The demand for seamless digital experiences is more pressing than ever before. Hybrid work models, increasingly complex IT environments, and soaring support costs are intensifying the friction employees face daily. At Forrester's recent conference, our Director of Product Marketing explored how 1E is tackling these challenges head-on with our innovative autonomous digital employee experience (DEX) platform. If you missed the session, here’s a quick recap of the key takeaways.

The Problem: Digital friction is at a breaking point

Across industries, the same pain points repeatedly arise. In fact, from conversations we've had with other organizations, nine out of ten IT teams have these problems:

  • Time spent resolving tickets that could be automated, leaving users waiting hours for resolution.
  • A lack of data or tools to quickly diagnose issues.
  • Reliance on resolving desktop tickets with screen shares.
  • Challenges using Intune, often waiting up to eight hours for a device update.

The impact of IT challenges such as this is considerable. For example, repeated service desk issues slow down productivity, with employees losing time due to digital friction. Similarly, outdated data prolongs device refresh cycles.

It's clear that friction not only frustrates employees but costs organizations valuable time, energy, and talent. As hybrid work environments grow, the need for proactive digital experience management becomes more crucial.

Why a frictionless digital experience matters

Our research shows that 97% of CIOs don’t have complete visibility into the factors affecting DEX. This is significant because organizations that prioritize seamless digital experiences can:

  • Increase productivity and retain top talent.
  • Reduce IT support costs by cutting down on manual problem-solving.
  • Stay competitive, ensuring their workforce is empowered to do their best work.

1E’s platform directly addresses these issues by using a proactive, real-time approach to eliminate digital friction before it can affect employees.

The 1E Autonomous DEX Platform: a solution at the edge

A traditional proactive remediation strategy is no longer enough. Remediation must be shifted left to the edge, intercepting drift and friction before resulting in frustration.

The 1E Autonomous DEX platform offers real-time, edge-based intelligence that enhances both user experience and IT operations. We combine AI-driven automation, deep analytics, and proactive troubleshooting to identify, diagnose, and resolve digital friction faster than ever before.

The platform is built on four pillars:

  1. Remediate: swift troubleshooting for endpoint issues.
  2. Automate: thousands of automations to streamline device management.
  3. Observe: advanced analytics to continuously monitor the digital experience.
  4. Validate: Employee sentiment analysis to ensure solutions align with user needs.

This real-time remediation ensures that organizations can detect performance drifts, intercept friction, and prevent frustration—all autonomously.

The role of Intelligent Sentiment and Insights

A key differentiator for the 1E platform is its Intelligent Sentiment AI. This predicts user frustration and digital friction in real-time, allowing IT teams to act proactively. This isn’t just about reacting to problems—it’s about anticipating them and using predictive insights to make the biggest impact on employee satisfaction.

The platform combines both device data and user interaction data to give a complete view of the employee's digital experience. This helps IT teams make smart, strategic decisions that reduce downtime and increase productivity.

Real-world impact: Frictionless DEX, better business outcomes

At 1E, eliminating digital friction is about more than just making employees happy—it’s about driving tangible business results. Companies that adopt Autonomous DEX can expect to see:

  • Increased productivity: Employees spend less time dealing with IT issues and more time focusing on their core tasks.
  • Lower support costs: Real-time automation reduces the need for manual troubleshooting.
  • Reduced churn: Employees who have a positive digital experience are less likely to leave, improving retention rates.

In a competitive landscape, organizations that prioritize seamless digital employee experiences will be the ones that stand out. With the 1E Autonomous DEX platform, IT becomes a driver of engagement, satisfaction, and productivity—not a source of frustration.

Ready to eliminate digital friction?

The importance of a frictionless digital experience can't be overstated. With 1E’s Autonomous DEX platform, we are not only solving today’s problems but proactively preventing tomorrows. Our technology makes service desk decisions at the edge, automates routine tasks, and delivers personalized, real-time insights.

Missed the talk or want to learn more? Get in touch today.