue

just 11% of IT teams are prioritizing AI in 2023.)

large numbers view generative AI as a serious threat tomore to employers than to employees. Just 7% see atheir profession. In fact, IT professionals are nearly 2x

net benefit to employees.

more likely to say AI poses a career threat compared toall other knowledge workers.2

2.

Comparing office workers and IT workers who chose “veryconcerned” or “extremely concerned” as a reaction to advances ingenerative IT.

56%
of IT workers believe AI will help
employers more than employees

IT workers are stressed by advances in generative AI

Q:

How concerned are you about generative AI tools like ChatGPT,
Bard and Bing Chat taking your job in the next five years?

Office workers

Not at all concerned

35%

22%

25%

11%

8%

Slightly concerned
Somewhat concerned

IT Worker

19%

19%

26%

19%

18%

Very concerned
Extremely concerned

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Conflicting outlooks on AI

The positive:

The negative:

A significant number (29%) think AI will bring a high level ofMany more feel anxious about the impact of AI on their careers.

improvement to their productivity and half (50%) say it will automate

Nearly 2 in 3 (63%) IT workers say they’re concerned that

their mundane and routine work.

generative AI tools like ChatGPT and Bing Chat will take their job in
the next five years.

“Executives are excited to figure out how generative
AI can transform their organizations and boost
productivity, but the team that will execute thistransformation isn’t fully on board. IT leaders whoaren't actively addressing their employees' fears
when it comes to AI are doing their already stressed
teams a disservice.”

Bob Grazioli,
Chief Information Officer, Ivanti2023 Digital Employee Experience Report

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04

Rethinking the service desk
When it comes to getting help from IT, office workers still
favor a human-mediated process — and that preferenceadds to IT’s workload.

Ivanti asked office workers how they prefer to contact IT for support.
Calling IT is the most common option — 6 points higher than opening
a ticket online. When offered the option of using a chatbot, mostoffice workers still prefer human contact.

Employees are more likely to call for tech support
than open a ticket through a service platform

Q:

Most office workers prefer a human-mediated process
to get IT help. As organizations deploy automations that
affect end users, it’s important to keep this preferencein mind.

Which of these things have you done to get IT
help/support in the last 6 months?

Called IT on the phone45%
Filed a ticket through a service management solution

39%
Emailed IT for support

35%
Contacted IT via messaging/chat21%
Visited the IT desk in person

17%
Used an automated self-service tool

12%
Used an automated virtual assistant9%
Other method not shown here

3%
None of the above

20%

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Employees prefer speaking to a humanover a chatbot ...

Q:

Though some are willing to switch if thechatbot is viewed as helpful

Sometimes employees can solve their IT problem
using a chatbot or digital automation. Is thissomething you would choose if it was available?

Q:

If the chatbot/automation was as helpful as using
a human, would that change your mind?

7%

11%

17%

31%
50%

26%

58%

I would choose a human to solve my IT problem

Yes, I would switch from human to chatbot

I would choose a chatbot/automation to solve my IT problem

No, I always prefer human help

No preference

UnsureUnsure2023 Digital Employee Experience Report

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As organizations push to automate many aspects of the helpdesk,
it’s useful to think about automation as a “co-pilot” — an assistant toresolve simple tasks (and even more complex ones for those willing

Employees are nearly as likely to ask a co-worker as
file a helpdesk ticket

to use it), but with a human available and involved for those who
prefer it.

Q:

Ivanti’s research also shows users are nearly as likely to turn first toa co-worker for help (27%) compared to calling the helpdesk (28%)

Considering all the ways you get help with tech,
who/what do you typically turn to first?
Call workplace support— the second consecutive year our research uncovered a virtual tie

28%

between the two.
Ask a coworker

27%
Research a solution myself

17%
Online chat with workplace support

15%
Company-provided self-service

7%
Consult friend/family

2%
Do nothing / unsure

4%

Office workers are nearly as likely to seek out technical support from a non-IT
co-worker as they are from the helpdesk. Why not leverage this by offering more(and higher quality) self-help resources?

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On one hand, contacting a non-IT colleague for help means employees are clearly trying to solve their own IT issues without turning to the helpdesk. But this finding also
requires caution: With no ticket issued or formal resolution, IT is unaware of the problem and whether it affects a wider number of users.
The data shows there are ways to drive up productivity and efficiency while safeguarding employee experience:

More than 1 in 4 companies
don't offer self-service
resources...
Self-service:
A large portion of office workers

Q:want to fix their own problems

Does your company offer
resources to help you solve yourown IT problems?

(if given the right information).

Even though nearly half of office workers
prefer to fix their own tech problems
when possible

Q:

When you have a tech problem at work,
do you prefer that someone fix it for you,or give you information to fix it yourself?

14%

This is especially true for theunder-40 crowd.

19%

26%
33%

Self-healing:

48%

60%

Many organizations are still notusing proactive, self-healing
systems. Just over half (52%) arefrequently doing this today.

Yes

Get information to fix it myself

No

Someone fixes my problem

UnsureNo preference/Unsure2023 Digital Employee Experience Report

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Proactive DEX management

Q:

A best practice of DEX management is solving tech problems before they impact the user
and/or business. How often does your organization do this?

Frequently

52%

38%

10%

Sometimes/Occasionally
Rarely/Never

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05

Take action
Research-based steps to elevate
DEX (and IT teams) in 2024

1

Lay the groundwork by developing the framework for a holistic measure of DEX

Even while many organizations claim to prioritize DEX,

Organizations should define what excellent DEX looks

Next, it’s time to choose KPIs that capture device

few are truly measuring digital experience outside oflike inside their organization, then research the current

performance and user satisfaction. With time you

surveys — which offer a snapshot in time but fail tobaseline: What are we currently doing to support DEX?

can build out more advanced methods, such as

consistently quantify end-user productivity andAnd what does a foundation of tech health look like?

evolving from service level agreements (SLAs) that

IT efficiency.

focus on uptime, to experience level agreements(XLAs), which measure user satisfaction with the IT
services provided.

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2

Let’s go even one step further. What if DEX management wasn’t just about

Challenge yourself to think bigger

monitoring? What if it was action-oriented?
An automated DEX management program would include:

In a world where every employee interaction is mediated by technology, DEX
permeates everything — from device monitoring and incident response, to techprovisioning, preventive maintenance and security protocols.

Measuring and detecting issues

Beyond uptime and user satisfaction (the most common DEX-related issues

across a wide network of systems, devices and people.

organizations pay attention to), what about device health, application
performance, network access, incident frequency, escalations, security
configurations, sentiment analysis and the like?

Generating insights
into the baseline (i.e., historical) health of this environment.

Detecting anomalies andnoncompliance,
anticipating errors and predicting downtime.

Fixing potential issues
before they rise to the level of a traditional alert.

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By implementing this type of action-oriented
philosophy, organizations experience fewer

Auto-Reacting (Today)

Auto-Predicting (Tomorrow)

helpdesk tickets, less downtime and higher
employee satisfaction.

Detecting problems in real time and using

Applying deep AI insights across millions

automation to either self-heal or flag theof connections (people, systems,

helpdesk — before the user is aware.

devices) to anticipate and fix problems
before they happen.

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3

Take action

Organizations that want to make advances with DEX should consider investing time and budget in the following areas:

Use AI/automation to shift left and accelerate first-call resolution.
Explore how to make service desk analysts more efficient and effective

Establish a cross-functional tiger team to identify synergies across— for example, deploying tools that provide asset insights, contextual

departments, and support AI and automation across the organization.

device information, patch status, remote troubleshooting and bot-driven
automation, such as automated ticket routing.

Invest in self-healing automation and optimization. Invest in AI and bots

Implement robust self-service resources. Empower end users to resolvethat can self-heal problems that arise — and minimize or avoid humanissues without the helpdesk by investing in self-service portals and ainterventions. Go one step further: use benchmark DEX data and trendlines

continually updated knowledge base. (Remember: 59% of office workers

to identify areas for improvement. Then put a preventive maintenancewant to use self-service resources.)

plan in place to minimize known or likely problems. For example:■ Aggregated data may show that a specific device model begins to

exhibit problems at the 36-month mark. Plan to replace parts (or thedevice) before that date.
■ Use synthetic testing and simulations to proactively identify issues

Collect feedback: Use interactive automation bots to reach out to users andget real-time feedback and insights — including tracking user sentiment.

— even before a system goes live — and identify multiple ways toremediate them.

These types of predictive cyberhygiene and maintenance actions minimize downtime, reduce the number of helpdesk tickets and improve user experience.

2023 Digital Employee Experience Report

Defining DEX

DEX 2024

Hidden impact

Rethinking the service desk

Take action

32

Methodology

Survey sample

Ivanti surveyed 7,800 executive leaders, IT professionals and office workers in
May and June, 2023. Our goal: To understand how end users interact with andfeel about the technologies they use at work, and to investigate best practices
for managing DEX in the workplace.
The study was administered by Ravn Research and panelists were recruited by
MSI Advanced Customer Insights. Survey results are unweighted. Further details
by country are available by request.

Industry Sectors

12%

Financial services

9%

12%

6%

12%

Technology

10%

Healthcare

1,200

Leadership Executives

600

UK
17%

Retail, e-commerce, wholesale

8%

Manufacturing orprocessing industry

6,000

Security Professionals

Countries

12%

Government

Office Workers

Germany
17%

Education

Professional services

US
17%

France
16%

Japan
17%

3%

Telecom

14%

Other

Australia
16%2023 Report:

New imperatives for digital
employee experience
How technology drives employee satisfaction, retention
and productivity

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