Humanized Employee Experience "HEX"
Since my last article, my career took an exciting turn in June 2024 when I joined ControlUp. This decision stemmed from a growing interest in the Digital Employee Experience (DEX) space, an area I felt I couldn't fully explore in my previous role. While I was already familiar with ControlUp's offerings, I saw immense potential in their vision and roadmap, particularly in their commitment to advancing the DEX landscape.
Initially, my focus was solely on DEX, leading to the creation of this website. However, my journey of exploration introduced me to "Humanizing IT" and HIT Global. Through conversations with Katrina Macdermid and Wesley Eugene and later conversations with Simon Townsend and Jon Leighton. I developed the concept of HEX – the Humanized Employee Experience. HEX expands upon DEX by emphasizing the human element, prioritizing empathy, and fostering a more meaningful employee experience.
Joining ControlUp brought a new set of considerations. While I believe ControlUp offers the best-in-class DEX solutions, continuing to review other DEX platforms would have presented a conflict of interest. My focus shifted to understanding how ControlUp can enhance both the digital and human aspects of the employee experience.
Now that I've found my footing, I'm ready to dive back into writing.
However, I want to make one thing clear: I genuinely believe that ControlUp is the best-in-class solution for DEX, and I'm confident that 2025 will be the year they solidify this status. That said, this blog represents my personal views and not the official stance of ControlUp.
Moving forward, I'll explore ControlUp from a customer's perspective, showcasing how its full suite of products can enhance both digital experiences and the human side of employee engagement. While ControlUp may not have been explicitly designed with all my suggestions in mind, I'll share ideas, wish lists, and potential use cases that could further bridge the gap between IT and the broader business. These insights are purely my own and do not reflect ControlUp's official roadmap.
ControlUp and the HEX Sphere
In my previous article, "An Introduction to HEX," I introduced the concept of the HEX Sphere, which outlines six key pillars for a successful Humanized Employee Experience.
One crucial pillar is the Employee Help Desk. An effective Help Desk acts as a single point of entry for employee support, minimizing frustration and improving overall employee satisfaction.
While DEX often focuses solely on technology, HEX emphasizes a holistic approach. It recognizes that a positive employee experience extends beyond user satisfaction with devices and tools. It's about understanding individual needs and fostering a workplace where employees feel valued and supported.
Looking Ahead
I'm excited to continue exploring the intersection of ControlUp and HEX. In future articles, I'll share my perspectives on how ControlUp can further bridge the gap between IT and the broader business, focusing on:
Employee Empowerment: How ControlUp can empower employees to take ownership of their digital experience.
The Human Side of IT: Exploring how ControlUp can be leveraged to improve employee well-being and engagement.
Innovation within the HEX Framework: Identifying potential use cases and features that align with the principles of a Humanized Employee Experience.
How can Controlup fit in to the HEX Picture
ControlUp offers a comprehensive suite of products spanning ten distinct areas, each with a wealth of features and capabilities. To begin, I'd like to focus on two key aspects that bridge the gap between employees and other business elements: Employee Sentiment and ControlUp Enrich
User Experience Monitoring
ControlUp transforms the digital employee experience by identifying and resolving challenges like long logon times and slow applications, helping employees focus on their work instead of IT issues. This human-centered approach ensures employees feel supported and empowered to perform at their best.
(Relevant for: Employee, Employee Help Desk, Services Administration (IT Admin), HR, Management)
https://www.controlup.com/platform/user-experience-monitoring
VDI and DaaS Monitoring
Gain a complete, real-time view of your virtual desktops with ControlUp. By proactively addressing performance challenges, IT teams can ensure a seamless digital workspace that keeps employees productive and frustration-free.
(Relevant for: Employee, Employee Help Desk, Services Administration (IT Admin))
https://www.controlup.com/platform/vdi-and-daas-monitoring
Patch and Vulnerability Management
ControlUp helps IT teams protect both the digital and human side of the workplace by identifying vulnerabilities in systems and applications. By securing endpoints, you not only reduce risks but also provide employees with peace of mind that their tools are safe to use.
(Relevant for: Employee, Employee Help Desk, Services Administration (IT Admin))
https://www.controlup.com/platform/patch-and-vulnerability-management
Configuration Drift Prevention
A secure and stable environment is key to a positive digital experience. ControlUp minimizes risks caused by configuration issues, giving employees confidence that their tools and systems are dependable and secure.
(Relevant for: Employee, Employee Help Desk, Services Administration (IT Admin))
https://www.controlup.com/platform/configuration-drift-prevention
Troubleshooting and Remediation
ControlUp reduces IT ticket resolution times, ensuring employees experience fewer disruptions. With real-time data and intuitive troubleshooting tools, IT teams can resolve issues faster, showing employees that their challenges are heard and swiftly addressed.
(Relevant for: Employee, Employee Help Desk, Services Administration (IT Admin))
https://www.controlup.com/platform/troubleshooting-remediation
Unified Communications Monitoring
Reliable communication tools are essential for a connected workforce. ControlUp ensures calls and meetings run smoothly, creating a more humanized experience where employees can collaborate effectively without tech-related frustrations.
(Relevant for: Employee, Employee Help Desk, Services Administration (IT Admin))
https://www.controlup.com/platform/unified-communications-monitoring
Proactive Synthetic Monitoring
ControlUp ensures employees have uninterrupted access to the tools they rely on by proactively monitoring virtual desktops, SaaS applications, and critical infrastructure. By addressing potential issues before they escalate, employees feel supported in their digital journey.
(Relevant for: Employee Help Desk, Services Administration (IT Admin))
https://www.controlup.com/platform/proactive-synthetic-monitoring
Automation
ControlUp uses intelligent automation to create a self-healing digital workplace, reducing the need for manual intervention and minimizing disruptions. This frees up employees to focus on meaningful work, fostering a more humanized and stress-free environment.
(Relevant for: Employees, Employee Help Desk, Services Administration (IT Admin), HR, Accounts, Management)
https://www.controlup.com/platform/automation
Employee Engagement
ControlUp bridges the gap between digital and human experiences by providing actionable insights into how employees interact with technology. By understanding these experiences, organizations can create a supportive and empowering workplace culture.
(Relevant for: Employees, Employee Help Desk, Services Administration (IT Admin), HR, Accounts, Management)
https://www.controlup.com/platform/employee-engagement
Dashboards and Reporting
Empower IT and leadership teams with intuitive dashboards and actionable reports that highlight key insights. ControlUp's tools help organizations optimize both digital workflows and the overall employee experience, keeping the human element at the forefront.