Why Your AI Strategy Needs A DEXM Solution: Lessons From Nexthink Masters Of Experience

2026-06-26 · Source: Featured Blogs - Forrester · Field: Technology & Digital — Artificial Intelligence & Machine Learning, Data Science & Analytics, Cloud Computing & IT Infrastructure · Depth: Intermediate, medium

Summary

Digital Employee Experience Management (DEXM) solutions are expanding beyond traditional monitoring to address critical challenges in AI operationalization and IT support, as highlighted at Nexthink's Masters of Experience event in London. Key developments include DEXM's role in providing visibility into AI usage, enabling experience-led governance, and shifting from ticket-based signals to conversational data. Organizations like GSK achieved a 62% resolution rate and reduced resolution time from 23 to 5 minutes in a Spark proof of concept, while LexisNexis UK reduced reactive incidents by over 50% in five years. The article emphasizes DEXM's evolution into a cross-functional capability, democratizing insights beyond IT, aligning with Forrester's DEXOps model, and fostering continuous improvement.

Key takeaway

For IT and digital workplace leaders evaluating AI integration, recognize that Digital Employee Experience Management (DEXM) is crucial for operationalizing AI. Your strategy should move beyond monitoring to actively managing AI adoption, governance, and ROI. Implement DEXM solutions to gain visibility into AI usage, guide employees to approved tools, and transform your service desk into an experience-building function. Consider democratizing DEX insights across teams to foster cross-functional accountability and continuous improvement.

Key insights

DEXM solutions are expanding to manage AI adoption, transform IT support, and become a cross-functional enterprise capability.

Principles

• Governance should enable, not just restrict.
• Support teams build experiences, not just close tickets.
• Democratize DEX insights across teams.

Method

Organizations use DEXM to gain visibility into AI usage, track value creation, and guide employees toward approved tools, shifting from reactive support to proactive, experience-led operations.

In practice

• Use DEXM to track AI adoption patterns.
• Implement experience-led AI governance.
• Shift support to proactive, automated resolution.

Topics

• Digital Employee Experience Management
• AI Adoption
• IT Service Management
• AI Governance
• Digital Workplace
• Nexthink

Best for: CTO, VP of Engineering/Data, Executive, Director of AI/ML, IT Professional, Consultant

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Editorial summary, takeaway, and curation by AIssential. Original article published by Featured Blogs - Forrester.