DEX ANALYSED: WHAT NEXTHINK REVEALS ABOUT DIGITAL EMPLOYEE EXPERIENCE 

Key Takeaways 

• Employees lose 100 hours annually to IT issues, with over half never reported, creating a visibility gap traditional monitoring can't address 

• Nexthink provides real-time DEX analytics that reveal actual user experience, reducing tickets by 45% through proactive intervention 

• ViadexOne converges DEX + MDLS services with proven results: 4x faster resolution, 38% cost reduction, £845K average waste uncovered 

• Risk-free pilot model proves value on just 10% of your estate before full commitment 
  
  

Your IT dashboard shows green. But your employees are quietly struggling 

Here’s a statistic that may make you think: employees lose nearly 100 hours each year due to IT downtime and technical issues, which amounts to two full work weeks. For a large enterprise, this could translate to some 470,000 hours lost annually in productivity, equivalent to the absence of 226 full-time employees. 

The real issue is that just over half of IT problems are being reported, according to the same research by Nexthink. Your service desk dashboard might show green, and your infrastructure monitoring confirms all systems are operational, but many employees are quietly struggling with slow applications, system freezes, and other forms of digital friction that don't lead to ticket submissions. 

For legal and insurance companies, where billable hours and compliance deadlines are critical, this isn't just an IT inconvenience; when an attorney loses 30 minutes to application lag before a client deadline, it directly impacts revenue. 

Traditional IT monitoring tracks infrastructure health but misses what employees actually experience. Nexthink changes this with real-time Digital Employee Experience (DEX) analytics that reveal the truth about your digital workplace. 

Why traditional employee experience monitoring leaves you in the dark 

Here's the fundamental issue: traditional IT operates on a reactive model with a massive blind spot. 

• IT only becomes aware of problems when tickets are logged. But employees are busy. When an application loads slowly, they don't stop to log a ticket; they refresh the page or simply tolerate the friction. Research shows that only a little more than half of IT issues result in tickets being created. The remainder go unnoticed while quietly impacting productivity. 

• Infrastructure monitoring vs. experience monitoring. Traditional tools answer questions like "Is the email server responding?" but not "Are employees able to work efficiently?" 

• By the time IT responds, productivity is already lost. Even fast resolution can't recover the lost hour before the ticket was logged, or the work that was interrupted. 

For professional services where time equals money, these hidden costs are particularly significant. One hour of attorney downtime can represent a loss of £300-£800 in billable time. 

Why proactive IT support improves productivity 

Nexthink offers continuous, real-time monitoring of actual employee digital experiences; not based on infrastructure assumptions, but on what users truly encounter while they work. It measures what matters: 

• Application performance from the user's perspective (not just server response times) 

• Device health and responsiveness at the endpoint 

• Software crashes and errors, as they happen 

• Login times, boot performance, and system responsiveness 

• Application usage patterns revealing adoption challenges 

The transformation to proactive IT: Nexthink automatically identifies degraded experiences, allowing proactive IT measures. When response times slow for specific users or when devices show hardware stress, IT is alerted immediately before employees seek help. 

A ‘real-life’ example: Nexthink detects that 35 users in your Manchester office are experiencing an 8-second application lag. IT investigates, discovers a misconfigured network route, and resolves it within the hour. Without Nexthink, those 35 users would have lost days of cumulative productivity before enough tickets revealed the pattern. (The underlying cause may be systemic or hardware-related: Nexthink will pick up anomalies at any level.) 

Pattern recognition across your workforce: Unlike individual tickets that seem like isolated incidents, Nexthink's analytics surface patterns. That "slow application" issue affecting three people might actually impact hundreds, but you'd never know from scattered tickets. 

Enterprises reduce their IT tickets by an average of 45% using Nexthink's approach, not by deflecting tickets, but by preventing the problems that would have generated them. 

Key Insight: Nexthink bridges the visibility gap between users and IT. For the first time, IT teams can see the digital workplace through their employees' eyes in real time, at scale, and with the context needed to take action. 

The ViadexOne difference: Where insights meet action 

ViadexOne provides unique value as the only Nexthink partner specifically configured for mid-market enterprises with 2,000+ users. For these, we don’t just implement monitoring tools; we integrate Digital Employee Experience analytics with Managed Device Lifecycle Services into a single, cohesive solution. 

Why this matters: Most organisations face a choice: implement DEX monitoring as a standalone tool, or manage device lifecycle separately. Even with brilliant analytics, someone must act on the insights. ViadexOne eliminates this gap. When Nexthink identifies the issues, our MDLS service resolves them. 

Real results from our converged model: 

• 4x faster ticket resolution using DEX telemetry to inform support decisions 

• 38% reduction in support costs after integrating MDLS with DEX intelligence 

• £845K in waste uncovered on average, from ghost devices, unused software licences, and redundant hardware 

• £1.5M+ in total savings across licensing optimisation, support efficiency, and device lifecycle improvements 

Our Zero Waste philosophy eliminates waste across four dimensions: 

• No wasted software licences (unused applications identified through telemetry) 

• No idle or redundant devices (ghost devices consuming resources but serving no users) 

• No digital friction or lost productivity (proactive monitoring prevents the 100 hours per employee lost annually) 

• No missed compliance gaps (complete visibility ensures nothing falls through audit cracks) 

We offer a free pilot on just 10% of your estate. No long-term commitment. No risk. 

Within 30 days, you'll discover: 

• Hidden productivity issues surfaced by real-time analytics 

• Waste from unused software, ghost devices, and inefficient configurations 

• The estimated impact of addressing top user pain points 

• Evidence for how the converged model works for your environment 

Then scale at your pace: Prove value in the pilot, then expand across departments, regions, or your entire estate. Per device/user pricing with no surprise costs. Built on 25+ years of global service delivery across 190+ countries. 

Integration without disruption: ViadexOne doesn't replace your existing tech stack; we optimise it. Nexthink integrates with your ITSM platforms, such as ServiceNow, while our MDLS services complement your current structure. 

The bottom line: see, measure, eliminate  

Your employees' digital experience directly impacts your business outcomes: productivity, satisfaction, retention, and ultimately revenue. But you can't improve what you can't measure, and traditional IT monitoring leaves you blind to the experiences that matter most. 

Nexthink offers the visibility layer that modern IT organisations need. However, visibility alone is insufficient. Someone must act on the insights, resolve the issues, and continuously enhance the experience. 

ViadexOne excels in delivering solutions for mid-market enterprises. As the only Nexthink partner designed explicitly for this sector, we integrate DEX analytics with Managed Device Lifecycle Services. Insights inspire action and data leads to better outcomes. 

The question isn't whether your organisation has hidden productivity losses. Research confirms every organisation does. The real question is: are you ready to see them, measure them, and eliminate them? 

Start Your Risk-Free DEX Pilot Today 

See what Nexthink reveals about your organisation's digital employee experience. ViadexOne offers a free pilot on just 10% of your estate. No long-term commitment, no risk. 

What you'll discover: 

• Hidden productivity losses costing weeks per employee annually 

• Waste from unused software licences and ghost devices (average £845K uncovered) 

• Specific compliance gaps before they become audit issues 

• Root causes of digital friction your service desk never sees