DEX Decoded: Your key to digital workplace excellence

I started exploring digital employee experience (DEX) nearly eight years ago as an analyst—driven by a deep curiosity about how technology could make work better. Today, I get to help shape those conversations from the inside, at a company that’s actively redefining the digital workplace on a global scale. With over 660,000 customers globally, TeamViewer is in a unique position to bring a great digital employee experience not just to knowledge workers in large enterprises, but to every employee, everywhere.

Now, I’m thrilled to share my first piece of thought leadership in my new role: DEX Decoded, a six-part series where I’ll break down everything you need to know about Digital Employee Experience (DEX): what it is, why it’s rising in importance, how organizations are using it to get ahead, and where we think it’s headed through 2026 and beyond.

In this first post, we’re zooming out a bit to look at the big picture: what DEX is and why it matters.

The mission of DEX: Bringing the human into the digital workplace

              ^{_{Far away from my desk, rock climbing in the Red Rock Conservation Area near Las Vega}}

I’ve got a confession to make: when I was a kid, the business world was the last place I imagined myself ending up.

Back then, I could think of a hundred things more exciting than work—music, soccer, beach days, travel. Anything that didn’t involve sitting at a desk filing paperwork (which, to be fair, was my childhood idea of a “job”). Even into my twenties, I had romantic visions of rock climbing and living out of my car, On The Road or Into the Wild-style. That felt way more inspiring than grinding away in an office with an immobile desktop computer and wired headset.

Then I discovered DEX. And everything changed.

If that sounds like a dream-crushing twist, don’t worry, it’s not. Quite the opposite, actually. Before joining TeamViewer, I spent 11 years as an industry analyst at Forrester. One of the things I loved about that role was how deeply we were encouraged to explore not just technology trends, but their human impact. We looked at how tech shaped not just industries, but people’s lives.

Around that time, mobile was exploding into the enterprise. The desktop died for many. Cloud and SaaS were taking over. Home internet got good enough to finally break the office tether. Forrester even offered one day of remote work to junior employees—which got me thinking:

• Could technology make work better?
• Could it break the old “desk until retirement” paradigm?
• Could a great DEX actually lead to a better human experience?

That curiosity sent me down a rabbit hole of organizational psychology, neuroscience, and employee experience research—led by the visionary Forrester analyst David Brodeur-Johnson. Dave’s research at Forrester revealed a clear connection between digital tools and employee engagement, and crucially, between bad tech and burnout.  

It clicked for me: if we can make work even slightly more enjoyable by improving the digital tools people use every day, we can unlock massive value—not just for businesses, but for people. We could move beyond long, deskbound days and create a technology environment that empowers people to design more flexible, fulfilling lives based on their own terms.

And that idea has guided my work to this day. It’s why I joined TeamViewer, where our mission is to “Make Work Work Better.”

Driving customer obsession through employee obsession

At Forrester, we talked a lot about “customer obsession.” The idea was that if you placed the customer at the center of your strategic decisions, everything else—revenue growth, retention, loyalty—would follow.

The hypothesis was correct. Companies that were customer-obsessed saw clear, consistent performance advantages. Forrester proved customer-obsessed companies have two times higher revenue growth, two times higher profitability growth, and two times higher customer retention.

Of course, you can’t be truly customer-obsessed if you’re also not employee-obsessed. Why? Because employees deliver that customer experience.

If your employees are bogged down by slow devices, clunky apps, crashing software, and molasses-speed networks, then no matter how customer-focused your vision is, execution will suffer.

That’s where DEX comes in.

From concept to category: The rise of the DEX market

So what is DEX, really?

Conceptually, digital employee experience (DEX) is about understanding what it actually feels like for your employees to work in your digital workplace.

At its best, DEX lets people focus on what matters most: getting their work done. It allows technology to fade into the background, giving employees the chance to operate in the highest state of human performance, what the late groundbreaking psychologist Mihaly Csikszentmihalyi called “flow.”

Back in 2018, when I first started researching this space, “DEX” wasn’t even a term. There were just frustrated IT teams and disengaged employees suffering from poor digital experiences—without the language or tools to explain why.

Fast forward to today, and DEX has become a defined category. It’s a growing set of capabilities that helps IT teams actively measure, manage, and improve employee experience across the digital workplace. Gartner forecasts that the market will grow at a compound annual rate of 23% through 2028 to exceed $1.7 billionx.

From a technology and market standpoint, DEX tools deliver three essential capabilities that go far beyond traditional monitoring:

Edge observability

Unlike other tools that focus on monitoring infrastructure or external websites, DEX tools collect real-time data directly from employee devices and browsers—right where the work happens. This provides a true picture of the digital employee experience.

Critically, they also capture employee sentiment, helping digital workplace leaders understand how people perceive their experience—not just how the systems perform.

At TeamViewer, we’ve built a holistic DEX platform that covers every angle of the digital workplace: devices, SaaS apps, networking, virtual desktops, remote support, all layered with AI and automation.

Cloud-based insights

Raw data is just the start—it’s the insights that drive action. DEX platforms use the cloud to analyze this data, surface what matters, and recommend next steps. That means smarter prioritization and better strategic decisions. Cloud is essential for historical DEX analysis, benchmarking, and AI, but TeamViewer’s DEX agent stands out by also acting intelligently at the edge, enabling faster, cloud-independent remediation.

I’m especially excited about TeamViewer Intelligence, our new capability that analyzes remote support sessions to summarize key insights alongside an AI-powered assistant that enables IT staff to streamline troubleshooting within the session. Looking ahead, the insights generated from Intelligence will feed into automated workflows, creating a powerful feedback loop that will help IT leaders proactively manage the experience.

Instant automation

Monitoring alone isn’t enough. The real power of DEX comes from its ability to fix issues automatically.

While many platforms rely on rigid if-this-then-that scripts, TeamViewer offers a full automation suite designed to keep devices always running optimally, triggering real-time fixes, even offline. With thousands of out-of-the-box automations already available, customers can drive value fast. And now, with generative AI, we’re focused on making it even easier to build custom automations on the fly.

Sounds great, but how can we prove the value?

From cost center to value creator: The role of DEX in digital workplaces

I’ve heard it time and again from IT practitioners: “DEX is my path to promotion.”

EUC and service desk practitioners are realizing that without transforming how they manage the digital workplace, they risk being left behind. The old model—relying on service desk tickets and word of mouth—isn’t enough anymore. In fact, Gartner predicts that by 2028, over half of end-user services leaders will be replaced if they fail to measurably improve the digital employee experience. Many of them see DEX as a way to help their companies transform.

As much as I’d love to believe that companies invest in DEX simply because it’s the right thing to do, the reality is different. While many IT leaders are on board, it’s usually the CFO or CIO who signs off on the investment.

That’s why it’s critical to connect DEX to clear business value—by persona. While the below is not an exhaustive list of DEX use cases, these are some of the most common ways to build a business case:  

Breaking the cycle of bad DEX

We use the term “silent sufferers” all the time to describe employees with persistent tech challenges, but it’s what happens after days, weeks, and months of suffering that matters the most: employees start opening their mouths and talking about how hard it is to work at your company. Eventually, they leave.

At TeamViewer, I see the opportunity to change that, and deliver technology that just works: quietly, reliably, and intuitively. Much like Bill Gates once envisioned “a computer on every desk”, our vision is DEX in every organization worldwide—creating better work experiences for every employee, everywhere.

And with that, it’s time to stretch my legs and get away from this desk.

Thank you for reading, and until next time,

Andrew

What’s coming next

Tune into next month’s blog post where we’ll be covering the role of DEX in the SMB market.

Want to connect with Andrew? Follow him on LinkedIn and Medium.