Insights

Digital Employee Experience (DEX) solutions are starting to become common for organizations as they seek to understand and enhance how employees interact with their digital workplace. Platforms like Nexthink offer powerful insights into system performance, employee sentiment, and user experience. Yet, despite these capabilities, many DEX implementations fail to deliver meaningful ROI. Why? Because most…

Coming out of ServiceNow’s Knowledge conference, I’ve found my AI hype batteries fully recharged. Everything was AI—ServiceNow, customers, vendors; everyone was buzzing about the promise of agentic AI. The big question: What AI agents should we prioritize to better serve our customers and enhance our solution offerings? Unfortunately, the skeptic in me couldn’t help but…

Traditional password sharing has long been a thorn in the side of IT organizations. If you follow Microsoft’s trends, you’ll notice a growing shift away from user account passwords and the traditional requirement to change them regularly. Organizations that enforce multifactor authentication (MFA)—and require at least one passwordless method, such as Microsoft Authenticator—are more secure…

After nearly two decades in the IT services world, I’ve been part of more RFPs than I can count. Some good, many painful. If I’m being honest, the traditional RFP process often reminds me of stories I’ve heard of bad dating app experiences: impersonal, sometimes deceptive, misleading, with mistaken expectations, and usually ending in disappointment…

Just because something is simple doesn’t mean it’s not important. That’s especially true when it comes to having an IT roadmap or a strategic technology plan. Knowing where you’re going—and how you’re going to get there—is critical for several reasons. 1. Direction and Team Alignment A clear roadmap gives your team a unified goal and…

If you are having trouble progressing IT initiatives within your organization, it’s likely Acceptable Risk has not been defined through mutual collaboration between IT and Business Stakeholders. For IT organizations that prioritize end user experience, deployment plans can regularly become overcomplicated extending timelines, increasing IT costs, and delaying critical technology enhancements end user’s desire. Here…

While AI Is in High Demand, Organizational Readiness Lags Many organizations adopt AI before laying the necessary groundwork. Address These Challenges Before Implementing AI To ensure AI adoption leads to real benefits, organizations must first address these core challenges: Data Readiness AI thrives on high-quality, well-organized data. Without high-quality information, even the best AI tools…

The future of IT support is no longer a speculative vision—it’s taking shape today, powered by artificial intelligence (AI). This isn’t about chasing sci-fi fantasies; it’s about leveraging AI to solve real problems now while building toward a transformative tomorrow. Enterprises can embark on this journey with a pragmatic, phased approach: crawl with immediate actions,…

Never Underestimate the Organizational Change Management (OCM) Required As a Managed Services provider, we see it time and time again—organizations making significant technology investments, expecting a seamless transition with transformation outcomes, only to struggle with user adoption, poor engagement, and underwhelming results.  This unfortunate outcome can often be attributed to underestimating the necessary Organizational Change…