Roundtable

Jacob Khesa, Bidvest Bank

It’s ironic that the workplace is often not well suited to work. Other than colleagues talking loudly on the phone, it can be a battle to log a ticket with the IT department, which, in large organisations, can be run off their feet dealing with hundreds of incidents every day. The digital employee experience (DEX) is now a metric that can be tracked, and the market for these platforms has surged as businesses try to modernise their IT service management. 

The traditional approach has been a reactive one: a problem crops up, like Teams taking too long to start. A ticket will be logged, and an IT service agent will, eventually, try to solve the problem, hopefully remotely. A predictive approach will see the IT service team remediate an issue before it happens. And every time a computer or application fails, it creates friction for the employee. Global surveys show that around half of hybrid workers say inadequate or slow digital tools are a source of workplace frustration.