We’ve talked to a lot of people about their company’s digital employee experience the past few years – from C-suite executives and board members looking to make sure they’re doing what they can to make work lives better and retain staff, to the actual CIOs and IT managers tasked with changing and improving their employees’ workplace experience. We’ve even heard from employees on the front lines every day about what works and what doesn’t at their companies.

In order for employees to get their jobs done in today’s world, they are relying on IT departments to deliver and support more complex and diverse technologies than ever before. It seems like every employee has their own preferred workflow that is supported by a specific data set, program, app or device, and IT is expected to understand and support them all.

You’re losing time every day — time that your employees could spend focusing on critical tasks, solving persistent problems or innovating new ideas. Instead, they’re fighting with technology, struggling to make devices and services perform as they should. As noted by Information Age, the average U.K. worker loses more than nine days per year due to technology trouble.

The 1980s was a period that set the ball rolling for many aspects of the technology that we are using today. Personal computers, such as the BBC Micro and similar devices, introduced the world in general to the power and potential of IT – a capability that has grown massively in sophistication and capability, to the point that it has become fundamental to many aspects of life at work and at home.

In recent years, IT professionals have been progressively realizing that successful IT strategies actually depend on a simple question: who? Indeed, for once, instead of asking “what” or “how much,” they are shifting their focus towards the people ultimately impacted by IT decision making – their employees.

“What??? Fully end of life by April, you say? As in, ‘in-six-weeks’ April? Well, there go my weekends for a while. When will we ever get this right?” We’ve all been there at some point, completely under water, late on key projects, having to fight to get our SLA and security KPIs green and completely forget that time is running and now, again, core components are nearing their end of life. Here at Nexthink, we don’t want you to have to go through that.

As we reach the midpoint of the first quarter, we wanted to take a moment to look back on the past year – and thank our customers and employees for helping make it such a great one!

The top priority for Express Scripts’ end-user experience (EUE) team is to improve the technology experience for employees; they’re both our end users and our customers. But how do we know where to focus to improve the experience? Our users tell us!

Unless end users (EUs) are directly prevented from using applications, they are unlikely to report IT anomalies or malfunctions; it’s much easier to restart a program or click “x” to make the error message disappear than submitting a ticket. Every day, employees settle for small IT glitches which never go reported, giving IT departments the perception of smooth service delivery while, in reality, EUs are experiencing constant obstacles and frustration.

Better employee experience drives better business outcomes1. The result? Technology is no longer the driving force of IT — instead, the end-users’ digital experience is the key to unlocking business value and driving ROI. The challenge? Mending the gap between traditional metric-based monitoring and the need for real-time, contextual data about the end-user experience. Here’s how to get started.