Discover how VMware’s groundbreaking unified Digital Employee Experience (DEX) solution empowers CIOs to boost workforce productivity, improve employee engagement, and achieve tangible cost savings.
In today’s fast-paced digital landscape, organizations are increasingly recognizing the importance of providing exceptional employee experiences. A positive digital employee experience (DEX) not only boosts productivity but also contributes to higher employee engagement and satisfaction. To address the challenges associated with fragmented DEX solutions, VMware, a leading technology company, is introducing four unique enhancements to its comprehensive DEX solution. These advancements aim to provide CIOs with a unified approach to DEX, enabling increased efficiency, cost savings, and improved employee engagement.
The Need for a Unified DEX Solution
As organizations navigate the complexities of hybrid work models, they face heightened IT incidents and growing employee turnover rates. To overcome these challenges, successful organizations must prioritize technology that empowers their IT teams to resolve issues faster and prevent them from occurring in the first place. Shankar Iyer, Senior Vice President and General Manager of End-User Computing at VMware, emphasizes the importance of technology that enables IT teams to deliver great experiences while improving efficiency.
Unifying Measurement and Management of Employee Experience
VMware’s DEX solution takes a significant step forward by unifying the measurement of employee experience across all endpoints, whether physical or virtual, and regardless of whether they are managed by VMware or third-party solutions. The company has announced the general availability of its Digital Employee Experience Management (DEEM) solution for Windows devices managed by third-party solutions. This update allows organizations to leverage VMware’s complete DEX offering, including Intelligent Hub, DEEM, and Assist, on these devices. By offering flexibility in deployment and growth of the DEX solution, VMware enables organizations to tailor their approach according to their specific requirements.
In addition to supporting physical devices, VMware has also made DEEM generally available for VMware Horizon, enabling the measurement and analysis of end-user experiences on virtual apps and desktops. By consolidating network performance, log-on time, and virtual machine (VM) performance, VMware empowers IT teams to proactively identify and resolve issues that impact employee productivity. Automated notifications alert IT teams when experience scores for Horizon change, enabling them to address issues efficiently using the Horizon platform.
A Holistic Approach to Issue Remediation
Delivering a seamless employee experience requires not only measuring and analyzing the experience but also effectively remediating issues. VMware’s comprehensive DEX solution establishes a closed-loop cycle that enables IT to “shift left,” leveraging holistic experience data to proactively resolve issues and continuously improve employee experiences. Leveraging VMware Workspace ONE’s unified endpoint management capabilities, customers gain access to a wide range of remediation capabilities. When experience issues arise, service desk teams can efficiently troubleshoot and resolve them by extending the experience data viewed in Workspace ONE into ServiceNow via VMware’s ITSM Connector. This integration enables the service desk to proactively resolve potential issues before they escalate, resulting in improved workflow efficiency.
Expanded Remediation Capabilities and Workflow Automation
VMware further enhances its ITSM Connector by introducing experience scoring, an expanded set of unified endpoint management actions, and the ability to trigger workflows created by IT teams in VMware Freestyle Orchestrator. By leveraging experience scores, the service desk gains valuable insights into issues impacting users and can proactively address them. These expanded remediation actions and workflows significantly reduce the time required to troubleshoot and resolve each issue, further streamlining IT operations.
Tangible ROI through Data-Driven Experience Management
In today’s resource-constrained environment, IT teams are expected to accomplish more with fewer resources. VMware’s DEX offerings empower IT through insights, guided root cause analysis (RCA), and automation, enabling a proactive approach to IT management. By leveraging AI-driven insights, IT organizations gain immediate visibility into issues that impact employee productivity. Statistical machine learning models automatically detect and score anomalies in experience, allowing IT teams to identify problem sources quickly. Guided RCA, now generally available, utilizes AI to determine the likely root cause of an issue, streamlining the troubleshooting process. Integrated automation workflows facilitate efficient remediation actions, scale issue resolution, and enable proactive employee notification.
Real-World Success and ROI
Customers adopting VMware’s DEX solution have experienced significant benefits. Groupe La Poste, a large organization relying on over 200,000 smartphones and tablets for their employees, leveraged VMware Workspace ONE to improve IT and service desk teams’ visibility into issues impacting employee productivity. By simplifying troubleshooting, automating remediation, and improving the service desk’s ability to meet SLAs, Groupe La Poste achieved substantial savings in engineering hours.
VMware’s DEX solution has also delivered tangible results for VMware’s own IT organization. By adopting a proactive, data-driven approach, VMware IT has achieved an average 35% reduction in the mean time to resolution of support issues over the past six months. This improvement not only saves valuable IT time but also boosts colleague confidence in the IT organization and enables employees to return to productivity quickly.
Empowering CIOs with a Comprehensive DEX Solution
VMware’s comprehensive DEX solution, with its four unique enhancements, represents a significant step forward in enabling organizations to deliver exceptional employee experiences. By unifying the measurement, analysis, and remediation of employee experiences, VMware empowers IT teams with the tools they need to resolve issues faster, prevent future problems, and enhance productivity. The unified approach offered by VMware’s DEX solution, combined with its scalability, flexibility, and automation capabilities, provides CIOs with a powerful solution to meet the evolving demands of the digital workforce. By embracing VMware’s DEX solution, organizations can drive higher employee engagement, improve productivity, and achieve tangible cost savings.