Digital Employee Experience
Continuous, evidence-based measurement of employee IT experience across productivity, satisfaction and friction, enabling early identification of issues, prioritisation of what matters, and improvement in adoption, performance and service outcomes.
Why it matters
IT teams often have strong visibility of infrastructure performance, but limited insight into how employees actually experience that technology. A network may appear stable, yet employees experience lag that impacts productivity. A platform migration may be complete, yet users adopt workarounds because tools do not align to the way they work. Device refresh programmes are delivered without measuring whether the experience has improved for the people using them. As a result, friction often goes unnoticed until adoption drops, support demand increases, or feedback arrives too late to act effectively.
SCC delivers a Digital Employee Experience service that continuously measures how employees experience IT. Combining workforce sentiment with real-time experience data across applications, devices and networks, SCC creates a clear view of where experience is performing well and where friction is building. This provides the evidence needed to prioritise improvements, validate the impact of technology investments, and shift from reactive issue resolution to proactive experience management. The result is a more responsive operating model that focuses on productivity, adoption and measurable service outcomes. These insights form the foundation for personalised support models and measurable outcomes through Experience Level Agreements.
How it works
Step 1
Define discovery scope and approach
We work with stakeholders to define the discovery scope, objectives and success criteria, aligning on business priorities, target outcomes and the experience areas to be assessed.
Step 2
Prepare and capture experience data
We establish the data collection approach, including deploying lightweight collectors, alongside stakeholder inputs and existing data sources to capture an accurate view of the current environment.
Step 3
Understand workforce experience and priorities
We gather workforce insight through discovery activities and sentiment surveys, identifying key friction areas, experience gaps and variation across roles, teams and user groups.
Step 4
Analyse data and identify priorities
We combine sentiment and experience data to create an evidence-based view of employee experience, highlighting priority issues, target areas for improvement and the value drivers that will deliver measurable impact. This insight also supports persona-led decision making, ensuring initiatives such as device refresh and platform design are based on real user needs, workload requirements and experience outcomes.
Step 5
Define personalised support and XLAs
We define personalised support preferences and establish initial Experience Level Agreements, aligning experience targets to business outcomes and embedding them within the service model.
Step 6
Embed continuous improvement and outcomes
We support the transition to an experience-led operating model, using ongoing measurement and feedback loops to validate improvements, optimise services and continuously improve productivity and adoption.
Partners
Turn experience data into operational advantage
Continuous measurement of employee experience tells you where IT is working and where friction is building – early enough to fix it. Let’s explore how experience-driven data could reshape your IT operating model.
