With the rise in hybrid working, online communication and the quality the of equipment employees use that make up their digital experience has become vitally important. Resellers need to help businesses to ensure they have the best equipment.
Consult any handbook on business best practice and it will tell you that employees work best when they are happy and motivated. If that isn’t the case, it affects productivity and, in turn, the bottom line. Therefore, managers should be mindful of keeping employees motivated and, increasingly, the digital employee experience (DEX) – their interactions and communications and the equipment they use for it – is an important part of this.
Anna Dalhfors, global head of HR at Vizrt, notes that research from Gallup has shown that low employee engagement may have reduced GDP by 9% in 2023. “There are many important components to employee engagement, but one of the key things, as shown in our own research, is that 69% of employees agree that the quality of communications they receive from their company affects how engaged they are as an employee,” she adds.
“For remote and hybrid employees, these digital touchpoints may be the only way they receive company communications, making their impact even more crucial.
“Many companies are underpinning their DEX with video, but not all are investing in the right technologies to ensure these video interactions are of a high, professional-grade quality. Bad digital experiences have consequences – a simple video stream doesn’t constitute an engaging, immersive experience that helps colleagues feel a part of the company. Worryingly, 40% of employees say that poor video communications make them consider leaving the business altogether, which is why this should be on top of the agenda for HR and internal communications departments.”
Indeed, DEX isn’t just a nice-to-have. “It’s a make-or-break factor for productivity, morale, and even staff retention,” says Boom Collaboration co-founder Holli Hulett. “If employees are stuck with clunky tools, low-quality endpoints, or frustrating tech, their engagement and efficiency take a hit.
“A poor DEX doesn’t just slow people down, it creates a ripple effect. Meetings drag because people aren’t seen or heard clearly. IT teams get bogged down with preventable support issues. A pricey platform loses its value if the endpoints don’t keep up.
“Take something as simple as a built-in laptop camera versus a high-quality webcam. One can make you look like a shadowy blur, the other helps you show up with confidence. That difference matters. When employees feel disconnected or unheard, they start disengaging and, eventually, they look for a company that gets it. DEX isn’t just about the tools; it’s about making people feel empowered, included and set up for success.”
More than just meetings
DEX is about more than just communications. Al Kingsley MBE, CEO of NetSupport, says that an employee’s ability to effectively use digital technology is a critical factor in business success. “With hybrid and remote work becoming the norm, employees rely on digital tools more than ever,” he says. “A seamless, efficient and secure digital experience ensures higher productivity, better engagement and reduced downtime.
“A poor digital experience, on the other hand, leads to frustration, decreased productivity and higher employee turnover. IT issues – whether in the form of slow networks, frequent system crashes and particularly a lack of remote troubleshooting capabilities – can disrupt workflows and negatively impact business performance. It also creates a security risk, as employees may resort to unapproved workarounds that bypass approved IT policies.”
Indeed, as Mark Eyden, director, partner development, EMEA at Laserfiche, notes, a bad DEX is forcing dissatisfied employees to go as far as quitting their jobs. “According to Laserfiche research, 70% of British Gen Z have left, or would consider leaving, their company due to outdated technology,” he says. “The top frustrations for these younger employees are that technology is too slow (54%), too old (35%), or there is a lack of tools that help with time-consuming tasks (35%).”
Good experience
There are various factors that make for a good DEX. “Ensuring a good experience for remote and hybrid employees means that technology is at the core,” says Anna. “So, two-way video communication technologies can ensure that Town Hall broadcasts are not simply ‘one way’ to employees at the end of their laptop but provide the tools for these colleagues to interact back. This ensures that employees are engaging with content being delivered, boosting their own feelings of belonging and integration.
“The experiences of these employees is not just a tech topic but an HR topic too. Listening to this group of colleagues and understanding their needs is important to make sure there is no vital difference between the experiences of in-person colleagues versus remote.”
Al adds that seamless remote access is another essential element. “This enables employees to receive IT support whenever they need it,” he says. “The design of digital tools should be intuitive, reducing the need for training and minimising frustration. Performance monitoring and optimisation are also key, ensuring devices and applications run smoothly and do not cause delays or disruptions. Ultimately, a strong DEX allows staff to focus on their work rather than being hindered by technology, driving efficiency and job satisfaction.”
Erik Nicolai, co-founder and CEO of Workspace 365, says that a good DEX is built on simplicity, accessibility, intelligent automation, frictionless security and personalisation. “In terms of simplicity, employees should have a single, personalised digital workplace instead of navigating a complex web of applications across multiple portals,” he says. “An accessible digital workplace should be device-agnostic, ensuring a seamless experience whether in the office, at home, or on the go.
“Access should be secure and frictionless, embracing user-friendly processes such as single sign-on, multi-factor authentication (MFA) and conditional access.”
Rob Dobson, senior director, Partner Solution Architects at Lakeside Software, says great DEX comes down to proactive IT. “We are in a new era where employees expect devices to work flawlessly all the time,” he says. “A great experience simply gets computers out of the way so that end users can do their jobs without disruption or frustration. This is only possible with proactive IT to see and solve issues before they impact the employee or business.”
Dene Lewis, CTO of CAE Technology Services Ltd, says that a good DEX needs to be frictionless. “This means an ability to switch on, authenticate, and go to work wherever you are,” he says. “This requires comprehensive tooling to securely access web, cloud and private applications. A good is experience is objective and should be monitored and measured from devices, across networks, ISPs, and into business applications to visualise and assure the digital experience.”
Trends
But customer trends for DEX are changing, which means demands are too. Anna notes that Vizrt research has shown that employees are expecting to be entertained when it comes to the virtual communications they receive from their employer. “For organisations that place video at the centre of their DEX, 48% of employees say that an element of entertainment within these communications – like augmented reality, virtual sets, 3D animations or personalised content experiences – is important. Interestingly, 34% feel that virtual reality as a part of these experiences would provide the most entertainment.”
Marc Botham, global vice president of channel and alliances at Jamf, notes that a key trend is that DEX is no longer standalone. “It’s now an expected feature of device management, as devices act as extensions of users,” he says. “Device management is key for problem resolution, risk mitigation and removing user obstacles. At scale, DEX greatly enhances organisational productivity, driving demand for more advanced and modern device management solutions.”
Erik adds that a growing adoption of cloud-first, browser-based workspaces that allow anywhere access is driven by the permanent shift to hybrid work that has been embraced by many organisations.
“Companies are also moving from multiple, fragmented platforms to investing in a single digital workplace that brings everything together, under one roof,” he adds.
“Workers are spending more time navigating the digital workplace, wrestling with congested email inboxes, instant messages, endless application notifications, online meetings, and more. The lack of energy or time to address all this information results in so-called ‘digital debt’.
“We’re seeing more and more workspaces taking a proactive approach to reducing ‘digital debt’ by integrating tools to reduce digital overload, minimise notifications, and encourage better work-life balance for their employees.”
Erik adds that DEX should also be about security and compliance without hassle. “Taking a zero trust approach, with role-based access and MFA can implement security without disrupting workflows,” he says.
Al agrees that security is a major focus, particularly with the growing adoption of zero trust frameworks. “As hybrid working continues to expand, organisations are enforcing stricter access controls and MFA to safeguard remote connections,” he says.
Al adds that there has also been a notable shift towards prioritising employee wellbeing. “Organisations are recognising that poor digital experiences contribute to frustration, disengagement and burnout,” he says. “As a result, many companies are rightly treating DEX as a core part of their talent retention strategy.”
Reseller focus
When talking about DEX to customers, there are several facets that resellers should focus on. Holli says that resellers should focus on simplicity. “Solutions that just work, no matter the platform, device or workspace,” she says. “The best technology takes the guesswork out of connectivity, so employees can spend less time troubleshooting and more time getting things done. When people have the right tools at their fingertips, they feel empowered, stay focused and collaborate more effectively. This is the baseline need for a positive DEX.”
Al says the focus should be on demonstrating the tangible business benefits. “Productivity is a key consideration, as well-optimised IT environments enable employees to spend less time dealing with technical issues and more time on meaningful work,” he says. “Many organisations underestimate the cost of downtime, so highlighting how a streamlined digital experience minimises disruptions can be a powerful argument.
“Cost savings are another crucial point. By reducing IT issues, businesses can lower their support costs and avoid the financial impact of lost productivity. Security and compliance should also be part of the conversation, as secure remote support solutions help protect sensitive data while ensuring businesses meet regulatory requirements.
“By framing DEX as a strategic investment rather than a mere IT expense, solution providers can help organisations see its long-term value.”
Al adds that resellers must be able to demonstrate a track record of reliability and trust. “Organisations are looking for partners who can deliver robust, long-term IT solutions rather than quick fixes. Case studies and client testimonials can all help build confidence, showing that a provider has the expertise and stability to support businesses effectively and reassuring customers that their IT infrastructure is in safe hands.”
Russell Boland, senior director of EMEA Sales at Laserfiche, says that businesses must understand that employees today have higher expectations for speed and mobility than ever before. “With the drudgery of manual admin tasks and outdated technology, the risk of them leaving dramatically increases. Laserfiche research confirmed that Gen Z often has far better technology at home than in their workplace: 78% have a laptop at home and 53% have an iPad or tablet – but at work, 57% are lumped with a stationary desktop computer.
“It’s shocking that only 37% of Gen Z employees have high speed or fibre optic internet at work, and while 41% of young people have a virtual assistant at home, just 12% can say the same for their workplace. But 53% agree that the technology used for work is outdated and in need of an upgrade. Action must be taken to improve workplace tech – if this upgrade doesn’t happen, the potential result can be widespread resignation.”
Steve Webster, UK&I sales director at Nexthink, says resellers need to emphasise how DEX can help to enhance productivity and collaboration for customers, without compromising security. “By offering market-leading DEX tools and solutions, resellers can help customers maximise their return on technology investments while simultaneously enhancing productivity and employee satisfaction,” he says. “Additionally, resellers play a crucial role in providing clarity to enterprises on the importance of DEX, guiding them on how to optimise their digital workspace to drive innovation.”
Mike Barron, UK managing director at SYNAXON, adds that resellers should emphasise how the ease of use and efficiency of software helps them be more efficient and productive. “AI is certainly a part of that now – we’re all seeing how useful it can be in accelerating tasks, generating new ideas and sparking creativity,” he says.
“Applications and services will keep on developing and the customer’s digital experience will keep on improving. Showing customers how that experience is developing and changing is another way in which resellers can continue to add value.”
Speedy replacement
Sara Wilkes, CEO at Agilitas IT Solutions, adds that speedy device replacement also needs to be part of the conversation. “Businesses need to consider whether they have the capability to quickly replace employee’s devices when they break, to avoid a poor DEX. This can lead to decreased productivity, employee frustrations and higher turnover rates.
“Resellers need to emphasise the hardware aspects of DEX, reminding customers that this is just as important as their software and functionality. This is because devices need to function out of the box but also be easily replaced or repaired when they fail.
“Resellers also need to communicate the importance of pre-configuring devices with all the necessary updates and security features, ensuring that new hires are onboarded efficiently and easily. Ultimately, no employee should have to waste time waiting for devices to get set up or updated – they should be able to access everything they need from the moment they power their devices on.”
Role of AI
As with all other areas of technology, AI is playing an increasing role. “In many ways we are only are the start of the AI journey and its impact will continue to grow,” says Holli. “Some video conferencing elements have been around for a while such as echo cancellation in mics and speakers, together with ambient noise reduction. Hardware does have embedded features but platforms such as Teams and Zoom are now joining the AI party to further enhance the end user experience.
“AI can help with big data such as sales analytics, lead generation, personalised marketing and optimised reseller pricing. There’s many aspects that can be refined and brought together.”
Al says that AI innovations will continue to enhance DEX. “Self-healing IT environments, where systems detect and resolve performance issues autonomously, will become more widespread,” he says. “We can also expect advancements in voice and natural language interfaces, making IT support more intuitive and accessible to employees who may not have technical expertise.”
Deborah Watson, client and solutions strategy director for Sales and Channel at BI Worldwide, says that AI is particularly affecting DEX in the reward and recognition space. “The AI value add is around ensuring people feel motivated by who is recognising them and rewards they are offered,” she says. “Bringing vast networks of people together that have connections in the workplace and allowing them to be ‘seen’ and valued by one another,” she says.
Rob says that AI is revolutionising DEX by shifting IT operations from reactive troubleshooting to predictive and autonomous issue resolution. “AI-driven analytics are helping organisations anticipate system failures, optimise resource allocation, and even personalise the digital workspace based on individual work patterns,” he says.
“Looking ahead, AI copilots for IT teams will become more sophisticated, automating complex workflows and enhancing IT’s ability to deliver a seamless user experience. Additionally, personalised AI recommendations, such as suggesting optimal software configurations or reducing unnecessary background processes, will drive a more intelligent and adaptive digital workplace.”
