Since my last article, my career took an exciting turn in June 2024 when I joined ControlUp. This decision stemmed from a growing interest in the Digital Employee Experience (DEX) space, an area I felt I couldn't fully explore in my previous role. While I was already familiar with ControlUp's offerings, I saw immense potential in their vision and roadmap, particularly in their commitment to advancing the DEX landscape.

Initially, my focus was solely on DEX, leading to the creation of this website. However, my journey of exploration introduced me to "Humanizing IT" and HIT Global. Through conversations with Katrina Macdermid and Wesley Eugene and later conversations with Simon Townsend and Jon Leighton. I developed the concept of HEX – the Humanized Employee Experience. HEX expands upon DEX by emphasizing the human element, prioritizing empathy, and fostering a more meaningful employee experience.

Joining ControlUp brought a new set of considerations. While I believe ControlUp offers the best-in-class DEX solutions, continuing to review other DEX platforms would have presented a conflict of interest. My focus shifted to understanding how ControlUp can enhance both the digital and human aspects of the employee experience.

Now that I’ve found my footing, I’m ready to dive back into writing. However, I want to make one thing clear: I genuinely believe that ControlUp is the best-in-class solution for DEX, and I’m confident that 2025 will be the year they solidify this status. That said, this blog represents my personal views and not the official stance of ControlUp.

Moving forward, I'll explore ControlUp from a customer's perspective, showcasing how its full suite of products can enhance both digital experiences and the human side of employee engagement. While ControlUp may not have been explicitly designed with all my suggestions in mind, I'll share ideas, wish lists, and potential use cases that could further bridge the gap between IT and the broader business. These insights are purely my own and do not reflect ControlUp’s official roadmap.

ControlUp and the HEX Sphere

In my previous article, "An Introduction to HEX," I introduced the concept of the HEX Sphere, which outlines six key pillars for a successful Humanized Employee Experience.

One crucial pillar is the Employee Help Desk. An effective Help Desk acts as a single point of entry for employee support, minimizing frustration and improving overall employee satisfaction.

While DEX often focuses solely on technology, HEX emphasizes a holistic approach. It recognizes that a positive employee experience extends beyond user satisfaction with devices and tools. It's about understanding individual needs and fostering a workplace where employees feel valued and supported.

Looking Ahead

I'm excited to continue exploring the intersection of ControlUp and HEX. In future articles, I'll share my perspectives on how ControlUp can further bridge the gap between IT and the broader business, focusing on:

Employee Empowerment: How ControlUp can empower employees to take ownership of their digital experience.
The Human Side of IT: Exploring how ControlUp can be leveraged to improve employee well-being and engagement.
Innovation within the HEX Framework: Identifying potential use cases and features that align with the principles of a Humanized Employee Experience.

User Experience Monitoring: ControlUp transforms the digital employee experience by identifying and resolving challenges like long logon times and slow applications, helping employees focus on their work instead of IT issues. This human-centered approach ensures employees feel supported and empowered to perform at their best.

(Relevant for: Employee, Employee Help Desk, Services Administration (IT Admin), HR, Management)

https://www.controlup.com/platform/user-experience-monitoring/

VDI and DaaS Monitoring: Gain a complete, real-time view of your virtual desktops with ControlUp. By proactively addressing performance challenges, IT teams can ensure a seamless digital workspace that keeps employees productive and frustration-free.