IT scrambling to react to incidents? Adopt a proactive approach to DEX issue mitigation

When it comes to your employees’ digital experience, even brief IT disruptions can frustrate users, slow productivity, and strain IT operations. As service quality slips, employee trust often follows — leading to disengagement, slower productivity, and increased support costs. Then, the hidden costs of a poor digital employee experience (DEX) begin to accumulate rapidly, impacting morale, efficiency, and overall business performance.

A recent survey of 1,000 global IT professionals revealed that 87% agreed reactive incident response will soon become economically unsustainable — underscoring the urgency of proactive capabilities. To support your employees, IT service teams, and organizations overall, SHI helps you shift from reactive response to proactive mitigation, using automation and real-time data to resolve issues before they impact users.

From reactive to proactive: a smarter way to minimize DEX disruptions

Proactive mitigation starts with identifying your most frequent and unresolved DEX issues — because these are the exact pain points that benefit from automation. SHI works closely with your IT team to analyze your environment, identify recurring problems, and implement targeted fixes using scripting tools like PowerShell and Python.

These custom scripts are seamlessly integrated into your DEX environment and can be triggered automatically or manually when issues are detected. This leads to faster resolution, reduced downtime, and fewer escalations — all while freeing IT resources to focus on strategic priorities.

SHI’s proven process for optimizing DEX with proactive mitigation

1. Identify high-impact issues using DEX data to uncover frequent disruptions.
2. Prioritize fixes that deliver fast ROI and improve user experience.
3. Custom-build automations tailored to your environment and workflows.
4. Pilot and validate solutions with clear success metrics.
5. Roll out solutions enterprise-wide with full support for deployment and training.
6. Continuously optimize automations to ensure long-term value.

Read our solution brief to learn how SHI’s proactive mitigation with DEX services can help you escape the reactive DEX cycle. Then, contact your SHI account executive or one of SHI’s specialists connect with one of our experts to learn more.