Best Practices for Digital Employee Experience (DEX) Tool Deployment

I see it every day in my work with customers: the importance of digital employee experience (DEX) as a fundamental part of a highly functioning business. DEX is no longer a perk or an afterthought. It’s rapidly becoming a core strategic element, and, by extension, top DEX software tools are becoming essential components of digital workplace management.

According to Gartner®, “By 2026, 50% of digital workplace leaders will have established a DEX strategy and tool, up from 30% in 2024.”[1] However, we believe that establishing a strategy and securing a tool is only part of the equation. Experience has taught me that you need the right strategy and tool, as well as the bandwidth and knowledge to fully implement it, particularly beyond the initial implementation phase.

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Between insufficient strategy, ineffective tool selection, and/or lack of optimization, DEX software deployment can go wrong in many ways, and it’s no wonder many organizations struggle with it despite their best intentions.

Having worked with numerous organizations on deploying their DEX management tools, I’ve observed firsthand what separates successful implementations from disappointing ones. The difference is rarely about the technology itself but rather how organizations approach deployment, adoption, and ongoing optimization.

The Strategic Value of DEX Management Tools

It’s not difficult to make a strong business case for DEX software, as the value extends far beyond IT metrics. While reducing tickets and support costs creates immediate value, the most successful organizations recognize that digital employee experience is a strategic investment that delivers wide-ranging benefits—that is, if you choose the right benefits:

For IT Teams

Real-time visibility: Comprehensive monitoring data enables near real-time issue detection
Automated remediation: Proactive resolution of issues, ideally before they impact productivity
Reduced support burden: Fewer tickets and shorter resolution times
Enhanced security posture: Improved patch management and vulnerability management

For Employees

Seamless productivity: Fewer disruptions and faster issue resolution keep employees in their workflow
Consistent experience: The best tools deliver high-quality, consistent performance across devices and applications
Reduced digital friction: Less time wasted navigating technology challenges
Greater workplace satisfaction: Technology that enables rather than hinders work

For the Business

Reduced operational costs: Lower IT cost per employee through optimization
Improved talent retention: Better end-user experience contribute to employee satisfaction
Enhanced sustainability: Extended device lifecycles, achieve sustainability goals, and reduced unnecessary refreshes
Better resource allocation: Right-sized IT investments based on actual usage data

Critical Success Factors for DEX Software Deployment

Let’s get down to why we’re here: Best practices. I’ve identified several key factors that consistently differentiate successful deployments from those that struggle to deliver sustained value.

1. Establish Clear Business-Aligned Objectives

Organizations that deliver the strongest ROI begin with clearly defined objectives that align with broader business goals. This requires looking beyond IT-centric metrics to understand how improved digital experiences support strategic business priorities.

For example, rather than focusing solely on reducing ticket volume, tie DEX initiatives to business outcomes like employee productivity, operational efficiency, or sustainability targets. Gartner warns that “through 2027, 80% of the DEX tool deployments that account for only IT-focused use cases will fail to achieve a sustainable ROI.”[2]

Action step: Document 3-5 specific business outcomes your DEX implementation will support, with metrics for measuring success in business terms.

2. Deploy for Automated Remediation, Not Just Monitoring

Perhaps the most common mistake I see is that organizations treat digital employee experience tools solely as IT monitoring tools. The highest-performing deployments prioritize automated remediation capabilities and allow support teams to resolve issues quickly—or, ideally, prevent them entirely.

This means providing DEX platform access to first-, second-, and third-line support engineers, not just IT managers and analysts. It requires a fundamental shift from reactive to proactive support models, something we believe Gartner emphasizes when recommending organizations “transform the IT operations culture to include proactive support by integrating with and modifying processes and procedures, measurements and performance goals.” [3]

Action step: Evaluate your current support model and identify specific workflows where digital employee experience tools can enable proactive problem resolution.

3. Establish a Centralized DEX Function

Successful DEX software implementations typically establish a centralized function responsible for strategy, deployment, and ongoing optimization. This team needs to blend technical expertise with the ability to communicate value in business terms.

Gartner recommends “creating an environment for successful DEX tool deployment by establishing a centralized DEX function and upskilling resources to fulfill DEX engineer responsibilities.[4]” This requires developing new skills that may not exist in traditional IT operations and support roles.

Action step: Define the skills needed for your DEX team and identify whether you’ll develop these internally, hire new talent, or partner with external specialists.

4. Build a Phased Deployment Roadmap

Rather than attempting to implement everything simultaneously, successful organizations first develop a structured roadmap prioritizing high-impact, low-effort capabilities. This builds momentum and helps secure ongoing support from stakeholders.

This sequenced approach prevents initiative fatigue and allows teams to learn and adjust as they go.

Action step: Create a tiered implementation plan that categorizes features as immediate priorities, medium-term additions, or longer-term capabilities.

5. Invest in Stakeholder Engagement and Change Management

Perhaps no factor is more critical to sustained DEX software value than comprehensive stakeholder engagement and change management.

Key stakeholders typically include:

IT Support Teams who will actively use the tools daily
Security and Compliance to ensure controls are appropriately balanced with end-user experience
HR and Internal Communications will help articulate value to employees
Business Unit Leaders will align with specific departmental needs
Finance can validate ROI models and support ongoing investment
Sustainability Teams can leverage DEX data for environmental initiatives

Action step: Develop a stakeholder map identifying key influencers, their primary concerns, and specific engagement strategies for each.

Overcoming Common DEX Software Deployment Challenges

Even with careful planning, organizations typically encounter challenges when deploying DEX management tools. Here are strategies to address the most common obstacles:

Challenge: Limited Adoption Beyond IT Management

Many DEX tools end up being used primarily by a small group of IT managers rather than becoming integrated into daily support operations.

Solution: Start with targeted training for frontline support staff, demonstrating how DEX tools can make their jobs easier. Create specific workflows that incorporate DEX capabilities into routine support processes. Consider performance metrics that incentivize DEX tool usage.

Challenge: Difficulty Demonstrating Long-Term Value

While initial cleanup efforts often deliver quick wins, many organizations struggle to demonstrate sustained ROI beyond the first 12-18 months.

Solution: Continuously expand use cases beyond the initial deployment scope to see higher value over time. Document and communicate both quantitative metrics and qualitative success stories regularly.

Challenge: Balancing Technical Depth with Business Context

DEX management tools generate rich technical data, but translating this into business impact can be challenging.

Solution: Create multilevel dashboards and reports tailored to different audiences. Technical teams need detailed metrics, while business leaders require high-level insights tied to strategic priorities. Remember that technical improvements that don’t translate to business outcomes rarely sustain support.

Digital Employee Experience Tool Success Stories

From boosting productivity to reducing costs, DEX doesn’t just help IT—it has ripple effects across the organization. Here’s how organizations are leveraging digital employee experience platforms like ControlUp to drive transformation:

Increased Employee Productivity – Kreston Reeves cut ticket resolution time with real-time monitoring, enabling quick interventions before disruptions impacted employees.
Improved IT Efficiency – Aveniq, a managed service provider, streamlined IT operations and reduced manual interventions by leveraging DEX for smarter workplace solutions.
Reduced IT Costs – Össur’s central IT team optimized resources while delivering an exceptional digital experience to 4,000 employees, reducing operational costs.
Enhanced Employee Satisfaction – Trinks transformed its end-user computing environment to support remote work, improving employee satisfaction and meeting high-quality standards.
Faster Troubleshooting and Resolution – CIO Solutions rapidly identified and resolved IT issues with real-time visibility and proactive troubleshooting, minimizing downtime and improving efficiency.
Data-Driven Decision Making – eHealth NSW utilized DEX insights to make informed decisions that enhanced its IT environment and user experience.

Getting Started with Your Digital Employee Experience Journey

If you’re just beginning your digital workplace employee experience journey, I recommend starting with these steps:

Assess your current state: Evaluate your existing digital workplace maturity, current pain points, and technology landscape.
Identify strategic priorities: Determine which business challenges digital employee experience tools can help address most immediately.
Build your coalition: Engage key stakeholders early to ensure alignment and support.
Develop your roadmap: Create a structured implementation plan with clear milestones and success criteria.
Start small but think big: Begin with focused use cases that can demonstrate quick wins while building toward a comprehensive DEX strategy.

DEX strategy alone isn’t enough. DEX software alone isn’t enough. It bears repeating that you need the right strategy, the right tools, and the knowledge to leverage your resources fully. Success requires aligning technology with process improvements, cultural change, and business objectives.

Is it a bit more work upfront? Of course, but the payoff is worth it. By following these best practices, you can ensure that your investment in a digital employee experience platform delivers sustained value across your organization.

Ready to see for yourself how digital employee experience tools can transform your organization?

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[1] [2] Gartner® Magic Quadrant^™ for Digital Employee Experience Management (DEX) Tools, Dan Wilson, Stuart Downes, Tom Cipolla, Autumn Stanish, Lina Al Dana, 10 January 2025.

[3] [4] Gartner® How to Successfully Deploy a DEX Tool, Dan Wilson, Stuart Downes, Lina Al Dana, 11 February 2025.

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