We understand that this latest Gartner® report explores how organisations are now prioritising their investment and efforts in the digital employee experience, following the growth and maturity of their digital workplace. With increasing complexity and risk, organisations must build visibility, predictability and resilience to ensure end-user service leaders are future-ready.
Transition from IT-centric to human-centric
We’re in a moment of transition for organisations. To truly realise the benefits of investing in your digital workplace, you must take a people-centric approach. But what does this really mean?
Digital friction is making it increasingly difficult for colleagues to get their jobs done. This impacts engagement and retention (employees are more than twice as likely to look for a new position externally), and makes it harder to define how digital tools support business goals and the employee experience.
From our understanding, this report explores how the ROI from new digital workplace technologies, such as generative AI (GenAI), is difficult to quantify without significant investment to help employees fully adopt and realise the benefits of the technology.
To respond, IT functions must be ‘colleague-obsessed’ and design experiences that meet their needs. End user teams must understand that implementation is not the end of their engagement—delivery teams must act as a continuous partner. They should promote new ways of working, proactively optimise user experience, and understand what’s next to truly realise benefits for the business and their colleagues.
This report explores:
- A human-centric approach to IT, by focusing on and prioritising the digital employee experience
- A resilient digital workplace that is better prepared for future technology crises and major incidents
- Central management of the SaaS portfolio to address the challenges of limited visibility, overspending, elevated risk and contract sprawl
- Data-driven decision making to optimise the life span of devices without compromising the digital employee experience
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“…digital workplaces measuring and reporting on digital employee experience (DEX) metrics are 1.7 times more likely to gain executive support and commitment”.
Source: Gartner, Predicts 2025: Transform End-User Services Into a Predictive and Resilient Digital Workplace, 19 February 2025, by Lina Al Dana, Dan Wilson, Erin Pierre, Tom Cipolla, Stuart Downes, Sunil Kumar.
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