Failed login attempts, constantly crashing apps, glacial loading times: These are just some of the small but—when multiplied across years and organizations—consequential friction points that too often define digital workers’ professional lives. The results? Lower productivity; frustrated workers; greater attrition; security issues; headaches for IT, HR, and the C-suite—and ultimately, a less satisfying consumer experience. “There’s immense productivity loss. You have frustrated users,” Michael Lovewell, a solution consulting team lead at digital employee experience company Nexthink, told us. “Your applications aren’t being leveraged that you’re spending significant amounts of money on. That leads to a lot of these problems.” So what’s an IT pro to do? Instead of responding to tech friction fallout after the fact, our sources emphasized the importance of reevaluating outdated protocols, gathering feedback on existing problems, implementing processes to identify issues before tickets start trickling in, and creating tighter feedback loops. Keep reading.—JG |