Infosys TechCompass

Digital employee experience management

Trend 17: Workplace transforms toward unified DEX

This approach measures experience metrics across the enterprise by capturing, correlating, and interpreting real-time data from end-user tools, systems, and processes. The respective metrics of each experience indicator combine to form the eventual XLAs scorecard, visualized via XLA dashboards. These dashboards provide immediate insights into daily and weekly experience scores, highlighting end-user friction points and problem areas.

For a large UK-based consumer goods company, Infosys has built an end-user experience management dashboard. This dashboard aggregates and correlates data from DEX, Microsoft 365 Analytics, ServiceNow, Happy Signals, HR IT, and enterprise systems, utilizing an analytics engine, data lakes, and APIs. It enables experience measurement, insights, and remedial actions to elevate employee experiences.

Digital employee experience management

Trend 18: Integrated experience management becomes increasingly relevant

Creating and driving better workplace experiences is a collective organizational responsibility. This critical task impacts each employee and requires unified ownership and accountability to align everyone with a shared vision, priorities, and experience language. The experience management office (XMO) is increasingly relevant in shaping a human-centric future workplace. It comprises dedicated individuals who oversee and drive the digital workplace experience. The XMO helps organizations achieve their objectives through:

  • Strategy and governance: Owning, managing, aligning, and reporting on the overall workplace experience. It drives integrated experience initiatives and programs.
  • Measurement: Continuously collecting, monitoring, and managing data to measure performance against experience level agreements (XLAs), assessing solution efficacy, and identifying pain points.
  • Insights and actions: Interpreting data to identify challenges and prescribing actions for project and service teams.

The XMO ensures a cohesive approach to experience management, fostering a more engaged and productive workforce in today’s digital era.