Why Digital Employee Experience Is theCornerstone of Modern IT Strategy

Eliana Nkembo

Marketing Operations Manager

Been working in marketing for x amount of years - text text text

Think of DEX as the digital version of your office environment: if your chair is broken, the lights flicker, and the lift is out of order — you’re not going to be your best self. That’s exactly how it feels when technology doesn’t keep up. At ViadexOne, we believe DEX isn’t just an IT concern — it’s a business-critical enabler of productivity, culture, and innovation.

What Is Digital Employee Experience (DEX)?

Think of DEX as the digital equivalent of your office space. If the lighting is poor, the
coffee machine’s broken, and the lifts constantly glitch, morale suffers. The same thing
happens in the digital workspace when applications lag, logins fail, or service desks
don’t respond quickly enough.

DEX is the sum of every interaction your employees have with technology — and how
those interactions shape their ability to perform, collaborate, and thrive.

COVID Changed Work — DEX Is the Response

The pandemic didn’t just change where we work — it changed how we work. Hybrid and
remote work models have become permanent. The digital workspace has replaced the
physical one. Now, every meeting, task, and collaboration happens across screens,
apps, and networks.

Organisations that fail to deliver consistent, intuitive digital experiences are losing
ground. Employees are quicker to disengage — or leave — when friction becomes part
of their daily experience.

What the Market Is Saying

According to Gartner’s 2024 Magic Quadrant for DEX Tools, more organisations are
recognising DEX as an enterprise priority. The report highlights the need for tools that
provide real-time visibility, proactive issue resolution, and end-user feedback loops —
shifting IT from reactive support to strategic experience management.

This shift aligns perfectly with our approach at ViadexOne — and is why we’ve partnered
with one of the standout leaders in this space, Nexthink, recognised by Gartner for its
ability to execute and completeness of vision in the DEX category.

ViadexOne + Nexthink: Trusted DEX Leadership

As a ViadexOne client, you benefit from our strategic partnership with Nexthink, a
Gartner-recognised leader in DEX.

This means you’re not only getting world-class IT expertise — you’re supported by a
proven platform at the forefront of digital experience innovation.

Together, we help your IT teams:

• See what employees are experiencing in real time
• Resolve issues before they impact productivity
• Capture insights from real user sentiment
• Drive IT decisions based on data, not assumptions

This results in fewer tickets, less guesswork, and a workplace your people actually want
to engage with.

Honeywell used Nexthink to monitor digital experience during a major acquisition. The
result? Better visibility, faster integration, and smarter tech decisions — without
overspending or guesswork.

“We didn’t have to swap out infrastructure unnecessarily. Nexthink showed us that our
newly acquired teams were already getting a good experience — and where we did need
to invest.”
— IT Leader, Honeywell (via Nexthink Case Study)

Why DEX Matters Now More Than Ever

A strong DEX strategy leads to:

• Higher productivity
• Faster technology adoption
• Greater employee satisfaction and retention
• Lower IT costs and fewer disruptions

It’s not just about devices and dashboards. It’s about ensuring technology empowers
people — not frustrates them.

A Global DEX Strategy That Scales With You

Whether you’re expanding through acquisitions, managing distributed teams, or
modernising legacy systems, your digital experience must be:

• Consistent across regions
• Resilient under pressure
• Insight-driven at every layer of your tech stack

That’s where ViadexOne excels. Backed by Fulcrum IT Partners, we combine global
scale with local expertise to help your organisation stay agile, aligned, and employee
focused — wherever you operate.