2025 Digital Employee Experience Report

Next‑Level DEX


Organizations think they’re winning at digital employee experience (DEX) — but employee frustration and stalled progress tell a different story.

Every time an employee opens their laptop, signs into the company network, uses IT systems or tools, or calls the help desk, they’re having a digital employee experience (DEX). And those daily interactions shape everything from employee satisfaction to operational efficiency to innovation.

The business impact of effectively managed DEX is substantial. IT professionals overwhelmingly believe strong DEX positively affects employee productivity (87% say this), satisfaction (85%) and retention (77%). A well-designed DEX strategy ensures employees have the tools and support needed to thrive in digital-first work environments.

87%

of IT teams say strong DEX positively affects productivity.

85%

of IT teams say strong DEX positively affects satisfaction.

77%

of IT teams say strong DEX positively affects employee retention.

DEX’s influence extends beyond employee performance and attitudes. 89% of IT professionals say prioritizing DEX has a positive impact on security efforts because improving digital experience disincentivizes unsafe workarounds.

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Gartner, Market Guide for ITSM Platforms, Rich Doheny, Chris Matchett, 18 December 2023

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