Good IT Support is harder to pin down than you’d think but deciding which technology is better than the next is pretty straightforward for most of us. Who wouldn’t pick the latest iPhone or Android device over a flip-phone? Actually, most senior citizens—but to their credit flip-phones never really die, they just regenerate into larger flip-phones. Bad example. Point is we can rate, compare, trial, and study just about every digital technology on the market.

You probably don’t know who Claude Shannon is but you have much to thank him for. He was by all accounts a bona fide genius that dreamed up the underlying concept of digital computing back in 1948—decades before Wozniak, Jobs, and Gates sprung onto the scene.

A few weeks ago I attended the Digital Workplace & Employee Experience Summit in Berlin hosted by Platinum Edge. I’ve been to hundreds of conferences in my professional career but none like this one. Surprisingly, the attendees and speakers weren’t just IT engineers like myself, but instead a mix and mash of human resources, change management, content marketing, and digital analytics professionals—all with skin in the proverbial workplace experience game.

Like a slow-moving tsunami, millennials have seeped into every nook and cranny of the modern workplace. I must admit, I’m one of “them”. Just your everyday beany-wearing, meme-sending, coffee-roasting, emoji-speaking, all-entitled millennial. Ok, not all of those stereotypes are true but some do fit.

Experience NYC hosted several quality speakers but one in particular stood out to me for his unique message: Andrew Hewitt, a leading IT Analyst from Forrester. Probably the last thing you would expect to hear at an IT solutions conference is a captivating talk grounded in human psychology. Feelings? Perceptions? Beliefs? These topics don’t seem to fit nicely into bits and bytes. They’re perceived as foreign, un-engineer speak.

Gartner once wrote that by 2020, “the average person will have more conversations with bots (chatbots) than with their spouse”. That prediction might seem a bit farfetched and probably more of a sign for relationship disaster, but there is some truth there: for many people chatbots are already an integral part of modern-day life. From turning on the lights, to picking our favorite songs and ordering food—we use chatbots for almost everything and expect them to work all the time.

Skip ahead to see how we solve a typical Windows 10 update problem (Windows Defender) It hasn’t been the easiest of weeks for Windows 10 users and support staff. And if we’re being honest, the previous months haven’t been all sunshine and rainbows either. For many, Patch Tuesday is starting to look less like a welcomed milestone for Windows 10 updates and fixes, and more like a doomsday for new malware and computing defects.

One of the most exciting things about last year’s Experience events was the unveiling of the Digital Experience Score (DX Score). Over the years we’ve worked tirelessly to improve digital employee experience (DEX) but until then we never had this one metric, the DX Score, that could tie it all together. Fast forward to today, and our customers now have this one source of truth to better track and compare progress with their peers.