Digital Employee Experience (DEX) Key Stats for 2025 .
Digital Employee Experience (DEX) Key Stats for 2025 .
Digital Employee Experience (DEX) Key Stats for 2025 .
Is an invisible productivity drain costing your organisation millions?
What’s friction costing your firm?
The hidden cost of digital friction
in professional services
The hidden cost of digital friction
in professional services
The hidden cost of digital friction in professional services
100 hours/year
Lost per employee to IT downtime (Nexthink, 2024).
21%
Turnover linked to poor digital experience (Nexthink, 2024).
55%
Of tech issues never reported to the IT Team (Vanson Bourne, 2024).
80% Legal & 75% Insurance
Maintain healthy work patterns with proper DEX.
40%
Ticket reduction with mature DEX (Ivanti, 2025).
100 hours/year
Lost per employee to IT downtime (Nexthink, 2024).
21%
Turnover linked to poor digital experience (Nexthink, 2024).
55%
Of tech issues never reported to the IT Team (Vanson Bourne, 2024).
80% Legal & 75% Insurance
Maintain healthy work patterns with proper DEX.
40%
Ticket reduction with mature DEX (Ivanti, 2025).
100 hours/year
Lost per employee to IT downtime (Nexthink, 2024).
21%
Turnover linked to poor digital experience (Nexthink, 2024).
55%
Of tech issues never reported to the IT Team (Vanson Bourne, 2024).
80% Legal & 75% Insurance
Maintain healthy work patterns with proper DEX.
40%
Ticket reduction with mature DEX (Ivanti, 2025).
100 hours/year
Lost per employee to IT downtime (Nexthink, 2024).
21%
Turnover linked to poor digital experience (Nexthink, 2024).
55%
Of tech issues never reported to the IT Team (Vanson Bourne, 2024).
80% Legal & 75% Insurance
Maintain healthy work patterns with proper DEX.
40%
Ticket reduction with mature DEX (Ivanti, 2025).
100 hours/year
Lost per employee to IT downtime (Nexthink, 2024).
21%
Turnover linked to poor digital experience (Nexthink, 2024).
55%
Of tech issues never reported to the IT Team (Vanson Bourne, 2024).
80% Legal & 75% Insurance
Maintain healthy work patterns with proper DEX.
40%
Ticket reduction with mature DEX (Ivanti, 2025).
100 hours/year
Lost per employee to IT downtime (Nexthink, 2024).
21%
Turnover linked to poor digital experience (Nexthink, 2024).
55%
Of tech issues never reported to the IT Team (Vanson Bourne, 2024).
80% Legal & 75% Insurance
Maintain healthy work patterns with proper DEX.
40%
Ticket reduction with mature DEX (Ivanti, 2025).
100 hours/year
Lost per employee to IT downtime (Nexthink, 2024).
21%
Turnover linked to poor digital experience (Nexthink, 2024).
55%
Of tech issues never reported to the IT Team (Vanson Bourne, 2024).
80% Legal & 75% Insurance
Maintain healthy work patterns with proper DEX.
40%
Ticket reduction with mature DEX (Ivanti, 2025).
100 hours/year
Lost per employee to IT downtime (Nexthink, 2024).
21%
Turnover linked to poor digital experience (Nexthink, 2024).
55%
Of tech issues never reported to the IT Team (Vanson Bourne, 2024).
80% Legal & 75% Insurance
Maintain healthy work patterns with proper DEX.
40%
Ticket reduction with mature DEX (Ivanti, 2025).
Strategy & adoption
Strategy & adoption
Strategy & adoption
0%
0%
0%
DEX becomes the new standard by 2026
DEX becomes the new standard by 2026
DEX becomes the new standard by 2026
Gartner predicts half of all digital-workplace leaders will have a formal DEX strategy, making it a baseline expectation, not a competitive advantage (Gartner, 2024).
Gartner predicts half of all digital-workplace leaders will have a formal DEX strategy, making it a baseline expectation, not a competitive advantage (Gartner, 2024).
Gartner predicts half of all digital-workplace leaders will have a formal DEX strategy, making it a baseline expectation, not a competitive advantage (Gartner, 2024).
0%
0%
0%
Mature DEX programs boost resilience
Mature DEX programs boost resilience
Mature DEX programs boost resilience
Organisations with mature DEX are seven times more likely to experience fewer disruptions and higher employee satisfaction (Forrester, 2024).
0%
0%
0%
IT-only DEX
deployments fail
IT-only DEX
deployments fail
IT-only DEX
deployments fail
By 2027, 80% of DEX initiatives run solely by IT will miss RO.
Cross-functional adoption is required for real impact (Gartner, 2024).
Endpoint health & ticket reduction
Endpoint health & ticket reduction
Endpoint health & ticket reduction
0
0
0
Hours lost per employee each year
Hours lost per employee each year
Hours lost per employee each year
Workers lose around 100 hours annually to IT downtime, the equivalent of two weeks of billable time per person.
Workers lose around 100 hours annually to IT downtime, the equivalent of two weeks of billable time per person.
Workers lose around 100 hours annually to IT downtime, the equivalent of two weeks of billable time per person.
0%
0%
0%
Tech issues go unreported
Tech issues go unreported
Tech issues go unreported
Only 55% of employees report technology problems, leaving nearly half of issues hidden until they impact clients or critical work.
Only 55% of employees report technology problems, leaving nearly half of issues hidden until they impact clients or critical work.
Only 55% of employees report technology problems, leaving nearly half of issues hidden until they impact clients or critical work.
0%
0%
0%
Fewer IT tickets with strong DEX
Fewer IT tickets with strong DEX
Fewer IT tickets with strong DEX
Organisations with mature DEX strategies see up to a 40% reduction in support tickets through proactive monitoring and automation.
Organisations with mature DEX strategies see up to a 40% reduction in support tickets through proactive monitoring and automation.
Organisations with mature DEX strategies see up to a 40% reduction in support tickets through proactive monitoring and automation.
Refresh readiness & sustainability
Refresh readiness & sustainability
Refresh readiness & sustainability
0%
Turnover tied to poor digital experiences
Weak digital experiences drive 21% of employee turnover making DEX a direct investment in retaining top legal and insurance talent.
0%
Turnover tied to poor digital experiences
Weak digital experiences drive 21% of employee turnover making DEX a direct investment in retaining top legal and insurance talent.
0%
Turnover tied to poor digital experiences
Weak digital experiences drive 21% of employee turnover making DEX a direct investment in retaining top legal and insurance talent.
0%
Healthy work patterns through strong DEX
With solid DEX foundations, 80% of legal and 75% of insurance employees maintain healthier, more productive distributed-work habits.
0%
Healthy work patterns through strong DEX
With solid DEX foundations, 80% of legal and 75% of insurance employees maintain healthier, more productive distributed-work habits.
0%
Healthy work patterns through strong DEX
With solid DEX foundations, 80% of legal and 75% of insurance employees maintain healthier, more productive distributed-work habits.
ROI
DEX requires cross-functional alignment
Real ROI comes when DEX integrates with patching, device lifecycle, and asset management turning tech improvements into measurable business value.
ROI
DEX requires cross-functional alignment
Real ROI comes when DEX integrates with patching, device lifecycle, and asset management turning tech improvements into measurable business value.
ROI
DEX requires cross-functional alignment
Real ROI comes when DEX integrates with patching, device lifecycle, and asset management turning tech improvements into measurable business value.
What DEX means for legal & Insurance
What DEX means for legal & Insurance
What DEX means for legal & Insurance
For legal teams, DEX reduces digital friction, ensures secure access to critical legal tools, minimises downtime, safeguards billable hours and supports confidentiality and compliance.
For insurance teams, DEX means fewer service interruptions, faster claims processing and secure client data through unified device management and automated compliance. In both cases, a unified platform that combines experience intelligence with operational execution helps teams work without delays, risk or rework.
For legal teams, DEX reduces digital friction, ensures secure access to critical legal tools, minimises downtime, safeguards billable hours and supports confidentiality and compliance.
For insurance teams, DEX means fewer service interruptions, faster claims processing and secure client data through unified device management and automated compliance. In both cases, a unified platform that combines experience intelligence with operational execution helps teams work without delays, risk or rework.
Maturity Gap Snapshot
Maturity Gap Snapshot
Maturity Gap Snapshot
Despite awareness, many organisations fall short of mature DEX adoption.
The graph below compares the share of organisations that measure DEX, consider it a high priority & advanced DEX adoption and enjoy strong executive buy‑in.
Despite awareness, many organisations fall short of mature DEX adoption.
The graph below compares the share of organisations that measure DEX, consider it a high priority & advanced DEX adoption and enjoy strong executive buy‑in.
(DEX Maturity Survey, 2025)
The gaps illustrate why many professional‑services firms still struggle to translate insight into action.
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