Nexthink builds bridges between IT and what users want
Business Management

Nexthink builds bridges between IT and what users want

The founder of a service that is aimed at improving employees' experience of information technology has some good news for IT departments: your users don't really hate you.

For decades now, corporate IT has laboured under the (perhaps clichéd and mythical) perception that it is staffed by individuals who communicate in obscure jargon and still fail to satisfy the needs of staff. But things might not be that bad.

"Companies exaggerate complaints about IT and there a huge number of people happy with IT," says Pedro Bados, the Spanish CEO of Switzerland-headquartered Nexthink.

He should know. In the early 2000s, Bados, a computer science grad, was in Lausanne at the EPFL scientific research facility, working on an AI-related research project in the field of identity theft, when he pondered the contradiction that although IT is front and centre of the way many of us perform our jobs, IT didn't know a lot about its customers. Out of that conundrum came the roots of Nexthink (the name suggests forward thinking), founded in 2004.

That point about the IT/employee disconnect is surely true though. The IT department, in part for security reasons, is often physically separated from where most employees sit and the complex nature of technology means that there can be yawning chasms between what users think and what IT knows, unless CIOs are proactive in collecting feedback. Bados's answer was to start developing software that would help IT to make its customers happier with more visibility into issues, by collecting user feedback, creating a connection between IT and employee and even holding out the possibility of resolving issues automatically. Today, the company monitors millions of endpoints for over 1,000 customers worldwide in a field it calls "digital employee experience".

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Martin Veitch

Martin Veitch is Contributing Editor for IDG Connect

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