Three million users and counting: Managing digital employee experience
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Six recommendations on how to manage digital employee experience from one of the largest MSPs in the world, ATOS
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Three million users and counting: Managing digital employee experience
- 1. James McMahon Head of Digital Workplace ATOS Three Million Users and Counting: Managing Digital Employee Experience
- 2. 110,000 employees €11bn revenue Digital workplace is a strategic offering Leader in digital workplace services Supporting > 3m users worldwide MSP partner with Nexthink > 500k devices Introduction
- 3. The context User perception = reality… Traditional SLAs are meaningless… Reactive, not proactive or predictive… Support teams are blind Decisions are made without data… Automation can be hard to do at scale! “85% of employees worldwide are disengaged and/or unhappy at work.” (Gallup)
- 4. The digital workplace scope Employee Engagement Purpose&Meaning Employee Experience Organisation Success Performance & Profitability Customer & Employee Satisfaction Corporate image Places People Platforms
- 5. Six recommendations to manage digital employee experience
- 6. 1. Embrace a new approach: it’s a mindset shift…
- 7. 2. Start measuring, and implement XLAs
- 8. 3. Fully Integrate Nexthink Channels + bots Data Science XLA Automation
- 10. 5. Report outcomes, moments & stories Min. €1.5m a year potential savings avoiding lost productivity due to IT. Saving 1,000 hours a month troubleshooting & non-productive time. (10 min. per case) 60% response rate to in service realtime ratings. Potential >€1m a year license use saving and optimisation. €0.2m a month savings in power. Potential €0.5m a month savings in underused devices. 25% increase in DEX scores in <6 months.
- 12. The bigger picture… Employee Wellbeing Customer Satisfaction Digital Inclusion Digital Workplace
- 13. What does Good GREAT look like for our customers? Nexthink fully deployed on all devices A delivery organisation shaped around experience Joint buy-in, with shared pain and success Perception = Reality!
- 14. Thank you