Any big change must be implemented because you have identified a specific purpose for it and have determined that it is needed, not because you are just keeping up with a trend or think it is the “right thing to do.”

Big changes like experience management is not just about implementing new technologies or putting in place new processes. Rather, they require a complete change in culture for them to actually work and be successful.

Improving experience management will necessitate improvements in technology and in the way it is accessed and maintained. These, in turn, can increase IT costs (due to improvements). But don’t worry since those costs will be outweighed by the additional business value derived from enhanced DEX in the form of satisfied employees.

Don’t rely only on your own definition of excellent experience. Ask others in the management team about it, too, and involve the employees themselves in the process. Ask them to define it for you.

Real employee experience improvement will take time, especially since it necessitates a cultural change.

Create an employee experience baseline from which to assess improvements and achievements as soon as possible

Focus on “quick wins” to provide early successes and motivation (and potentially funding) for further employee experience investment. When you see success early, you are more likely to go with the process and try to maximise it further.

Download this E-book to discover how your business can improve its digital employee experience through SymphonyAI Summit’s IT Service Management capabilities.