Read the original German version of this article on it-daily.net: Mobile DEX: Das digitale Arbeitsumfeld der Zukunft (it-daily.net)
In today’s digital world, many people rely on mobile devices to get their work done – be it in finance, healthcare or the public sector. In response to this development, more and more companies in various industries are providing their employees with their own mobile devices. It’s not just about getting the job done, but also about giving employees a better digital experience. This Mobile Digital Employee Experience Management, or DEX for short, is a fundamental step on the way to a first-class digital experience for employees. Gartner estimates that companies will spend 61.5 billion US dollars on mobile devices in 2024, an increase of 1.4 % compared to 2023. Gartner also expects companies to purchase 155 million mobile devices in 2024, including phones and tablets.
Mobile DEX – a blind spot?
DEX is currently a big topic. Observability providers advertise their ability to proactively identify and solve employee problems. They collect telemetry data on the performance and use of devices and applications and combine this with employees’ opinions, experiences and contextual data. They then use AI- or ML-powered techniques to gain insights into better performance and behavioral changes.
Most of these providers only focus on DEX for employees using laptops, PCs or thin-client devices, but are not able to ensure good mobile DEX as well. With 155 million mobile devices in use, this is a significant blind spot. Especially because these mobile users act as contact points – they are the ones who communicate directly with customers, patients or citizens. So if the IT department doesn’t have an overview of their mobile DEX, they can’t know if issues are impacting revenue, productivity, satisfaction or even healthcare outcomes.
Mobile DEX for company-owned Android and iOS devices
A poor digital experience has a negative impact on productivity and customer service. IT teams are responsible for the digital experience of employees who rely on mobile devices, as well as those who use laptops and PCs. Yet they lack visibility to proactively identify and resolve issues that affect the full range of mobile apps and devices used by employees. With
a unified view of the actual employee experience across enterprise apps from all device types, a solution, can be created. By identifying issues with the digital experience on mobile apps and devices running Android and iOS operating systems, organizations can take targeted action to improve employee productivity, customer service and business outcomes.
Looking ahead
Mobile DEX is becoming increasingly important, especially with regard to the next generation of employees. ‘Digital natives’ have grown up with mobile devices and as such have high expectations of the digital experience in the workplace. Companies need to prioritize investments in mobile DEX and empower IT teams to improve the digital workplace in order to attract this younger generation and achieve sustainable growth.
