New research from Scalable Software reveals that nearly half of businesses in the US and UK are in the dark about how their employees are navigating the digital workplace, with many missing critical insights into how productivity is being affected by digital friction.
The study surveyed 400 senior IT decision-makers (ITDMs), highlighting a significant disconnect between the information provided by IT departments and what is needed to improve the Digital Employee Experience (DEX).
The report found that 45 percent of organisations fail to conduct any form of employee journey mapping, leaving them unaware of how workers complete their tasks or the challenges they face due to inefficient digital processes. Earlier research revealed that more than half (52%) of knowledge workers rated their DEX as poor or merely adequate, and that their experience is deteriorating.
Mark Cresswell, Co-Founder of Scalable Software, commented on the findings: “Historically, IT management has been technology-centric, using specialised tools to address technical needs. However, these tools are now being used to handle employee digital experiences, which creates a gap between what IT decision-makers believe is helpful and what employees actually benefit from. This issue has become more pronounced with the rise of hybrid working, where traditional management practices are no longer sufficient.”
A lack of metrics
The research points to a lack of employee-centric metrics, such as burnout risk, employee engagement, and isolation, in current DEX assessments. These are critical factors that cannot be measured by traditional IT tools. The study also found that only 56 percent of ITDMs can easily share data with HR teams, and 88 percent of respondents acknowledged the need for better communication between IT and HR.
Cresswell emphasised the importance of a modern approach to measuring DEX in the hybrid workplace. “It’s no longer enough to retrofit IT management tools to assess the digital employee experience. Organisations need purpose-built DEX analytics to understand how teams operate, identify inefficiencies, and reduce digital friction. As hybrid work becomes the norm, employers must adopt an employee-centric view of the digital workplace, and ITDMs are key in ensuring that HR and business leaders have the necessary insights to improve employee outcomes.”
The findings underscore the growing need for businesses to prioritise DEX analytics in order to enhance productivity and well-being in an increasingly digital and hybrid working environment.
Amelia Brand is the Editor for HRreview, and host of the HR in Review podcast series. With a Master’s degree in Legal and Political Theory, her particular interests within HR include employment law, DE&I, and wellbeing within the workplace. Prior to working with HRreview, Amelia was Sub-Editor of a magazine, and Editor of the Environmental Justice Project at University College London, writing and overseeing articles into UCL’s weekly newsletter. Her previous academic work has focused on philosophy, politics and law, with a special focus on how artificial intelligence will feature in the future.
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