The DEX Show: A Show for IT Change Makers

The team sits down with Maurice van den Driessche, Senior Solution Consultant at Nexthink, to explore the real-world evolution of XLAs. With nearly seven years at Nexthink and deep experience in IT governance and service management, Maurice offers candid insights on the power and pitfalls of experience-level agreements in 2025. From sentiment-driven IT to the emergence of the Experience Management Office, this episode is a must-listen for anyone aiming to move beyond KPIs and into actionable, people-first service transformation. Listen to Alan Nance on XLAs hereDownload part 1, 'Transformation: Driving Adoption, Productivity, and Change in the AI Era',  free of charge right here Register for Nexthink Experience 2025 hereDownload a free copy of the Gartner® Magic Quadrant™ for DEX Tools here (or head to Nexthink.com)Download a free copy of Forrester's 2024 EUEM Wave™ report hereFor more amazing DEX content, including podcasts, articles and exclusive research, head over to the DEX Hub (dex.nexthink.com).To hear more interviews like this one, subscribe to the Digital Employee Experience Podcast on Apple Podcasts, Spotify, or your preferred podcast platform

In this episode of The DEX Show, we go behind the curtain with Seth White, founder at Ellipsys, to unpack the real work required to make Digital Employee Experience (DEX) successful. From building the right operational structures to dealing with tool sprawl, Seth gives a grounded, candid view of how to actually drive measurable outcomes with DEX initiatives. No hype—just what works.Download part 1, 'Transformation: Driving Adoption, Productivity, and Change in the AI Era',  free of charge right here Register for Nexthink Experience 2025 hereDownload a free copy of the Gartner® Magic Quadrant™ for DEX Tools here (or head to Nexthink.com)Download a free copy of Forrester's 2024 EUEM Wave™ report hereFor more amazing DEX content, including podcasts, articles and exclusive research, head over to the DEX Hub (dex.nexthink.com).To hear more interviews like this one, subscribe to the Digital Employee Experience Podcast on Apple Podcasts, Spotify, or your preferred podcast platform.

In this Reality Bites, the team explores the first installment of 'IT’s New Mandate: The Science of Productivity,' a new two-part research report produced in partnership with Vanson Bourne. Tim is on a well-earned break, but the rest of the crew (Tom, Sean, Dina, Megan, Oriana) is on hand to dissect the findings from part one of the study (available below) which explores how IT is navigating the AI era—especially through the lenses of adoption, digital dexterity, and business value. This is the must-listen launchpad for understanding how IT leaders are rethinking productivity in 2025—and where they still have blind spots.Download part 1, 'Transformation: Driving Adoption, Productivity, and Change in the AI Era',  free of charge right here Register for Nexthink Experience 2025 hereDownload a free copy of the Gartner® Magic Quadrant™ for DEX Tools here (or head to Nexthink.com)Download a free copy of Forrester's 2024 EUEM Wave™ report hereFor more amazing DEX content, including podcasts, articles and exclusive research, head over to the DEX Hub (dex.nexthink.com).To hear more interviews like this one, subscribe to the Digital Employee Experience Podcast on Apple Podcasts, Spotify, or your preferred podcast platform.

Heather E. McGowan—renowned future-of-work strategist, keynote speaker, and bestselling author of The Adaptation Advantage and The Empathy Advantage—joins Tim and Tom to explore the deep changes shaping work, leadership, and society.Heather shares her insights on why continuous learning, empathy-driven leadership, and trust-building are now strategic imperatives in the face of accelerating technological, cultural, and societal disruption.A wonderful conversation with a special thinker!Check out Heather's new website here Learn more about Nexthink's Adopt hereDownload a free copy of Forrester's 2024 EUEM Wave™ report hereFor more amazing DEX content, including podcasts, articles and exclusive research, head over to the DEX Hub (dex.nexthink.com).To hear more interviews like this one, subscribe to the Digital Employee Experience Podcast on Apple Podcasts, Spotify, or your preferred podcast platform.Listening on a desktop & can’t see the links? Just search for Digital Employee Experience in your favorite podcast player.

Say hello to your new digital sidekick! In this very special episode of The DEX Show, we go full sci-fi as Tim and Tom not only speak with Nexthink's Senior Product Manager Marc Petter… but also with Nexthink Assist 2.0 itself. Yes, you read that right. Nexthink's new AI-powered DEX assistant joins us on mic to demo its dazzling new capabilities—from identifying key experience trends to generating strategic cost-saving recommendations in seconds.Marc shares the vision behind this revolutionary upgrade and explains why Assist 2.0 is so much more than a query tool—it’s an analyst, a guide, and a force multiplier for IT teams. Listen to Mohamed and Maxime explain how they taught Assist NQL here and read their blog hereLearn more about Assist hereRegister for Nexthink Experience 2025 hereDownload a free copy of the Gartner® Magic Quadrant™ for DEX Tools here (or head to Nexthink.com)Download a free copy of Forrester's 2024 EUEM Wave™ report hereFor more amazing DEX content, including podcasts, articles and exclusive research, head over to the DEX Hub (dex.nexthink.com).To hear more interviews like this one, subscribe to the Digital Employee Experience Podcast on Apple Podcasts, Spotify, or your preferred podcast platform.

In this vintage DEX Show, Tim and Tom sit down once again with returning favorite Andrew Hewitt, Principal Analyst at Forrester and longtime expert on digital employee experience (DEX). The trio explore the biggest trends reshaping the future of work—including why tech adoption has skyrocketed to the top of every IT leader’s priority list in 2025.Topics discussed include:Why “getting more for less” is driving adoption to the top of the digital workplace agendaThe growing convergence of DEX and digital adoption platforms (DAP)How leading enterprises are embedding DEX thinking into product teams and decentralizing the “experience office”What mature organizations are doing differently—and why HR-IT alignment is no longer optionalWhy generative AI is putting new pressure on enablement, training, and behavioral adoptionThe neuroscience of DEX, flow states, and the emotional intelligence required to design systems for humansLearn more about Nexthink's Adopt hereDownload a free copy of Forrester's 2024 EUEM Wave™ report hereFor more amazing DEX content, including podcasts, articles and exclusive research, head over to the DEX Hub (dex.nexthink.com).To hear more interviews like this one, subscribe to the Digital Employee Experience Podcast on Apple Podcasts, Spotify, or your preferred podcast platform.Listening on a desktop & can’t see the links? Just search for Digital Employee Experience in your favorite podcast player.

This very special Reality Bytes explores one of Nexthink’s most exciting and ambitious AI projects to date. Tim and Tom are joined by Mohamed Kafsi, Director of AI Diagnostics, and Maxime Kinet, Tech Lead in Diagnostics, to tell the incredible story of teaching a large language model to speak Nexthink Query Language (NQL) — and what it means for the future of digital employee experience.You’ll hear: 🔍 How Nexthink Assist evolved from a query generator into a true DEX analyst🧠 Why teaching AI to reason (not just autocomplete) is the next frontier📊 Assist’s upcoming capabilities—from generating reports to learning from peers⚡️ Why this is so much more than just another chatbot—it’s the start of a revolution in IT operationsRead Mohamed and Maxime's blog hereLearn more about Assist hereRegister for Nexthink Experience 2025 hereDownload a free copy of the Gartner® Magic Quadrant™ for DEX Tools here (or head to Nexthink.com)Download a free copy of Forrester's 2024 EUEM Wave™ report hereFor more amazing DEX content, including podcasts, articles and exclusive research, head over to the DEX Hub (dex.nexthink.com).To hear more interviews like this one, subscribe to the Digital Employee Experience Podcast on Apple Podcasts, Spotify, or your preferred podcast platform.Listening on a desktop & can’t see the links? Just search for Digital Employee Experience in your favorite podcast player.

What happens when IT stops thinking like a helpdesk and starts acting like a user experience powerhouse?In this episode, Tim and Tom catch up with Robin Milton-Schönemann, most recently User Platform Engineering Manager at Man Group, to unpack a radical, human-centered approach to EUC and IT. From white-glove onboarding to sentiment-driven service delivery, Robin breaks down how to turn IT from gatekeeper into enabler—and why “Are you having a good time?” might be the ultimate success metric.In this conversation:🔧 How Robin’s team transformed onboarding into a proactive, personalized experience🎯 Why curated choice beats overwhelming options every time📦 What white-glove IT actually looks like in practice🤖 The future of LLMs and digital agents as tailored IT support📊 How sentiment and feedback drove constant innovation💡 Why IT’s future lies in human empathy, not just technical excellenceWhether you work in IT, digital workplace strategy, or simply care about improving employee experience—there’s plenty to take away from this one.Register for Nexthink Experience 2025 here Read the Nexthink report, 'The Death (and Rebirth) of the Service Desk: How AI & Automation Are Reshaping IT and Enterprise Productivity', right hereDownload a free copy of the Gartner® Magic Quadrant™ for DEX Tools here (or head to Nexthink.com)Download a free copy of Forrester's 2024 EUEM Wave™ report hereFor more amazing DEX content, including podcasts, articles and exclusive research, head over to the DEX Hub (dex.nexthink.com).To hear more interviews like this one, subscribe to the Digital Employee Experience Podcast on Apple Podcasts, Spotify, or your preferred podcast platform.Listening on a desktop & can’t see the links? Just search for Digital Employee Experience in your favorite podcast player.

The whole panel is back in full force! Tim, Tom, Sean, Dina, Oriana, and Megan come together to unpack the future of Digital Employee Experience (DEX). With AI reshaping the way we work, is DEX entering a new era of influence across IT, HR, and beyond? Or are we seeing a period of consolidation where DEX solidifies its place as a core business investment?In this episode:🔍 The evolution of DEX – transformation or consolidation?🤖 AI’s role in shaping the next wave of workplace intelligence🏢 Breaking down corporate silos – how IT and HR must collaborate💡 Operationalizing DEX: moving from concept to measurable impact📊 Transparency & adoption – why tracking success is key🔥 The ‘Holy Cow’ moments: how AI will redefine the DEX experienceThis episode is a must-listen for IT leaders, digital workplace strategists, and anyone invested in the future of employee experience.Watch Nexthink Experience 24 presentations on-demand here Read the Nexthink report, 'The Death (and Rebirth) of the Service Desk: How AI & Automation Are Reshaping IT and Enterprise Productivity', right hereDownload a free copy of the Gartner® Magic Quadrant™ for DEX Tools here (or head to Nexthink.com)Download a free copy of Forrester's 2024 EUEM Wave™ report hereFor more amazing DEX content, including podcasts, articles and exclusive research, head over to the DEX Hub (dex.nexthink.com).To hear more interviews like this one, subscribe to the Digital Employee Experience Podcast on Apple Podcasts, Spotify, or your preferred podcast platform.Listening on a desktop & can’t see the links? Just search for Digital Employee Experience in your favorite podcast player.

Tim and Tom welcome back Alan Nance, VP for Experience Advocacy at the XLA Institute, for a long-overdue deep dive into the explosive growth of Experience Level Agreements (XLAs). From the early days of skepticism to today's full-scale adoption by global enterprises, Alan shares insights on how the XLA movement is reshaping IT and digital workplace strategy.In this episode:🚀 The XLA tipping point – is 2025 the year?🏆 Why major brands are finally investing in experience management🤖 AI’s role in shaping the next wave of digital experience🔮 Alan’s predictions for the future of service, IT, and business transformationIf you're in IT, digital workplace, or experience management, this is a must-listen!Read more about the XLA Insitute hereWatch Nexthink Experience 25 presentations on-demand here Read the Nexthink report, 'The Death (and Rebirth) of the Service Desk: How AI & Automation Are Reshaping IT and Enterprise Productivity', right hereDownload a free copy of the Gartner® Magic Quadrant™ for DEX Tools here (or head to Nexthink.com)Download a free copy of Forrester's 2024 EUEM Wave™ report hereFor more amazing DEX content, including podcasts, articles and exclusive research, head over to the DEX Hub (dex.nexthink.com).To hear more interviews like this one, subscribe to the Digital Employee Experience Podcast on Apple Podcasts, Spotify, or your preferred podcast platform.Listening on a desktop & can’t see the links? Just search for Digital Employee Experience in your favorite podcast player.