Digital experience. Baked into the business.
Employees
Deserve a Digital Experience
That Actually Works.
Most organizations treat DEX as a technology initiative. We turn it into an enterprise competency, embedded into strategy, operating model, culture, governance, and everyday decision-making.
Most IT Organizations Are Flying Blind
Employees experience slow applications, broken workflows, and degraded devices every day. Most of it never surfaces as a help desk ticket. It just quietly erodes productivity, trust, and the ROI of every technology investment you make.
Most pilots fly visually. In clear conditions, that works. You can see where you are going and navigate with confidence. But visual flight gives you only a partial picture. Instruments reveal what the eye cannot: true altitude, actual airspeed, the state of systems operating behind the panel. Most IT organizations run the same way. Help desk tickets and reported incidents tell you what is visible: what employees chose to escalate, what became loud enough to surface. The larger picture of what employees actually experience every day remains out of frame.
When AI tools get added on top of a fragile digital foundation, the problem compounds. Licenses go unused. Adoption stalls. And leadership has no signal to act on.
"You can't fix what you don't track."
Silent Friction Goes Undetected
Research consistently shows that only a fraction of employee IT issues are ever reported. The majority are silently absorbed as workarounds, lost time, and disengagement.
AI Tools Land on Endpoints You Can't See
Organizations deploying Microsoft Copilot and other AI tools frequently find license utilization well below expectations, with no endpoint telemetry to understand experience quality, friction, or where value is being lost.
IT Teams Remain Reactive
Without real-time endpoint intelligence, IT organizations spend their capacity responding to incidents rather than preventing them. DEX breaks that cycle permanently.
The Silent Majority Goes Unmeasured
Most enterprises measure user sentiment only from employees who contacted support, a small and self-selected fraction of the population. The majority experiencing friction never report it. Without a voluntary, always-available feedback channel, you are measuring the exception and missing the rule.
An Unhealthy Endpoint Undermines Everything
AI tools require a healthy, compliant, and modern endpoint to deliver value. Organizations deploying Copilot and other AI workloads on aging hardware, unsupported operating systems, or inconsistent device configurations are building on an unstable foundation. Workstation health is not a prerequisite for AI readiness. It is AI readiness.
Research commissioned by Nexthink and conducted by Vanson Bourne found that employees report only about half of their workplace technology issues. The other half is silently absorbed as workarounds, lost time, and lowered expectations. For every issue your help desk resolves, another never surfaces. You cannot fix what you cannot see.
Nexthink / Vanson Bourne, 2020. Survey of 3,000 IT professionals and end users across the US, UK, France, and Germany. See the full data set →
Five Ways We Move the Needle
Each engagement is grounded in measurable outcomes, more than implementations. We work with what you have, build what you need, and make sure your organization can sustain it.
DEX Program Design & Implementation
Build or mature your Digital Employee Experience practice using the DEXOps operating model as the foundation. We assess your current state, design the operating model, implement Nexthink, and establish the dashboards, workflows, and governance that make DEX self-sustaining.
AI Observability & Experience Monitoring
Most enterprises have AI tools running without meaningful insight into how they're actually being used or experienced. We surface real-time signals on usage patterns, performance at the endpoint, experience quality, and the friction that blocks value. You get an accurate picture of what AI is doing in your enterprise, not just what was deployed.
Microsoft 365, Copilot & Endpoint Advisory
Strategic guidance on Microsoft 365 readiness, Copilot deployment strategy, and modern endpoint architecture. We help organizations assess their current environment, identify gaps that affect AI performance and DEX maturity, and define the modernization roadmap. The practitioner perspective means your strategy is grounded in how these environments actually behave at scale.
AI Governance & Risk Management
Most enterprises have AI tools running that IT never sanctioned: consumer ChatGPT accessed in the browser, AI coding assistants installed as extensions, and vertical SaaS AI adopted by teams outside procurement. Nexthink identifies these through browser extension monitoring and SaaS connectors, classifies each by data handling risk, and flags policy violations before they become compliance incidents. We use Nexthink AI Activation Hub to build the AI inventory, define the governance policy, and configure enforcement, giving security, compliance, and leadership teams an accurate picture of what's actually running.
User Sentiment & Experience Intelligence
Endpoint telemetry tells you what is happening at the device. User sentiment tells you what it feels like to the person using it. Together they produce a complete picture of digital experience quality. We implement always-available, low-friction sentiment collection alongside your telemetry program so no feedback goes uncaptured, and correlate both data streams into an experience intelligence model that drives confident decision making.
We've Done This at Your Scale
Dexterity Digital was founded by a practitioner who built and led some of the largest DEX and Microsoft deployments in the world, not as a vendor but as the person accountable for making it work.
That experience means we understand enterprise complexity, political dynamics, and the gap between a tool going live and an organization actually changing how it operates.
Our methodology is grounded in the DEXOps operating model: the discipline that turns DEX data into sustained organizational improvement. We apply the five pillars of DEXOps (People, Process, Technology, Communication, and Value) to assess, design, and mature every DEX program we engage with. Learn more about DEXOps.
Understanding Digital Employee Experience
DEX is not a tool. It is a discipline, and most organizations are only scratching the surface of what it can do.
What Is DEX?
Digital Employee Experience (DEX) is the practice of measuring, understanding, and improving the quality of the technology experience employees have every day. It spans devices, applications, networks, and the interactions between them, giving IT organizations real, continuous signal about what is working and what is not.
Unlike traditional IT monitoring, which watches infrastructure, DEX watches the employee. It answers the question that infrastructure tools cannot: what is the actual experience of the person trying to do their job right now?
A mature DEX program shifts IT from reactive to proactive. Rather than waiting for tickets, you see issues form, address them before they affect productivity, and measure the outcome. Rather than guessing at adoption, you observe it. Rather than assuming technology investments are working, you verify it.
"Most organizations know their infrastructure is healthy. Very few know whether their employees' actual experience is healthy. Those are not the same thing. The gap between them is where productivity, trust, and technology ROI are quietly lost."
See Everything
Real-time telemetry across every endpoint, covering device health, application performance, network conditions, and user sentiment, gives IT the full picture, not a filtered sample.
Act Proactively
Detect friction before it becomes a ticket. Automated remediations resolve known issues at scale. Targeted employee engagement surfaces the unknown ones.
Measure What Matters
Connect digital experience metrics to business outcomes. Show leadership not just that IT is running, but that it is enabling the workforce to perform.
What Is DEXOps?
DEXOps is the operational practice of DEX: the continuous cycle of measurement, detection, action, and improvement that turns a DEX platform from a monitoring dashboard into a strategic capability. Just as DevOps transformed software delivery from project-based to continuous, DEXOps transforms IT operations from reactive to preventative.
Having Nexthink installed is not a DEX program. Running DEXOps is. The difference is structure, discipline, and an operating model that sustains results over time.
Visibility
Detection
Remediation
Engagement
Governance
Communication
Value Realization
Continuous Improvement
Where Is Your DEX Program Today?
The DEXOps maturity model defines five stages of DEX program evolution. Most enterprise organizations land at Level 1 or 2: not because they lack tools, but because they lack the operating model to use them effectively.
Every Operation Follows the Same Curve
Software deployment, patching, scripts, policy enforcement, compliance checks, reboots: every endpoint operation in a managed fleet follows the same pattern. The first 90% of devices complete without meaningful friction. Progress is fast, automated, and predictable. Then the curve changes.
The last 10% resist, and not randomly. The same devices appear at the tail of every operation. These endpoints share underlying health issues: configuration drift, aging hardware, corrupted system components, unsanctioned software conflicts, or missed update chains. What presents as a deployment failure is almost always a device health failure underneath it.
As you approach the final few percent, remote remediation stops working. Those devices require hands-on intervention: manual repair by a technician, or in the most stubborn cases, a full OS reimage and rebuild from a clean state. The cost curve goes nearly vertical: technician time, scheduling, logistics, and in distributed environments, hardware shipping or on-site dispatch.
DEX telemetry identifies this population before any operation runs. The devices in the steep tail are already visible in your data: elevated crash rates, degraded performance scores, configuration drift, missed update baselines. You can segment them, plan for them, and address the underlying health before the deployment slope finds them.
DEX Is How You Know AI Is Working
AI tools don't run in a vacuum. They run on endpoints, in applications, with employees who have varying levels of readiness and very different digital experiences. DEX is the layer that makes AI investment visible and accountable.
Adoption Visibility
See exactly which employees are using AI tools, at what frequency, and in which workflows, including where adoption is stalling before it becomes a program failure.
Friction Detection
Identify the experience issues like slow load times, authentication failures, and integration gaps that prevent AI tools from delivering value, before they show up in survey results.
Targeted Engagement
Reach employees at the moment they encounter friction with contextual nudges, tips, and resources, turning passive non-users into active adopters without a training campaign.
"AI doesn't fix a bad digital experience. It amplifies it, for better or worse. Get the foundation right first."Brett Sonderby, Dexterity Digital
The Complete Picture Requires Both Layers
Endpoint telemetry captures what is happening at the device. User sentiment captures what it feels like to the person using it. A mature DEX program measures both, because hard metrics alone cannot tell you whether employees are actually getting value from their technology.
Always Available, Never Forced
Effective sentiment collection is voluntary, low friction, and available whenever an employee has something to say. Not a scheduled survey. Not triggered by a support call. A persistent channel that respects the employee's time and captures feedback in the moment it is most relevant.
Beyond the Support Sample
Organizations that only measure sentiment through support interactions are hearing from a fraction of the affected population. The majority of employees experiencing friction never file a ticket. They adapt, work around, or quietly disengage. That data is invisible without a direct feedback channel.
Sentiment Meets Telemetry
When user feedback is correlated with endpoint telemetry, patterns emerge that neither source reveals alone. A metric that looks acceptable in the data may be generating significant frustration in practice. Correlation between both streams produces the experience intelligence that drives confident action.
Workstation Health Is Step One
An AI strategy built on an unhealthy device estate is not a strategy. AI tools require healthy, compliant, and modern endpoints to deliver value. Before you can measure AI adoption, before you can track experience quality, the endpoint itself has to be ready.
Health and Compliance First
Device health, OS currency, patch compliance, and configuration baselines are not hygiene tasks. They are the foundation every AI workload runs on. Organizations that skip this step discover the gap when adoption underperforms and have no signal to explain why.
Cloud-Native as the Architecture
Modern endpoint management, including cloud-native provisioning, policy-driven compliance, and unified management through Intune and Autopilot, is the architecture that makes a productive workforce platform sustainable. It scales to wherever employees work and creates the consistency that AI tools depend on.
The Sequencing That Matters
The organizations that get the most from AI investment follow a consistent pattern: healthy and compliant endpoints first, then continuous DEX measurement, then AI deployment on a platform that is ready for it. Each layer depends on the one beneath it. DEX is the measurement system that confirms the foundation is holding.
Built for the Human Side of Technology
His name is DEX. The American Bully is purpose-bred for one thing: people. Despite an imposing presence, the breed was developed specifically as a companion, loyal, alert, and entirely oriented around the humans it works alongside. That's not an accident. It's the point.
Enterprises spend millions deploying tools, platforms, and AI, then discover that adoption is stalling, productivity isn't moving, and no one can explain why. The gap between what's deployed and what's actually working is a human problem, not a technology problem. Technology doesn't produce outcomes. People do.
Dexterity Digital exists to close that gap. We bring the visibility, the measurement, and the program design so your technology investment reaches the people it was meant for, so those people can do their best work. DEX isn't decoration. He's a reminder of what every technology decision is ultimately for.
Practitioners, Not Theorists
Every engagement is led by people who have done this work at enterprise scale, not analysts who have studied it from a distance.
Brett Sonderby is an enterprise technology practitioner with 25 years leading digital workplace strategy, endpoint engineering, and enterprise AI deployment at scale. He built and led one of the largest Nexthink DEX programs in the world, a 150,000-endpoint enterprise deployment at Deloitte, reducing support tickets by 38% and improving employee experience scores by 25%. He was among the first to deploy Microsoft Copilot at enterprise scale, rolling it out to 40,000 users and achieving 15% productivity improvements and a 40% reduction in Copilot-related support tickets.
Brett introduced Nexthink to Deloitte in 2015, building the executive business case for a multi-million dollar investment on a single principle: you can't fix what you don't measure. That shift drove a decade of transformation from reactive incident management to proactive, data-driven employee experience delivery. He holds a Master of Science in Information Science from Penn State, a Lean Six Sigma Greenbelt, and ITIL v4 certification, and serves as a Practitioner Advisory Council member at The DEX Authority, contributing to the development of enterprise DEX operating standards.
After spending years inside one of the world's largest professional services firms, Brett saw the same dynamic play out across enterprise IT: organizations invested in DEX technology but lacked the strategic framework to turn it into business value. The tools were deployed. The data was there. But the conversations that needed to happen at the leadership level, connecting DEX to business productivity, AI readiness, and technology ROI, were not. He founded Dexterity Digital to close that gap. Too many IT teams know DEX matters but cannot get traction with business leadership because DEX has been positioned as a monitoring tool rather than a business strategy. Dexterity Digital is built to change that framing, have those conversations at the leadership level, and then deliver the work that follows.
Brittany Nicola brings over a decade of experience in finance, audit, and corporate compliance. Her career spans four years as Audit In-Charge at Deloitte followed by enterprise finance consulting, then a progression through compliance operations and communications leadership at Spark Therapeutics, where she built the compliance function's training and communications capability from scratch. Her undergraduate concentration in fraud investigation gives her an auditor's instinct for where data can be gamed, misrepresented, or simply misunderstood.
At Spark Therapeutics, Brittany designed the company's full compliance training curriculum in a regulated pharmaceutical environment where training gaps carry legal and financial exposure. That work included interactive e-learnings on Code of Conduct and healthcare professional interactions, microlearning modules on Gifts and Entertainment, Speak Up, and Confidentiality, and role-based curricula tailored to specific job functions across the organization. She administered the Learning Management System, owned training completion tracking, and led the communications strategy that drove adoption enterprise-wide. In a pharma environment, training is not optional and it is not self-service. It has to reach everyone, be demonstrably effective, and hold up to audit.
She brings that same discipline to the adoption side of technology programs. DEX is fundamentally a behavioral change program as much as a technology deployment. Getting IT teams, managers, and business stakeholders to act on DEX data requires structured communications, role-appropriate training, and governance that holds people accountable. Brittany's background makes her a natural fit for organizations where adoption has to stick.
Let's Talk About Your Digital Workplace
Whether you are building a DEX program from scratch, trying to get more from your Nexthink investment, or preparing your organization for AI at scale, we can help. Schedule a complimentary 30-minute consultation.