The 2024 ISG Provider Lens Future of Work – Services report highlights a growing trend among organizations in Germany to invest in Digital Employee Experience (DEX). This research by Information Services Group (ISG) emphasizes the importance of enhancing workplace satisfaction and productivity through advanced tools and services tailored to meet employee needs.
Key Insights from the ISG Report
- Increasing Investments in DEX
- Organizations are prioritizing investments in DEX to provide employees with rewarding work experiences.
- Tools with smarter features enable continuous feedback, allowing employees to voice their needs effectively.
- Employee Challenges and Employer Response
- A significant portion of employees, around 50%, report struggling with their workload’s pace and volume.
- Many employees are exploring AI tools for assistance but hesitate to admit it due to concerns about their professional image. Employers are addressing this by providing platforms that enhance productivity and reduce anxiety.
- Modern DEX Management
- The emerging approach to DEX focuses on employee motivation rather than mere technical solutions.
- Unlike earlier transactional systems, modern DEX tools utilize AI to preemptively resolve issues, reducing the frequency of problems employees face.
- Intelligent Automation and Proactive Maintenance
- Intelligent automation of work processes can significantly diminish employee complaints.
- Technologies like digital experience monitoring (DEM), unified endpoint management (UEM), and IT asset management (ITAM) enable proactive support and self-healing processes, resulting in measurable benefits.
- Measurable Outcomes
- Implementing effective DEX strategies leads to reduced employee frustration, improved job satisfaction, higher morale, and increased engagement levels.
Sustainability and DEX Improvement
Sustainability goals are increasingly viewed as integral to enhancing DEX. Global systems integrators and managed service providers are showcasing how their solutions help organizations optimize resources, enhance energy efficiency, and minimize carbon footprints.
Evaluating DEX Providers in Germany
The ISG report assesses 38 providers across five quadrants, recognizing leaders in various categories:
- Leaders Across All Quadrants: Bechtle, Capgemini, Infosys
- Leaders in Four Quadrants: Accenture, Computacenter, DXC Technology, HCLTech, TCS, Unisys, Wipro
- Leaders in Three Quadrants: Deutsche Telekom
- Leaders in Two Quadrants: Atos, CANCOM, Deloitte
- Rising Stars: Campana Schott, NTT Data, Tech Mahindra, Wipro (one quadrant each)
HCLTech stands out as the 2024 global ISG CX Star Performer, achieving the highest customer satisfaction scores in ISG’s Voice of the Customer survey.
As German organizations increasingly recognize the value of Digital Employee Experience, they are adopting innovative solutions that address employee needs and sustainability goals. The report emphasizes the importance of a well-defined DEX strategy to enhance employee satisfaction and productivity, driving overall organizational success.
