The way we work has changed, and technology plays a central role in how employees do their jobs. For organisations operating across distributed teams and complex infrastructures, this shift demands more than surface-level updates. It requires a focus on how employees interact with technology, and understanding how systems perform under pressure, and how digital tools support everyday work.
When such digital tools don't meet expectations, they negatively affect productivity, employee satisfaction, and overall business performance. In this shifting landscape, Digital Employee Experience (DEX) has emerged as a critical area of focus. From logging into systems and completing workflows to the quality of network performance and ease of issue resolution, these everyday experiences shape how efficiently teams can operate.
Research conducted by TeamViewer and Bloomberg Media reveals that 76 percent of businesses have increased their budgets allocated to digital transformation initiatives over the past two to three years.
The higher budget shows that leaders recognise the need for better digital infrastructure. The numbers further highlight that investments in cybersecurity and data protection are not keeping pace. This gap creates risk, especially as more operations shift online.
Companies must shift from reactive to proactive IT
Companies still operate in a reactive mode when it comes to IT. The tendency to identify problems after disruptions forces the support teams to troubleshoot without clear visibility into the systems they manage. This approach not only delays resolution but frustrates employees who feel unsupported.
The report highlights how some organisations are moving away from this cycle by adopting real-time monitoring and predictive analytics. By gaining visibility into device and application performance across the enterprise, IT teams can detect issues early, prevent downtime, and respond faster when problems arise.
For example, one speciality insurance company has reduced average troubleshooting time by 30 minutes per interaction after implementing real-time monitoring. With better tools in place, the IT team could act before employees even noticed a problem.
This kind of responsiveness not only saves time, but it also builds trust between employees and the systems they rely on every day. However, as companies accelerate digital adoption, security challenges grow more complex.
Why secure digital interactions are non-negotiable
This is especially true in sectors including manufacturing and retail, where operational technology must be both connected and protected. In these environments, the risks of cyberattacks are not hypothetical; they are immediate and potentially costly.
This calls for having a centralised and secure control over digital operations. One manufacturing company addressed this need by implementing strict access rules for its support teams around the world. With remote support being a critical part of the customer service model, the company had to ensure that every connection was secure, monitored, and compliant. Centralising access through a single platform allowed them to scale operations without compromising security.
This need for balance between access and protection is becoming a top priority. Global spending on operational technology (OT) cybersecurity is expected to reach $21.6 billion by 2028. As more devices, machines, and systems connect to the network, the stakes for securing rise. For IT leaders, this means evaluating not only the performance of systems but the safety of every digital interaction within the organisation.
The real-world impact of digital failure can be costly
The consequences of underinvesting in digital readiness are not theoretical. The report shares one example of a major retailer that experienced a point-of-sale outage during a peak sales period, resulting in a loss of nearly $1 million in just a few hours. Beyond the immediate financial impact, the incident damaged customer experience and revealed vulnerabilities in the company’s digital setup.
Later, the retailer shifted strategy, adopting tools that gave employees and IT teams the ability to detect potential issues in advance and take preventive action. The change has helped the organisation strengthen its ability to handle future disruptions and avoid repeating past mistakes.
A practical next step for IT leaders
To support today’s digital workplace, IT leaders need a platform that offers real-time visibility into system performance, enables secure remote access, and helps resolve issues before they disrupt operations. TeamViewer’s platform can easily cater to such needs. Known traditionally for its remote access and support capabilities, the platform helps organisations monitor systems, maintain secure connections, and manage remote operations on a scale.
With a customer base of over 660,000, the company benefits from what it refers to as “collective intelligence” - the ability to learn from how diverse businesses use its platform and feed those insights back into product development. This approach allows the platform to evolve in ways that reflect real-world needs.
Are you looking to boost digital readiness, cut IT issues, and improve employee experience, along with practical insights, data, and real-world examples to guide strategy?
Download the full report to learn how organisations across industries are rethinking the workplace, and what you can do to lead that change in your own.