In IT environments, user-reported tickets are the Tip of the Iceberg representing only a fraction of the actual issues affecting digital experiences.

The majority of IT performance problems, such as slow applications, network latency, device failures, or security vulnerabilities go unnoticed until they cause significant disruptions. If we follow our iceberg analogy the Tip of the Iceberg is only 10% of the overall problem.

This is where Digital Experience Management (DEX) plays a crucial role, helping you uncover the 90% of unreported issues.

What is Digital Experience Management (DEX)?

DEX refers to the monitoring, analysis, and optimization of end-user experiences across IT systems. It combines real-time data, proactive analytics, AI-driven automation, and user feedback to improve IT service delivery and overall workforce productivity.

How DEX Tools Helps in IT Environments Beyond Just Tickets

• Proactive Issue Detection
  • Traditional IT relies on users logging tickets when something breaks. DEX tools, such as Collective IQ ® continuously monitor user endpoints, network performance, and application behavior to detect issues before users even notice them.
  • Example: Detecting high CPU usage on multiple employees’ devices due to a faulty software update before it escalates into widespread slowdowns.
• Reducing Ticket Volume
  • DEX tools can automate root cause analysis and Resolution Recommendations, reducing the need for users to submit tickets.
  • Example: If an employee’s laptop experiences recurring crashes, Collective IQ through its use of Artificial Intelligence make recommendations for a fix (such as clearing cache or updating drivers) before the user submits a helpdesk request. Our AlmaAI tools enable you to see issues across groups of devices, so you are not just fixing a single issue, you are also mitigating issues on groups of devices.
• Measuring True End-User Experience
  • Unlike traditional IT metrics that focus on system uptime, DEX provides real-world insights into how employees experience technology.
  • Example: A web application might have 99.9% uptime, but if it consistently takes 10 seconds to load, users suffer a poor experience. DEX tools measure such real-world latency.
• Enhancing Remote and Hybrid Work Support
  • IT teams struggle to diagnose and fix issues for remote workers due to varying home network conditions, VPN performance, and endpoint configurations.
  • Collective IQ® continuously tracks connectivity issues, providing IT with granular insights into whether the issue is caused by the corporate network, an ISP, or a user’s device.
• Data-Driven IT Strategy and Optimization
  • DEX tools aggregate data to identify trends in software performance, device health, and user satisfaction. IT teams can use this data to make strategic decisions, such as upgrading hardware or replacing inefficient applications.
  • Example: If employees frequently experience slowdowns on certain laptop models, IT can proactively upgrade or replace them.
• Employee Sentiment and Experience Feedback
  • DEX tools incorporate user surveys and sentiment analysis to correlate technical performance with employee frustration levels.
  • Example: Even if traditional system metrics show no major issues, employees may report dissatisfaction due to poor UI design or complex workflows.

Final Thoughts

DEX tools transform IT service management from a reactive ticket-based model, which just sees the tip of the iceberg, into a proactive, data-driven approach.

It helps IT teams uncover that additional 90% of hidden issues, improve efficiency, and ensure a seamless digital experience for end users whether they report problems or not. By leveraging AI, automation, and real-time analytics, organizations can optimize digital workflows, boost productivity, and ultimately enhance employee satisfaction.

See how Almaden Collective IQ® can help your business effectively manage more than just the Tip of the Iceberg.

Find out what our users think about Collective IQ® and see how it could benefit your business by reading our Gartner Peer Reviews.