What Digital Employee Experience Actually Means
The term covers two different things, and conflating them is why most programmes measure devices and change nothing.
Foundations
What it means
The industry measures the device and calls it experience. The gap between those is what this collection is about.
6 notes
What the Agent Sees and What It Misses
A specific list of what endpoint telemetry captures, and the much longer list of what happens outside its view.
Friction: the Thing You Are Actually Measuring
A usable definition, the four kinds, and why naming them changes what a programme looks for.
Why Most Friction Is Not Technical
The uncomfortable finding in every organisation that looks properly, and what follows from it.
The Question to Ask Before Buying Anything
Programmes usually start with a platform demonstration. Starting with the question produces a smaller programme that changes something.
When You Do Not Need a Platform
Several of the highest-return findings in this field cost nothing to discover. Recognising which ones saves a procurement.