Name: Persona Insight: Driving the Intelligent Personalization of IT
Start: 2020-12-09T15:00:00Z
End: 2020-12-09T15:00:27.000Z
Location: BrightTALK
Rating: 0

Nexthink is the global leader in digital employee experience management. The company’s products allow enterprises to create highly productive digital workplaces for their employees by delivering optimal end-user experiences. Through a unique combination of real-time analytics, automation and employee feedback across all endpoints, Nexthink helps IT teams meet the needs of the modern digital workplace.

Industry understands the value of an efficient IT system now more than ever and companies are putting their money where their mouth is: Statista reports that global IT spending will hit $4.21 trillion in 2021. Yet despite this financial investment, results don’t always materialize. In fact, McKinsey estimates that 70% of all Digital Transformation projects fail. To generate real value, companies need to be focused on meaningful outcomes, not just metric outputs.  A key challenge is that many companies are restricted within their established IT goals, only able to assess current performance and not look toward improvement. Traditional service level agreements (SLAs) target pre-determined goals and existing processes, which forces IT teams to be reactive when employees raise issues. As workplaces embrace hybrid models long-term, creating superior digital employee experiences and practicing proactive IT strategies will become even more critical to company success.  This is where experience level agreements (XLAs) have the opportunity to make a real impact. In episode six of Nexthink’s Digital Employee Experience: The New Way of Working series, Nexthink and experts will be discussing how. Join us to hear:  -What an XLA model looks like -How businesses can use an XLA model to disrupt stagnant workflows and identify growth opportunities, without derailing current operations -The value of shifting your IT strategy from reactive to proactive when it comes to employee experience -How an XLA approach supports continuous service improvement -The business impact of focusing on outcome, not output, for IT management, service owners, IT employees and end users -Using SLAs and XLAs in combination to cover all bases, eliminating the need for “rip and replace” tactics

[Ep.6] The Proactive IT Play: Swapping SLA Outputs for XLA Outcomes

As Covid-19 restrictions begin to ease, Gartner estimates that by 2022, 25% of the global workforce will choose their home as their primary workplace. And with 45% of workers predicted to be working from home two to three days per week, businesses and employees alike are starting to enter the era of the hybrid workplace.   As they prepare to usher in this new model of working, IT teams must once again adapt, evolve, and innovate to ensure a positive, seamless Digital Employee Experience - wherever the employees are.   In episode 5 of ‘Digital Employee Experience: The New Way of Working’ Nexthink and guest experts will guide you through:   What great Digital Employee Experience in the hybrid world looks like - Essential considerations IT leaders need to be aware of to ensure they’re creating an agile, secure and productive workplace, regardless of employees’ location - Best practices for a seamless end-to-end Digital Employee Experience, from new employee onboarding to Help Desk support  - Use cases that show how IT can solve the most frequent challenges of the hybrid workplace  in order to provide a frictionless IT experience to their employees - Why a one-size-fits-all approach is no longer optimal in the hybrid world and how to leverage a more tailored, personalized approach to IT in order to boost employee engagement

[Ep.5] Driving Digital Synergy: Hybrid Work and Digital Employee Experience

Industry understands the value of an efficient IT system now more than ever and companies are putting their money where their mouth is: Statista reports that global IT spending will hit $4.21 trillion in 2021. Yet despite this financial investment, results don’t always materialize. In fact, McKinsey estimates that 70% of all Digital Transformation projects fail. To generate real value, companies need to be focused on meaningful outcomes, not just metric outputs.

A key challenge is that many companies are restricted within their established IT goals, only able to assess current performance and not look toward improvement. Traditional service level agreements (SLAs) target pre-determined goals and existing processes, which forces IT teams to be reactive when employees raise issues. As workplaces embrace hybrid models long-term, creating superior digital employee experiences and practicing proactive IT strategies will become even more critical to company success.

This is where experience level agreements (XLAs) have the opportunity to make a real impact. In episode six of Nexthink’s Digital Employee Experience: The New Way of Working series, Nexthink and experts will be discussing how. Join us to hear:

-What an XLA model looks like
-How businesses can use an XLA model to disrupt stagnant workflows and identify growth opportunities, without derailing current operations
-The value of shifting your IT strategy from reactive to proactive when it comes to employee experience
-How an XLA approach supports continuous service improvement
-The business impact of focusing on outcome, not output, for IT management, service owners, IT employees and end users
-Using SLAs and XLAs in combination to cover all bases, eliminating the need for “rip and replace” tactics

As Covid-19 restrictions begin to ease, Gartner estimates that by 2022, 25% of the global workforce will choose their home as their primary workplace. And with 45% of workers predicted to be working from home two to three days per week, businesses and employees alike are starting to enter the era of the hybrid workplace.
 
As they prepare to usher in this new model of working, IT teams must once again adapt, evolve, and innovate to ensure a positive, seamless Digital Employee Experience - wherever the employees are.
 
In episode 5 of ‘Digital Employee Experience: The New Way of Working’ Nexthink and guest experts will guide you through:
 
What great Digital Employee Experience in the hybrid world looks like
- Essential considerations IT leaders need to be aware of to ensure they’re creating an agile, secure and productive workplace, regardless of employees’ location
- Best practices for a seamless end-to-end Digital Employee Experience, from new employee onboarding to Help Desk support 
- Use cases that show how IT can solve the most frequent challenges of the hybrid workplace 
in order to provide a frictionless IT experience to their employees
- Why a one-size-fits-all approach is no longer optimal in the hybrid world and how to leverage a more tailored, personalized approach to IT in order to boost employee engagement

Employees aren’t reading emails, and they aren’t submitting IT tickets. In 2021, a reactive service desk is too reliant on employees to log issues, respond to tickets or change their behavior. This firefighting approach wastes time information gathering and troubleshooting, leaving no time to proactively identify issues and solve them at scale. 

When a service desk is proactive, IT can predict and resolve issues before employees notice them. But implementing a proactive strategy requires culture change and can’t be achieved overnight. 

In episode 3 of ‘Digital Employee Experience: The New Way of Working’, Nexthink and guest experts share how organizations overcome the proactive IT challenge and create a proactive service desk that solves issues faster, more efficiently and for less cost. 

Join us to learn: 
- Essential lessons businesses need to consider in their shift to a proactive service desk 
- Why proactivity and employee productivity relies on having data that is accurate and complete about users’ devices, applications, network and the experiences of the end-users themselves 
- How a proactive approach can lead to having enough information captured to support employee self-service, self-help and automated remediation process
- The business and financial benefits of a proactive approach 


Hosted by Chuck Piotrwoski - Founder, PIOT

Panelists:
- Andrew Cohen - Sr. Manager, Digital Workplace Services at Cox
- Jon Cairns -  VP Technical Services at Nexthink

[Ep.3] Proactive IT 101: Learn How to Build a Proactive Service Desk

We’re over halfway through 2021, and it is becoming increasingly clear that hybrid working is here to stay. As such, employees should be able to rely on a seamless digital experience that enables them to effortlessly collaborate with colleagues and remain productive.

Yet too often IT support is slow to solve employees’ problems and eventually these issues can go unreported, causing long term frustrations and lack of progress and innovation. In order to gain employees’ trust - and alleviate pressure on IT teams - a proactive approach is key. Like all worthwhile endeavors, the shift to a proactive IT strategy requires fundamental change, and the pathway may seem fraught with obstacles. However, with the right strategy and implementation, rapid innovation is achievable. 

In episode 4 of ‘Digital Employee Experience: The New Way of Working’, we take a dive deeper into the practical steps IT leaders can take to empower their IT teams and employees, by creating a truly proactive Service Desk.

Join us to learn: 
- How to conduct an accurate assessment of your current service management set-up that can help you build toward a proactive approach
- What to include in your proactive IT checklist that can rebuild employee relationships with the service desk
- The potential hurdles your company may face in implementing a practice ITSM strategy - and how instilling an agile mindset is the key to overcoming them
- The importance of real-time analytics in support services and how to incorporate them seamlessly

Host:
- Chuck Piotrowski - Founder, PIOT

Guest:
- Tim Flower, Global Director of Business Transformation, Nexthink

[Ep.4] The Pathway to IT Proactivity

The increasingly virtual nature of the 2021 workplace is driving a multifaceted employee experience, and there is little doubt that this dynamic and increasingly digital-first reality is requiring an agile IT service to support it. 
 
However, accommodating this new multitude of hybrid work locations and employee preferences can be challenging, especially as organizations attempt to ensure a connected workforce. Knowing exactly how to improve, streamline, and direct IT capabilities in order to deliver a reliable and seamless end user experience has never been less straightforward.
 
In episode two of Nexthink’s Digital Employee Experience: The New Way of Working series, Nexthink and experts are sharing how IT leaders can power new emerging hybrid workplaces in a way that balances the drive for productivity with superior employee experience. Join us to hear the key pillars at play in the new age of the hybrid workplace and how businesses can delight their employees. 

We’ll be sharing:
- How IT leaders can proactively foster flexible physical working environments
- Why it's crucial businesses create highly personalized and malleable employee experiences
- How to ensure service consistency across dynamic and diverse workforces and spaces
- Best practices for enhancing digital communications and meetings and the results this brings
- And more

Hosted by Chuck Piotrowski - CEO, PIOT

Guests:
- David Wilson - Sr. Director, Technology | End User Services at Silicon Valley Bank
- Rod Bridgman - Solution Consultant at Nexthink

[Ep.2] Digital Employee Experience: The Future of the Hybrid Workplace

The importance of employee experience in 2021 is dramatically greater than it’s ever been before. Fuelled by the pandemic-driven shift to remote working, priorities such as employee engagement, IT efficiency, and digital transformation today increasingly center around the digital experience. Businesses are also starting to realize that digital employee experience is the key that can unlock faster innovation and enable them to outpace their competitors. But what does superior digital employee experience actually look like in 2021, and what do businesses need to be aware of in order to deliver a flawless experience to their workforces? 
 
In episode 1 of Nexthink’s Digital Employee Experience: The New Way of Working series, we’re answering these questions. Join Nexthink and guest experts as they come together to explore what defines great digital employee experience in 2021, and how IT teams can become more proactive and employee-centric in every facet of end-user service delivery. 
 
Join us to hear:
- What great digital employee experience looks like in 2021 
- How every device interaction, every application task, every technology deployment is an opportunity for IT to either enable or disrupt the workforce 
- The surprising power of employee sentiment to help solve tough IT challenges 
- What digital employee experience metrics are most useful and actionable for improving critical outcomes 
- How digital employee experiences technology can enable end-user computing teams to anticipate and prevent problems rather than merely respond to them 
- And more

Host:
Ramesh Dontha - Host of Data Transformers 

Guests:
- Michael Applebaum - VP, Product Marketing at Nexthink
- Emily Schlick - Director, Employee Experience and Strategic Initiatives at a Fortune 500 healthcare company.

[Ep.1] Digital Employee Experience: The Key to Employee-Centric IT

When an organisation’s service management is reactive, it deals with the problem at hand. This takes resources, money, hard work - and a direct hit to its Digital Employee Experience (DEX) score. However, when IT strategy delivers a proactive service, issues can be predicted and resolved before they are even noticed by employees. 

But how do organisations successfully do this and achieve a sustainable, proactive IT strategy? In episode 3 of The Future of Employee Experience: Building The Digital Workplace, we share key steps and best practices for creating a proactive approach to service management that will increase employee productivity, satisfaction, and engagement. 

Topics of discussion will include:

- Which proactive ITSM tools can ensure you have a productive, flexible and happy workforce
- How these tools enable you to lean into a outcome focussed service management strategy as opposed to an output focussed one 
- Why proactivity and a successful DEX relies on having data that is accurate and complete about users’ devices, connectivity to IT Services and the experiences of the end users themselves
- How a proactive approach can lead to having enough information captured to support SLA reporting and planning for future improvements, leading to a happier, more empowered workforce

Staying Ahead of the Curve: Proactivity and the Digital Employee Experience

As companies become more digitised and Digital Transformation initiatives soar, organizations are handling more demands across computers, networks, applications and databases than ever before. But with this surge in demand comes a greater reliance on these systems, and with greater reliance comes the increased risk of service outages - and potentially a very unhappy workforce.

As such, achieving visibility of the IT environment and gaining an accurate perspective of what really matters to users is crucial to successful DEX. In episode 2 of The Future of Employee Experience: Building The Digital Workplace, we discuss best practices for gaining this visibility that grants a true, detailed insight into what is making or breaking great employee experience.  

Insights and topics of discussion will include:

- How to merge ITSM and ITOM practices for achieving the coveted ‘Single Pane of Glass’
- How and why the effects of complete IT environment visibility lead to minimal downtime, increased satisfaction and a greater employee experience 
- How to successfully implement visibility, define metrics and measure its impact on DEX
- How to transform MTBF, MTTR and DEX with the right ITOM and ITSM strategy

Host:
- Alex Hilton - CEO, Cloud Industry Forum

Guest experts:
- Paul Hardy - Evangelist, Chief Innovation Office, Service Now
- David D'Agostino - ITSM Practice Lead, Nexthink

The Single Pane of Glass: Real-Time Visibility & the Digital Employee Experience

The Future of Employee Experience: Building The Digital Workplace - Episode 1

The cutting-edge service desk of today is unrecognizable from previous incarnations, aligning more with hallmarks of the consumer experience–such as self-service, personalization, inclusion, and accessibility. Infused with AI and powered by automation and real-time end-user data, the service desk of 2020 has the ability to revolutionize the employee experience in a way that cannot be underestimated.
 
Predicting that service desks will increasingly become ‘experience desks’, in episode 1 of Nexthink’s The Future of Employee Experience: Building The Digital Workplace series, we take a closer look at how the reimagined service management can drive and deliver exceptional DEX, including:
 
-           How the right service management principles can enable companies to improve their incident management, problem management, and IT governance–leading to happier, more productive employees
-           How AI-powered service management can reduce the manual workload of service desk staff, as well as enable IT teams to anticipate problems rather than merely respond to them
-           How reimagined service management can improve relationships across teams and functions and increase employee experience sentiment

Reimagined Service Management: Revolutionizing Digital Employee Experience

The enterprise end-user base is vast, complex, and ever changing. IT organizations have traditionally relied on anecdotes and guesswork when it comes to understanding and segmenting these internal customers. Without meaningful personas, IT cannot effectively support their employees' unique needs and their credibility as a business partner to the rest of the organization suffers.

Persona Insight: Driving the Intelligent Personalization of IT

Digital Experience

Personalization

Enterprise IT

Segmentation

Employee Engagement

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Persona Insight: Driving the Intelligent Personalization of IT

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