Study shows disconnect between IT departments & employees’ DEX

New research conducted by Scalable Software has highlighted significant gaps in the understanding of digital employee experiences (DEX) among senior IT decision makers (ITDMs) in the United States and the United Kingdom.

The study, which surveyed 400 senior ITDMs, shows that almost half (45%) of organisations do not engage in employee journey mapping, a process that could help identify digital friction encountered by employees.

The findings reveal that there is a considerable disconnect between the data IT departments believe they possess and the actual experiences of the employees. Earlier research involving knowledge workers indicated that over half (52%) rated their digital employee experience as poor or merely adequate. Moreover, the study suggests that the situation is deteriorating rather than improving.

Mark Cresswell, Co-Founder of Scalable Software, commented on the issue, stating, "Historically, management of IT services has been technology-centric, with many specialised tools employed to resolve specific technology needs. These tools are now being pressed into service to address employees' digital experiences. Our analysis clearly shows an emerging disconnect between how useful ITDMs see these traditional tools in the DEX context, and the benefits that employees are receiving. The whole situation is amplified by the shift to hybrid working where traditional management practices can no longer plug the gaps."

Current levels of DEX maturity are primarily focused on technology-centric Key Performance Indicators (KPIs), according to the study. Business leaders and HR professionals, however, need to consider employee-centric KPIs such as Burnout Risk, Employee Engagement, Employee Journeys, Isolation, and Sentiment. These factors are not typically captured through traditional IT management tools. The research further outlines that only 56% of ITDMs find it easy to share data with HR departments. Additionally, a staggering 88% of respondents admitted to the need for better communication between IT and HR teams.

"Accurately assessing digital employee experience in the modern hybrid workplace is complex and critically important," Cresswell added. "It's no longer acceptable to retrofit IT management tools to fill a gap in DEX knowledge. Organisations need purpose-built DEX analytics that deliver insight into the digital experience 'black box' – showing how teams accomplish tasks, highlighting inefficiencies and digital friction. As hybrid working becomes business as usual for most knowledge workers, employers must cultivate an employee-centric view of the digital workplace. ITDMs can lead the way in this endeavour by ensuring HR and business leaders have actionable DEX analytics to drive beneficial outcomes for employees."

This analysis underscores the persistent gulf between IT and employees when it comes to understanding and improving the digital workplace. While ITDMs may believe they possess adequate data to optimise the digital experience, employee feedback indicates otherwise. This discrepancy necessitates a shift towards more employee-focused metrics and better inter-departmental communication to foster a more productive and satisfied workforce. The research serves as a wake-up call to organisations on the importance of evolving their approach to managing the digital employee experience.