Digital Employee Experience (DEX) Is Not A Tool – It’s A Perception

Digital employee experience (DEX) is essential to anywhere-work success.

Our recent Anywhere-work report revealed that 66% of enterprise leaders plan to pursue hybrid or fully remote workplace models. With many employees continuing to rely heavily on technology to connect them to their company’s culture, coworkers, and customers from outside the traditional office, the importance of digital employee experience (DEX) will only grow. 

At Forrester we’ve noticed an uptick in the usage of the term “digital employee experience” from both enterprise customers and vendors.

But what is DEX, exactly?  

In our hundreds of inquiries and briefings with end user companies and vendors each year, and we’ve found no shortage of DEX definitions. Some common ones include:  

  • Tools that help measure the technology experience on endpoints, apps, and other IT services  
  • Platforms that serve as a central place for employees to collaborate and communicate with colleagues  
  • An alternative name for a corporate Intranet  
  • Human resources tools that cover many capabilities, from learning, to recognition, to pay and benefits  
  • A new type of strategy designed to help improve employee tech experience  

Unfortunately, these definitions miss the mark. DEX is neither a tool, platform, nor a strategy. In our new report, “The Rise of Digital EX Teams”, we offer another perspective on what DEX. We define it as:   

“The sum of all the perceptions that employees have about working with the technology they use to complete their daily work and manage their relationship with their employer across the lifecycle of their employment”  

If every interaction a customer has with your company can impact customer experience, then every interaction an employee has working with your company’s technologies or processes can potentially impact their experience. DEX is not a single tool or strategy—it’s an employee’s perception of how an ecosystem of technologies, processes, and policy choices either improve or degrade their work experience. 

So, if every technology interaction impacts DEX, how can organizations improve it?  

Our research with dozens of end user companies and technology vendors revealed that DEX improvement requires stakeholders from across IT, HR, facilities, and other departments to adopt a new, cross-functional approach. In this new report, we offer guidance on how to get started with your own DEX team, along with the key roles, technologies, and processes you need to adopt now to begin your DEX journey.  

Of course, these aren’t the only DEX resources we have available. We’re also deep-diving into specific technologies categories essential for addressing DEX.  Check out the following reports to learn more:  

Five Trends Shaping Intranet And Employee Communication Technologies In 2022 To 2023”  

Now Tech: End-User Experience Management, Q2 2022”  

Role-Profile: Digital Workplace Experience Analyst”  

If you’d like to learn more or get help crafting a DEX strategy, reach out to [email protected] to schedule a call with Andrew and Cheryl.  

We’re also currently conducting interviews for an upcoming Digital Workplace Strategy report. If you’re interested in participating, please reach out to Chris Langlois ([email protected]).  

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