From Reactive to Proactive: Eversource's Journey with Nexthink

Every DEX journey starts with challenges—but the real story is in how you overcome them and build lasting impact. In this session, Rebecca Hall and Mark Milano of Eversource will share how they tackled the pain points that initially drove their adoption of Nexthink, from visibility gaps to IT service inefficiencies. They’ll highlight the early wins that built momentum, including key integrations with their ITSM tool and ROI realized through targeted use cases. The session will also explore how Eversource sustained progress by investing in their team and creating internal user groups to identify and prioritize future opportunities. Finally, Rebecca and Mark will look ahead to where they plan to take their DEX program next—demonstrating how continuous innovation keeps employee experience at the heart of IT strategy.