Customers, partners, and VMware experts gathered at VMware Explore in Las Vegas to discuss the future of technology, including how organizations can continue their journey to fully enable a hybrid workforce. Digital employee experience (DEX) was top of mind for many attendees, and we covered DEX in five sessions within the Hybrid Workforce track. DEX was also a common topic on the Expo floor, where attendees were able to engage directly with our Workspace ONE Digital Employee Experience team to learn about the impact Workspace ONE can have on organizations.
If you were not able to attend the event live, all sessions are available in the VMware Explore Video Library, free and on demand. Read on for a summary of DEX announcements at the event, key takeaways from the sessions, and hot topics from demo booth visitors.
DEX announcements from Explore
The VMware Workspace ONE Digital Employee Experience team announced significant improvements to the platform’s analytics and remediation capabilities, giving organizations even more control and insight into their environment:
Synthetic testing
Give your IT teams the tools they need to be proactive in solving potential problems. New synthetic testing capabilities within the solution can detect issues or outages before users experience them. Communicate with affected employees and automate the remediation of upcoming challenges to reduce incoming tickets for expected outages.
AI-driven anomaly detection
Anomaly detection (powered by Insights) informs IT admins of issues in their environment that impact end-user experience and productivity. Now, an expanded set of out-of-the-box insights are available across more data sources (including Workspace ONE Unified Endpoint Management, Access, Horizon, and experience management data on first and third-party managed devices) that enables measurement on dynamic thresholds while also accounting for seasonality.
Remediation playbooks
IT teams can now create Playbooks, step-by-step instructions to fix top issues and assign them to incidents. The playbooks include Workspace ONE Freestyle Orchestrator automations and UEM actions, further accelerating the remediation of ticketed issues. Success rates of playbooks are tracked over time, allowing for continuous improvement and automation of recurring remediations to save time for IT teams. Playbooks are currently available in beta.
Key takeaways from DEX breakout sessions
Although we covered many significant topics during Explore, we left the conference with three top-of-mind takeaways from our breakout sessions. Read our session summaries and then watch the on-demand recordings for even more insights.
Artificial intelligence and automation are critical capabilities
Organizations are dealing with increasingly complex environments because of the need to analyze more data from more endpoints. To overcome the growing workload — which does not always come with a growing budget — organizations need to leverage artificial intelligence (AI) and automation in tandem with advanced analytics capabilities. The “Digital Employee Experience Decoded: What Is It, and Why Should You Care [EUSB2722LV]” session shared real customer use cases as examples of how a true holistic approach to DEX can amplify the outcomes, compared to a piecemeal approach.
In “Improve Digital Experience and Lower Costs with AI, Analytics and Automation [EUSB2725LV],” our speakers brought in VMware IT experts to share how DEX enabled them to measure digital delivery, improve the employee experience with AI-driven insights and recommendations, and remediate at scale with automation. All this was possible while also shifting to a more proactive approach and improving employee satisfaction and productivity, thanks to AI and automation
The helpdesk needs help!
Helpdesk operations and IT support infrastructure are not built to remediate tickets at the rate they are submitted in today’s environment. The amount of device types, working locations, and network variability all create higher rates of ticket submissions while complicating remediation steps. “Supercharge Your Service Desk: How to Accelerate Issue Remediation [EUSB2724LV]” took the audience through a series of examples that demonstrated how Workspace ONE tools can help the helpdesk. Integrations with ticket management systems, self-service and remote support options, and automated workflows were a few of the highlighted capabilities of Workspace ONE DEX.
Everyone is an “end user” of digital employee experience
It’s digital employee experience, with an emphasis on employees. Workspace ONE DEX is a solution that touches everyone in an organization, including contractors, frontline workers, and IT admins. Each user group stands to gain different benefits from a holistic DEX strategy. “Maximize Employee Engagement: Strategies to Empower Your End Users [EUSB2723LV]” focused on demonstrating that claim across personas: a doctor in their day-to-day rounds, an IT manager at a warehouse with frontline workers, and a newly hired high-tech employee going through onboarding. These demos showed the impact that DEX can have across an organization and gave the audience a live look within the Workspace ONE console.
“How to Leverage DEX Tools to Optimize Your Frontline Business [EUSB2726LV]” expanded on the frontline use case by sharing how a global retail customer was able to use Workspace ONE DEX to empower shift-based workers across their organization and supported them with our help desk functionalities.
Successes from the Expo Hall
Workspace ONE was well-represented in the Venetian Expo Hall, including a demo booth staffed by DEXperts ready to show attendees the Digital Employee Experience solution in action. Throughout the event, artificial intelligence, automation, and device experience were consistent topics of discussions for visitors to the booth. Conversations heavily focused on how those functionalities could improve operations at the service desk and resolve issues for their end users faster. It is clear that the session messages made an impact, as visitors were armed with knowledge and great questions for the booth staffers.
Overall, it was a terrific event where everyone in attendance learned, networked, and collaborated with a shared mission of pushing enterprise technology forward with innovation.
Resources
To help you along your digital transformation journey, here are some important resources where you can find further details about our exciting announcements, comprehensive content from Explore, and technical resources for deeper research into Workspace ONE Digital Employee Experience.
What’s New with Digital Employee Experience: Announcements from VMware Explore 2023 Las Vegas
Workspace ONE Tech Zone DEX Architecture
VMware Explore 2023 Video Library
All VMware Explore 2023 Las Vegas EUC blogs
For more VMware Explore news, see our VMware Explore 2023 Anywhere Workspace, Workspace ONE, and Horizon announcement overview and all the articles in our VMware Explore 2023 category.
