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Top Digital Employee Experience Trends for 2022

By Rahul Apte

We can now say with absolute certainty that the future of work will remain hybrid post-pandemic. While 2021 drove the deployment of digital workspaces, 2022 is likely to see investments being made to improve the digital employee experience and productivity and rationalize the IT spending on hardware and software suited for remote work. Gartner expects that by 2023, 75% of organizations that exploit distributed enterprise benefits will realize revenue growth 25% faster than competitors. But distributed workforces with heterogeneous endpoints are very difficult to monitor and manage. Let us look at some of the telling trends that are sure to grab the attention of Infrastructure & Operations (I&O) teams in 2022.

Automation to Complement Traditional Helpdesk

The remote work model has put tremendous pressure on the helpdesk with an unprecedented increase in trouble ticket volume. Traditional helpdesk operations have limited capabilities to probe devices, networks, and applications leading to business downtime. The helpdesk agents spend hours resolving repetitive issues across multiple devices in the organization. New capabilities such as automated incident resolution complement helpdesk efforts in fixing IT issues faster. Automation brings in a proactive and predictive approach to remediate issues. This helps deflect issues from the helpdesk agent using self-healing capabilities that detect, triage, and remediate issues before they disrupt the workday. Agents can focus more on higher priority and complex tickets instead of wasting time in fixing common and repetitive issues.

Higher Demand for Improved Helpdesk Efficiencies

In-person IT support is a thing of the past. Service desks that still rely heavily on employees raising trouble tickets or calling in for issue resolution are sure to end up firefighting all the time. Incomplete visibility in the end-user IT landscape with frequent blind spots and delayed Root Cause Analysis (RCA) for even the most common incidents tends to frustrate the helpdesk personnel. Improvements in helpdesk visibility will help identify patterns and anomalies faster. With End-user Experience Monitoring (EUEM) dashboards and other analytical tools, the helpdesk agent will have all the telemetric data, insights, and recommendations to apply fixes at a click of a button. This is sure to help improve agent efficiency with first-time and first-call resolution.

Focus on Employee Productivity Improvements

Newer cloud-based business software, conferencing, and communication tools have enabled a big chunk of the workforce to perform their everyday duties from the comforts of the home office. This increased technology usage at work requires better IT support to minimize business downtime. The number of occurrences of sudden shutdowns, slow browsing, corrupted applications, outdated antivirus protection is on the rise. If these issues are left untreated, it can lead to employee frustration and loss of productivity. High turnover of employees due to technology issues is not very uncommon and can cause a significant dent in business outcomes. Imagine the plight of the clerk at the front desk of a bank, working with a slow desktop machine that is causing a long queue of customers waiting to get served. Digital experience monitoring software that helps preempt trouble tickets and offers periodic device health, compliance checks, and performance tuning activities are the need of the hour.

Employee-driven Self-heal and Self-service on the rise

In most organizations today, the onus of fixing IT issues is solely on the helpdesk agents. The biggest drawback of this approach is being reactive to the situation. An issue is highlighted and worked on only when an employee raises a ticket or calls the helpdesk. Valuable time, efforts, and resources are wasted in explaining the issue, identifying the root cause, and applying fixes at the employee site. A proactive and employee-driven approach to IT issue resolution employs self-heal and self-service methods. Self-service is when employees resolve issues on their own by leveraging self-help templates, standard procedures for routine device health checks, or issue resolution guidance. Enabling employees to execute self-heal automated remediation actions for common IT issues is a game-changer. This approach reduces dependency on the service desk for fixes and the burden of trouble tickets for the agents. The wait time for resolution with the self-heal approach is significantly lower as well.

Organizations should shift their focus from SLAs and indicators to understand how employees are experiencing technology at work. EUEM or Digital Experience Monitoring (DEM) software is already stealing the spotlight. Delivering a happier, more productive digital workspace will prove to be a massive competitive advantage in 2022 and beyond.

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Rahul Apte Digitate Ignio
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Rahul Apte

Product Marketing Manager | Ignio AI.Digital Workspace
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Products

ignio AIOps

Redefining IT Operations with AI and Automation

ignio AI.Workload Management

Enabling Predictable, Agile and Silent Batch Operations in a Closed-loop solution

ignio AI.ERPOps

End-to-end automation for incidents and service requests in SAP

ignio AI.Digital Workspace

Autonomously Detect, Triage and Remediate Endpoint issues

​ignio Cognitive Procurement

AI-based analytics to improve Procure-to-Pay effectiveness

ignio AI.Assurance

Transform software testing and speed up software release cycles

Solutions

Business Health Monitoring

Proactively Monitor Retail and eCommerce Health to deliver optimal customer experiences

IDoc Management for SAP

Monitor, Prioritize and Resolve IDoc issues to ensure business continuit

IT Event Management

Prevent outages with Predictive Intelligence and Autonomous Event Management

Business SLA Prediction

Never miss a business SLA with AI-powered monitoring and predictions

Resources

Analyst Reports

Discover what the top industry analysts have to say about Digitate

Blogs

Explore Insights on Intelligent Automation from Digitate experts

ROI

Get Insights from the Forrester Total Economic Impact™ study on Digitate ignio

Case Studies

Learn how Digitate ignio helped transform the Walgreens Boots Alliance

Trust Center

Digitate policies on security, privacy, and licensing

e-Books

Digitate ignio™ eBooks Provide Insights into Intelligent Automation

Infographics

Discover the Capabilities of ignio™’s AI Solutions

White Papers and POV

Discover ignio White papers and Point of view library

Webinars & Events

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About Us

Leadership

We’re committed to helping enterprise companies realize autonomous operations

Newsroom

Explore the Latest News and information about Digitate

Partners

Grow your business with our Elevate Partner Program

Academy

Evolve your skills and get certified

Contact Us

Get in Touch or Request a Demo

Request a Demo
Products

ignio AIOps

Redefining IT Operations with AI and Automation

ignio AI.Workload Management

Enabling Predictable, Agile and Silent Batch Operations in a Closed-loop solution

ignio AI.ERPOps

End-to-end automation for incidents and service requests in SAP

ignio AI.Digital Workspace

Autonomously Detect, Triage and Remediate Endpoint issues

​ignio Cognitive Procurement

AI-based analytics to improve Procure-to-Pay effectiveness

ignio AI.Assurance

Transform software testing and speed up software release cycles

Solutions

Business Health Monitoring

Proactively Monitor Retail and eCommerce Health to deliver optimal customer experiences

IDoc Management for SAP

Monitor, Prioritize and Resolve IDoc issues to ensure business continuit

IT Event Management

Prevent outages with Predictive Intelligence and Autonomous Event Management

Business SLA Prediction

Never miss a business SLA with AI-powered monitoring and predictions

Resources

Analyst Reports

Discover what the top industry analysts have to say about Digitate

Blogs

Explore Insights on Intelligent Automation from Digitate experts

ROI

Get Insights from the Forrester Total Economic Impact™ study on Digitate ignio

Case Studies

Learn how Digitate ignio helped transform the Walgreens Boots Alliance

Trust Center

Digitate policies on security, privacy, and licensing

e-Books

Digitate ignio™ eBooks Provide Insights into Intelligent Automation

Infographics

Discover the Capabilities of ignio™’s AI Solutions

White Papers and POV

Discover ignio White papers and Point of view library

Webinars & Events

Explore our upcoming and recorded webinars & events

About Us

Leadership

We’re committed to helping enterprise companies realize autonomous operations

Newsroom

Explore the Latest News and information about Digitate

Partners

Grow your business with our Elevate Partner Program

Academy

Evolve your skills and get certified

Contact Us

Get in Touch or Request a Demo

Request a Demo