We have made it through 2020! Phew! 2020 is sure to go down in history as the year that saw massive disruption and chaos in the world and the IT Operations ecosystem being no exception. Work from home, which existed before the pandemic transformed from ‘a good option to have’ to a ‘Must Have’ obligation. This drastic and sudden change has forced global organizations to make temporary arrangements and adjustments as per the way end-users consume technology. These far from perfect, sometimes hasty, make-shift tactics are sure to come back and bite them if they are not well thought through.
2021 will see many companies include employee technology experience products such as End User Experience Monitoring (EUEM) and Digital Experience Monitoring (DEM) as a part of their long-term strategy. Here we discuss some of the key trends that are sure to make their presence felt strongly in 2021.
#1 Employee Experience (EX) Measurement will Become Mainstream
In 2020, business continuity was threatened, and employee technology experience almost immediately become a critical measure of a robust IT strategy. In 2021, we will witness strengthened collaboration between the HR and IT departments towards ensuring better EX. From an IT operation standpoint, experience levels will replace service level measurements. Enterprise-wide endpoint health and compliance scores, employee productivity scores and reduction in Mean Time to Resolve (MTTR) will be critically analyzed and reported. Qualitative feedback from employees or user experience scores will be more commonplace. This will ensure healthier, happier digital workspaces with improved business resiliency.
#2 Autonomous Remediation is the Way Forward
The pandemic led to massive spikes in the service desk and help desk requests from employees. Service desk personnel across the globe are frustrated with huge trouble ticket volume. Many of these tickets are easily resolvable repetitive IT issues, but they must follow up on each of these requests. Use of Artificial Intelligence/Machine Learning (AI/ML) to predict endpoint failures and other technology issues has become desirable. EUEM tools that provide self-healing or autonomous remediation, pre-empt raising of trouble tickets as they proactively detect, triage and remediate the most commonly occurring endpoint issues. Deploying an EUEM product with self-heal capability will soon become the go-to option for organizations with overloaded service desk staff. This will not only improve service levels, but will also help organizations optimize the cost of IT asset maintenance.
#3 Employee Chatbots are here to Stay
Over the last decade, employee-employer conversations have moved from delivering physical memos to more digital interfaces such as enterprise portals, emails or mobile apps. Giving employees a personalized service experience, understanding their concerns and queries instantly is the need of the hour. With an increasing number of people working from home, readily accessible chatbots or virtual assistants will certainly save employees’ time and increase their productivity. EUEM products with chatbots to assist with query resolution are revolutionary. EUEM products offer rapid root cause analysis and natural language processing to deliver the best suited solution for all employee queries. This improves the service desk quality scores and eliminates the burden of catering to repetitive IT issues to resolve.
While 2020 was all about impulsive decisions, 2021 will be more about diving deeper into the world of employee or end-user experience, being more strategic with a long-term holistic view. While 2020 pushed organizations to rethink their IT operations strategy, 2021 is sure to offer robust solutions to consolidate and take advantage of the innovation and opportunity that this pandemic has brought upon all of us. The next 12 months are sure to see organizations settle into the new normal more comfortably and put employee experience at the core of their business decisions.