Mondelēz International turns experience intelligence into productivity gains with HCLTech
Overview
At Mondelēz International, employee experience is closely tied to business productivity. With employees relying on digital technology every day, even small issues across devices, applications and digital services can quickly become productivity problems.
The challenge was not simply to fix IT issues faster. It was to understand where technology was getting in the way of work and act before those issues disrupted employees.
Working together Mondelēz International, HCLTech and Nexthink evolved the organization’s approach to Digital Employee Experience (DEX), bringing together experience intelligence, automation and proactive remediation to identify and eliminate digital friction at scale.
The result: 10,200+ hours of productivity restored every month, 92% of endpoint fixes automated and a significant reduction in employees experiencing digital friction.
The Challenge
When technology gets in the way of work, the impact goes beyond IT
For a global workforce, digital friction rarely looks like one major problem. It can be a slow device, a storage issue, an application behaving unexpectedly or a routine task that repeatedly interrupts an employee's day.
Individually, these issues may seem small. Across a large and diverse workforce, they add up.
Mondelēz International wanted to move beyond waiting for employees to report problems and instead understand the experience they were having across their digital workplace ecosystem.
The focus was clear:
- Understand where technology was getting in the way of work
- Identify friction points across a large and diverse employee base
- Act on those signals before they become visible productivity problems
- Give teams the intelligence to prioritize the issues that mattered most to employees
The ambition was simple: make technology work better for the people who depend on it every day.
The Objective
Turning experience signals into action
Mondelēz International’s vision was to look beyond numbers and make employee experience paramount. They wanted to turn experience intelligence into action by using employee insights to guide where IT should intervene, automate and improve.
That vision translated into a shared focus on:
- Improving the Digital Employee Experience across the enterprise
- Moving from reactive support to proactive experience management
- Increasing automation and self-healing across common endpoint issues
- Reducing employee downtime and improving endpoint reliability
- Continuously identifying and removing sources of digital friction
This meant changing the question from “What issue did the employee report?” to “What can we see happening before the employee needs to report it?”
The Solution
Engineering out digital friction before it reaches employees
We together established an experience-centric Digital Workplace Operations model powered by Nexthink.
The approach brought together experience intelligence, analytics, proactive monitoring and intelligent automation to give teams a clearer view of what was happening across the digital workplace ecosystem and more importantly, where action was needed.
A key part of the approach was building experience intelligence into the wider digital workplace ecosystem. Tech Champions were identified across all pillars of the digital workplace and trained on Nexthink, enabling teams to gain greater visibility into application and device telemetry, as well as user sentiment. This helped bring experience insights closer to the teams managing different aspects of the employee technology journey.
The model continuously identified signals across devices and applications and enabled teams to intervene before those signals became productivity problems.
This included:
- DEX insights to identify anomalies and emerging friction across devices and applications
- Automated self-healing to resolve common endpoint issues without requiring employee intervention
- Proactive remediation campaigns across device health, password management, storage, patch compliance and restart management
- Dedicated monitoring for executive and business critical users to help protect uninterrupted productivity
- Continuous DEX measurement to understand experience gaps and guide improvement priorities
The shift was fundamental. Instead of waiting for employees to tell IT what was wrong, IT could see where the experience was breaking down and act first.
The Impact
From fixing problems to preventing them
The transformation has delivered measurable gains for both employees and IT teams.
- 10,200+ hours of productivity restored every month
- 1,100+ proactive remediations every month, addressing issues before they became employee disruptions
- 92% of endpoint fixes automated, reducing manual intervention and allowing IT teams to focus on higher-value priorities
- DEX score increased from 57 to 82 in 12 months, demonstrating a measurable improvement in employee experience
- Employees experiencing digital friction reduced to 1.4K
- ~15K remote fixes completed, resolving issues without traditional user-driven support
- 63.3 TB of storage reclaimed, improving endpoint health and recovering valuable capacity
- CSAT reached 4.72/5 in 12 months, reflecting strong employee experience so teams can stay focused on enabling better customer experiences
These numbers show what becomes possible when employee experience data is used to make better decisions and when technology issues are addressed before they become someone else's productivity problem.
The Bigger Shift
For Mondelēz International, the journey was about creating digital experiences for people to do their best work without unnecessary friction.
DEX insights provide visibility. Automation provides the speed. And proactive intervention helps ensure that technology problems are addressed before employees have to stop and deal with them.
The ultimate measure of DEX may not be how quickly an issue is resolved. It may be how many issues employees never have to experience in the first place.
Move from reactive support to proactive with experience-led digital workplace management. Learn more about HCLTech’s AI-led DEX approach.
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