Digital Experience Monitoring and Management Service

The global digital workplace market size is expected to grow from $22.7 billion in 2020 to $72.2 billion by 2026, at a Compound Annual Growth Rate (CAGR) of 21.3% during the forecast period.

Key factors that are expected to drive this growth:

> Availability of new technologies and tools
> Employees demand greater flexibility in terms of work-life balance
> Organisations are adopting digital workplace market solutions to enhance employee experience through a simpler and more flexible work style to attract new employees and retain talent.

One of the key factors to achieving this growth will be the use of Digital Experience Management (DEM/DEX) Solutions.

DEMMS is an Presidio Service for the establishment and realisation of an eXperience Level Agreement (XLA) for our Customers and their Users. DEMMS helps drive better user experience by leveraging elements of digital experience monitoring (DEM), sentiment analysis, and traditional service-level metrics that monitor the timeliness and effectiveness of supporting processes.

“By 2023 less than 1/3 of digital workers will select the corporate office as their preferred place to work.
By 2024 remote work and changing workforce demographics will impact enterprise meetings so that only 25% will take place in person.”

Source: Gartner 2021

Digital Experience Management Drivers

Digital Employee Experience Employee Sentiment Automation Work from Anywhere Faster identification of issues Security

Digital Employee Experience

With remote work, digital employee experience now makes up the majority of overall employee experience as employees mostly interact with peers, vendors and customers predominantly through technology. This demands deeper visibility into, and management of, experience.

Employee Sentiment

The need to gather employee sentiment in the context of technology use, rather than periodic or transaction surveys, which more accurately captures the impact that performance issues have on employees’ work.

Automation

IT leaders are looking to baseline and measure progress of technology improvement efforts, and to reduce administrative overhead through the use of automation.

Work from Anywhere

Increased acceptance of remote work has significantly increased service desk call volumes and agents require faster access to device configuration and performance data.

Increased call volume has also increased wait times, so employees are looking for more self-help capabilities or automatic remediation of issues.

Faster identification of issues

The increased threat of cyberattacks demands faster identification and remediation of configuration issues and patching of vulnerabilities. Monthly patching cycles are proving ineffective to minimize modern threats

Security

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Digital Experience Monitoring & Management Service