Digital employee experience
Organizations are aware of the problem. Four out of five IT professionals (81%) indicate that they are focusing (to a reasonable extent) on improving the digital experience in their organization. The most emphasis is placed on cloud-based collaboration tools such as Microsoft Teams or Google Workspace (42%). However, AI support such as chatbots that answer questions (35%), self-service portals (34%), and learning and development platforms (34%) are also measures that IT professionals take to improve the digital experience of colleagues.
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Breaking down silos
However, technology alone is not enough. A crucial factor remains underexposed: collaboration between departments. No less than 69 percent of IT professionals believe that IT issues would be resolved faster if departments could find each other better. For example, IT professionals see a gap between their IT department and the organization's management. Almost one in five IT professionals (15%) finds it difficult to collaborate with them. This may be because the majority (57%) also believes that management does not understand the complexity of IT.
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Max Veenhof, business consultant at TOPdesk: 'IT is now one of the biggest pillars of organizational productivity. The fact that half of the organizations still experience weekly disruptions is a company-wide risk. Negative IT experiences undermine productivity, job satisfaction, and the ability to retain experienced employees. The solution lies not only in providing the right tools but also in integrating IT into the organizational strategy. Management does not need to be an IT expert but must recognize that the IT infrastructure is a driving force behind employee job satisfaction. Otherwise, IT will continue to be seen as a cost rather than an important factor for organizational success.'
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