VMware Introduces Comprehensive DEX Solution to Optimize Employee Experiences

As the importance of exceptional employee experiences continues to grow, organizations are increasingly turning to Digital Employee Experience (DEX) technology. This technology not only enables companies to provide great employee experiences but also empowers IT teams to work more efficiently, resulting in tangible cost savings. Recognizing the need for a unified approach in the fragmented DEX solutions landscape, VMware, Inc. (NYSE: VMW) is proud to announce four unique enhancements to its comprehensive DEX solution. These enhancements include the general availability of DEX for 3rd party managed devices, DEX for VMware Horizon, AI-driven Guided Root Cause Analysis (RCA), and an intent to expand Workspace ONE ITSM Connector for ServiceNow support of available remediation actions. These innovations further VMware’s commitment to delivering the only holistic DEX solution, which not only increases productivity but also provides faster issue remediation, enabling higher employee engagement.

Shankar Iyer, Senior Vice President and General Manager, End-User Computing, VMware, emphasized the significance of prioritizing technology that enables IT teams to resolve issues faster and prevent them from occurring in the first place. He stated, “VMware’s comprehensive DEX solution uses automation to enable IT teams with data-driven insights that enable improved efficiency and great experiences for employees. Organizations across industries are struggling to keep up with the increased IT incidents and growing employee turnover rates as they navigate the new challenges brought on by hybrid work.”

VMware’s DEX solution progresses by unifying employee experience measurement across all endpoints, whether physical or virtual, and regardless of whether they are managed by VMware or third-party providers. Today, VMware announced the general availability of its Digital Employee Experience Management (DEEM) solution for Windows devices managed by third-party solutions. With this update, VMware’s complete DEX offering, including Intelligent Hub, DEEM, and Assist, is now available for these devices. This flexibility allows customers to deploy and expand their DEX solution even if they have standardized on other management solutions.

For customers looking to extend measurement to virtual apps and desktops, VMware also announced the general availability of DEEM for VMware Horizon. This enables customers to measure and analyze end-user experiences using Horizon virtual apps and desktops, bringing together network performance, log-on time, and virtual machine (VM) performance. Automated notifications will proactively alert IT teams if the experience score for Horizon changes, enabling more efficient resolution of issues that impact employee productivity when using the Horizon platform for work.

To achieve a seamless employee experience, it is crucial to not only deliver experiences but also remediate any issues that arise. VMware offers a comprehensive DEX solution that creates a closed loop cycle, allowing IT teams to proactively resolve issues and continuously improve employee experiences. With the award-winning unified endpoint management capabilities of VMware Workspace ONE, customers have access to a broad range of remediation capabilities. By extending the same experience data viewed by IT teams in Workspace ONE into ServiceNow via VMware’s ITSM Connector, service desk teams can troubleshoot and resolve issues more efficiently. VMware has also introduced experience scoring, an expanded set of unified endpoint management actions, and the ability to trigger workflows created by IT teams in VMware Freestyle Orchestrator through further innovations to ITSM Connector. Leveraging experience scores, the service desk can proactively resolve potential issues impacting a user before they escalate, resulting in improved workflow and decreased troubleshooting and resolution time.

IT teams are expected to achieve more with fewer resources, and VMware’s DEX offerings empower them through insights, AI-driven Guided Root Cause Analysis (RCA), and automation. With AI-driven insights, IT organizations gain immediate visibility into issues impacting employee productivity by utilizing statistical machine learning models that automatically detect and score anomalies in experience. Guided RCA, now generally available, employs AI to identify the likely root cause of an issue and provides an associated confidence score, reducing the time and effort required for problem identification. Integrated automation workflows enable the implementation of appropriate remediation actions, scaling issue resolution and facilitating proactive employee notification.

VMware’s DEX solution has already demonstrated tangible return on investment (ROI) through data-driven experience management. By adopting a proactive, data-driven IT approach, VMware’s IT organization has experienced a 35% reduction in mean time to resolution of support issues on average over the past six months, resulting in valuable time savings and increased employee productivity.

Pam Cocca, Vice President, IT Colleague Experience and Technology at VMware, highlighted the positive outcomes achieved through the use of DEX. She stated, “Not only has this saved engineering hours in resolving issues faster and at scale, but it has created colleague confidence in our IT organization. Using DEEM for insights and proactive support, VMware IT has realized, on average, a 35% reduction in mean time to resolution of support issues over the past six months. This saves valuable IT time and returns employees to productivity quicker.”

With these enhancements, VMware continues to empower organizations with a comprehensive DEX solution that streamlines IT operations, improves employee experiences, and drives business productivity in the era of hybrid work.

13 June 2023