N
exthink, a global leader in Digital
Employee Experience Management,
encourages organisations to
understand employees’ experiences during
Digital Transformation projects to achieve
business objectives and avoid costly
project failures. The company believes
organisations need to change culture by
involving employees when planning their IT
strategy. It says failing to do so can result
in poor IT experiences that can impact on a
businesses’ bottom line.
It argues that it is crucial for companies
to recognise how important employees’
experiences are to their overall business
– as happy, motivated employees allow
companies to innovate and deliver on key
objectives. Nexthink has argued for the need
for employees to be placed at the forefront
of an IT strategy and has showcased its
‘Digital Experience Score,’ which combines
hard data and employee feedback for
organisations to continuously measure,
benchmark (against peers and competitors)
and improve digital employee experience
with a defined set of metrics.
“Many new technology initiatives fail because
employees aren’t involved in the strategy
phase – this is because IT departments do
not have a good enough understanding of
what’s needed for employees to do their
jobs,” said Maged Eid, Area VP – META,
Nexthink. “Nexthink’s technology provides
real-time visibility and insights that enables
an organisation’s IT department to take
a proactive approach to improving its IT
performance and resolving potential problems
quickly. This helps foster a positive employee
experience and boost productivity.”
Intelligent CIO spoke to Eid to find out
more about the company’s activities.
Can you explain what the
company does?
We manage the digital experience of the
end-user. The general concept is IT invests
a lot in the back end infrastructure but they
don’t know about the experience of the
end-user.
We don’t know whether we are giving
the right attention to the end-user or not.
Our role as a technology leader is to be
with every single user on his workstation
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gathering all the necessary information to
come up with a score to understand if they
are satisfied.
We manage the most valuable elements
of any organisation in the world, which is
basically the end-user and the data. So,
they are the most valuable assets, not
anything else, not the servers, not the
storage, not the routers, it’s the user who
is using the infrastructure and the data
that he is generating or using within the
organisation itself.
So we are there, looking after the data,
looking after the end-user, to make sure that
the user is connected to the right server at
the right time. We share this information,
even the sensitive information of the user
himself in real time so we can take the right
decision on the spot. We will not wait for the
end-user to complain about something, and
then later on find a solution. We work in a
proactive way instead of firefighting.
So what you are really doing is
enhancing business efficiency?
Absolutely because what is happening with
companies that do not use Nexthink is that
they wait for the users to complain and
usually they will not complain. They will try to
figure it out themselves, because when you
look to the Millennials they are coming from
technology backgrounds, so they will believe
that they are much smarter than IT. They
will not waste their time, opening the tickets,
waiting for the IT team to sort it out for
“
MANY NEW
TECHNOLOGY
INITIATIVES
FAIL BECAUSE
EMPLOYEES
AREN’T INVOLVED
IN THE STRATEGY
PHASE.
“
business
‘‘
TALKING
IT INVESTS A LOT
IN THE BACK END
INFRASTRUCTURE
BUT THEY DON’T
KNOW ABOUT THE
EXPERIENCE OF
THE END-USER.
them. They will try to sort it out themselves
and the easiest solution is to reboot.
And it might be a solution, because it’s
an instant relief for certain issues, but it
doesn’t reach out to the root cause itself.
This is something we do as well so we detect
exactly what is happening, which user is
using which application, which port, which
server. We measure more than 800 metrics
to understand exactly what is happening
around the user and the services.
Moreover, we introduced two modules,
one of them called Acts, which can take
automatic actions for certain scenarios.
For example, if there is a case happening
with one of the users like a performance
issue Nexthink will detect that this machine
or user or service is running in a low
performance mode. We will open the ticket
automatically. We will send an alert to the
team, we will put out the information about
the main reason for the issue.
In many cases we tell IT what the issue is, for
example, wrong configuration or connection
to the wrong code or compliance issue.
Then we can fix it automatically without any
intervention from IT. Once it’s fixed, we close
the tickets, and it’s done.
Moreover, the other module which is Engage,
sees us engaging with the end-user. So we
will inform the user that we knew that they
experienced a performance issue. We will
tell them: ‘The problem has been sorted out,
please acknowledge or rate your experience
with IT.’ This gives us the opportunity to
make the end-user part of the decision-
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