Organizations should start by identifying the biggest employee experience challenges, Wilson said. For example, do employees have trouble getting work done because of inefficient processes, a difficult onboarding experience, or technology that is slow, complex, or frustrating to use? Understanding those issues helps define what success looks like in a DEX program.
Getting input from different stakeholders is very important because DEX platforms collect a large amount of data about employee technology usage and knowledge. Legal and compliance teams can help ensure that an organization addresses privacy issues, follows data management policies, and meets regulatory requirements.
Punch recommends talking to executives and operational leaders to understand business priorities. It should ask: “What employee concerns are most important to the business?” and “What business outcomes are most important?”
IT teams must also take a close look at their operations. Examining things like support costs, recurring technical issues, inefficient processes, and common employee complaints can help identify where the DEX platform can provide the most value and deliver the greatest improvements.
Examining DEX platforms and vendors
Once organizations have identified their goals, they should evaluate vendors based on the capabilities of platform technologies and how those platforms fit their operations and business needs.
Wilson recommends that organizations start with a proof of concept or deployment of proof of value in their environment. “A lot of vendors are amazing at giving you a clean, fresh, global environment where everything looks amazing,” he says.
Testing the platform in a real-world environment allows organizations to see how well it works with their existing systems, security tools, and daily processes.
Consumers should also assess data privacy and compliance capabilities. Important considerations may include data anonymity, GDPR support, and data residency options.
Integration skills are another important area. Organizations must determine how well the DEX platform works with their existing IT service management systems, collaboration platforms, and other workplace technologies.
Punch advises buyers to explore vendors’ AI and automation capabilities in detail, including available controls and management methods. “What kinds of checks and balances are available with those kinds of skills?” he says.
Organizations should also look for vendor support, implementation assistance, customer success programs, and training resources. These services can play a big role in how quickly employees adopt the platform and how quickly the organization begins to see the benefits from its investment.
Important considerations when choosing a DEX platform
Choosing the right DEX platform is ultimately about finding a solution that supports an organization’s business goals, not just its technical needs.
Companies should not think of DEX as just another technology monitoring tool. The greatest benefit comes from using it to make workplace technology easier to use for employees, reduce common technology frustrations, and help improve productivity, efficiency, and overall business performance.
Before investing in a DEX platform, buyers should fact-check how advanced their digital workplace and IT operations are. Wilson says companies that are early in their journey may start with DEX monitoring and basic automation, while more mature organizations may be ready to take advantage of advanced features such as predictive analytics, AI-driven insights, and automated problem solving.
Each business should also consider how a DEX platform fits into their overall business technology strategy. As DEX and endpoint management tools become increasingly integrated, companies need to decide whether a stand-alone DEX platform or a more integrated solution best suits their needs and long-term goals.
6 best DEX brokers
There are many digital work experience tools on the market. To help you start your research, we’ve highlighted the following vendors based on interviews with analysts and independent research.
ControlUp Technologies: ControlUp is an AI-powered digital work experience and IT operations platform that helps IT teams monitor, troubleshoot, and improve employee technology performance. The cloud-based service provides real-time visibility into virtual desktop environments, cloud PCs, physical devices, and SaaS applications, helping organizations quickly identify and resolve issues. The platform supports Windows, macOS, Linux, and large devices with thin clients, and monitors the performance of business applications and collaboration tools such as Microsoft Teams and Zoom, as well as network user communications. ControlUp includes leading IT service management and endpoint management platforms and includes automation tools that can identify and fix problems before they affect employee productivity. Contact ControlUp for pricing.
HP: HP’s Workforce Experience Platform (WXP) is a cloud-based digital workforce experience platform designed to help IT teams understand and improve the everyday technology experience of employees. The platform monitors a variety of devices, including Windows, macOS, Linux, and Android systems, and can collect data from iPhones, iPads, Chromebooks, and printers in combination. WXP provides insight into the performance of business applications, SaaS tools, collaboration platforms, and conference room technology. It integrates with ServiceNow and includes built-in maintenance capabilities and automation capabilities that help IT teams quickly identify issues, streamline workflows, and resolve issues. Contact HP for pricing.
Lakeside Software: Lakeside Software’s SysTrack is a digital work experience platform that helps IT teams understand how employee technology is performing and where issues may be affecting productivity. Delivered primarily as a cloud-based service hosted on Microsoft Azure, the platform monitors devices, applications, networks, virtual desktops, and collaboration tools to provide a holistic view of the employee experience. SysTrack supports a variety of applications and devices and includes popular IT service management, visualization, and work experience platforms. It also uses AI and automation to help IT teams identify issues, understand how they affect employees, and resolve issues quickly. Contact Lakeside Software for pricing.
Nexthink: Nexthink Infinity is a DEX platform that helps organizations understand how workplace technology is impacting employees and identify issues that could harm productivity. Delivered as a cloud service, the platform provides visibility across devices, applications, networks, virtual desktops, and collaboration tools such as Microsoft Teams and Zoom. It supports Windows, macOS, mobile devices, and select thin clients. Nexthink combines real-time monitoring, employee feedback, analytics, and automation to help IT teams quickly identify and resolve issues. The platform also includes built-in maintenance and low-code workflow tools that allow organizations to perform common IT tasks and fixes. Contact Nexthink for pricing.
Omnissa: Omnissa Workspace ONE Experience Management (formerly known as VMware Digital Employee Experience Management) is a DEX platform that helps IT teams monitor and improve the employee experience of technology across devices, applications, networks, virtual desktops, and collaboration tools. A cloud-based SaaS service hosted on Amazon Web Services, Experience Management supports large operating systems, devices, and small customers through the comprehensive Workspace ONE platform. The platform helps IT teams monitor the health and performance of workplace technology to identify and fix issues before they affect employee productivity. It also includes a variety of IT service management and chatbot platforms. Experience Management also includes automation tools that allow organizations to create workflows and automatically solve common technical problems. Contact Omnissa for pricing.
TeamViewer: TeamViewer DEX (formerly 1E platform) is a digital work experience platform that helps IT teams monitor, manage, and improve employee technology experience across devices, applications, collaboration tools, and physical environments. Delivered primarily as a cloud-based service hosted on Microsoft Azure, the platform supports Windows, macOS, Linux, and Android devices. TeamViewer DEX provides real-time visibility into technical performance, helping IT teams identify and resolve issues before they affect productivity. The platform also includes IT service management tools such as ServiceNow and Jira and includes a large library of automated maintenance. Organizations can also automate workflows and fixes using low-code automation and AI-assisted tools. Contact TeamViewer for pricing.
This article was originally published in September 2022 and was updated in July 2026.
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