Member of the Management Board and Chief Revenue Officer (CRO), TeamViewer SE
Exploring the Impact of Digital Employee Experience on Business Success with Mark Banfield
Want to turbocharge your business by enhancing the digital employee experience? We promise you'll acquire the keys to this ...
Transcript (23 segments)
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Host0:00
From the heart of Dubai, welcome to the CTO show. I'm M.T. Today I'm pleased to have Mark Banfield, CEO of 1E. Mark, the floor is yours.
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Mark Banfield1:07
Thank you. I'm Mark Banfield, CEO of 1E. We focus on digital employee experience, using an agent on devices to monitor and fix frictions like crashes or slow apps in real time.
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Host1:41
What is digital employee experience and how does it relate to customer experience?
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Mark Banfield2:14
Every job depends on technology. Digital employee experience means measuring and improving the digital environment so employees can be productive. We detect and remediate issues instantly, improving security and IT alignment.
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Host5:32
You wrote about the link between employee and customer experience. Can you give examples?
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Mark Banfield6:07
You can't have great customer experience without great employee experience. For example, an automotive manufacturer used our tech to reduce downtime and produce more cars. In healthcare, quick access to records is critical. The two are intrinsically linked.
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Host8:36
How important are the right tools and technologies for achieving this experience?
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Mark Banfield9:03
Providing the right hardware and software is critical, but they must work reliably. Gartner found 42% of employees with negative IT experience plan to leave. Collaboration tools must function without frustration.
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Host11:41
How does 1E help measure and improve digital experience in hybrid or remote work models?
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Mark Banfield12:36
We move from SLAs to experience level agreements. Our agent gives a constant score. For example, after a trip my device score dropped 25% due to drift; we remediated unnoticed. This consistency is vital for remote workers.
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Host15:49
What metrics do you use for that score? What should customers focus on?
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Mark Banfield16:28
We look at performance, reliability, productivity via telemetry and synthetic tests. Using AI, we detect anomalies and correlate them with user impact, then remediate. Predictive analytics help get ahead of issues.
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Host18:58
What are the main challenges for business leaders implementing this?
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Mark Banfield19:21
It's a new approach. Old methods like service desks are reactive. Our platform enforces guaranteed states proactively—e.g., automatically fixing VPN credentials. It requires investment and mindset change, and we provide experts to help.
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Host22:13
How fast can clients see ROI?
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Mark Banfield22:38
We run proofs of value. On average, a five-month payback and 600% three-year ROI. Savings also come from smart device refresh and software license reclaim.
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Host27:31
How do you see the digital workplace evolving and 1E's role?
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Mark Banfield27:44
We envision autonomous computing where there is no bad IT day. Devices self-heal and predict friction. IT becomes a strategic enabler. Monitoring alone isn't enough; fixing in real time is key.
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Host30:59
Any upcoming projects you're excited about?
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Mark Banfield31:08
Our AI investment includes synthetic sentiment—using pattern analysis to detect drift and frustration before the user notices. We remediate proactively. It's a step toward full autonomy.
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Host33:20
Anything you wish I had asked?
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Mark Banfield33:35
You covered the main points. I'd emphasize that our technology pays for itself with demonstrable ROI. The distributed architecture queries endpoints in real time, providing unrivaled speed for critical issues.
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Host36:07
Thank you, Mark. For the audience, visit 1e.com. Subscribe and leave a review. See you next time.