For companies of all sizes, the struggle to understand and improve digital employee experience (DEX) is nothing new. What is new, however, is the working landscape we’ve all been navigating since the pandemic—where remote work has become the norm, and where the employee experience has become almost exclusively digital. As a result, businesses have implemented significant strategic changes over the past several months.

As the COVID-19 pandemic sweeps the world, the need has arisen for workers everywhere to adopt remote working practices wherever possible. Remote working presents many opportunities for both businesses and individuals to make better use of their time and enjoy a more streamlined approach to task delegation. Through the use of specialized software, such goals can be achieved without demanding more of individual team members or managers.

One benefit of the lockdown triggered by the coronavirus epidemic has been a renewed enthusiasm for working at home. Forced to let millions of employees work from home to avoid contagion, companies that had been hesitant about taking this step have concluded they can benefit from moving to a remote workforce.

Over the summer, we surveyed nearly 400 IT professionals regarding their use of enterprise service management in their organizations. This post highlights some of the survey's key findings, including: For many organizations, this preparation has paid off, with 61% of IT professionals claiming that they are consistently providing the same level of service working remotely, and 47% claiming that their quality of user experience has not suffered because of remote work.

Remote teams are not a new concept. Several organizations have been outsourcing development and support tasks to nearshore and offshore bases for more than a decade. And remote working is gradually increasing given the benefits it gives, like high productivity levels, lower costs, and access to a global talent pool. With the recent COVID-19 outbreak, virtual teams and remote working have truly become mainstream and are being embraced by both employers and employees alike.