TLDR: Nexthink is leading a paradigm shift in IT support, moving towards a proactive, AI-driven Digital Employee Experience (DEX). Chief Product Officer Samuele Gantner envisions a ‘ticketless’ future, predicting a remarkable 90% reduction in IT support tickets by 2027 through the strategic implementation of intelligent agents and advanced AI, including large language models.
In a significant move poised to redefine enterprise IT, Nexthink is at the forefront of transforming traditional IT support into a proactive, AI-driven Digital Employee Experience (DEX). This groundbreaking approach, championed by Samuele Gantner, Chief Product Officer at Nexthink, aims to usher in a ‘ticketless’ future for organizations worldwide.
Speaking on the ‘Tech Talks Daily’ podcast, Gantner outlined a bold prediction: a 90 percent reduction in IT support tickets by 2027. This ambitious target is not mere marketing rhetoric but a vision firmly rooted in practical shifts towards proactive support, real-time observability, and sophisticated AI-powered automation. Nexthink’s strategy involves empowering intelligent agents to identify and resolve IT issues before they escalate into formal support tickets, fundamentally altering the reactive nature of conventional IT service desks.
The impetus behind this transformation is multifaceted, driven by evolving employee expectations, particularly from millennial and Gen Z workforces, coupled with rapid advancements in technology, notably large language models (LLMs) and automation. Gantner highlighted how previous attempts at self-service often fell short, whereas today’s AI agents are uniquely equipped to manage complex objective challenges with a blend of empathy, scalability, and contextual understanding.
Nexthink’s platform, built on an intelligent data backbone, facilitates real-time discovery, diagnosis, and AI-driven resolution across all applications and digital experiences. It boasts impressive capabilities, supporting over 2 million endpoints per customer and offering more than 1,000 dashboards, automations, workflows, and in-app guidance campaigns. The platform also leverages data from over 22 million endpoints for benchmarking digital employee experience.
Real-world applications underscore the efficacy of Nexthink’s DEX solutions. Gantner shared compelling examples, including a retailer that successfully averted a costly outage through predictive alerts, a healthcare provider that realized millions in savings via experience-driven device refreshes, and an energy firm that prevented a potential disaster within its virtual desktop environment. These are not theoretical scenarios but live demonstrations of DEX’s tangible impact.
Beyond technological prowess, Nexthink emphasizes the evolving skill set required for IT teams in this new landscape. While technical acumen remains crucial, Gantner stressed the increasing importance of emotional intelligence, cross-functional collaboration, and a proactive mindset. This holistic view ensures that IT professionals are not just problem-solvers but strategic partners in enhancing overall employee productivity and business continuity.
Nexthink’s AI-powered DEX capabilities extend to addressing common employee technology challenges like ‘Blue Screens of Death’ (BSODs) and application crashes, proactively tackling environment-wide problems such as network degradation and software version compatibility, and facilitating digital transformation initiatives like operating system upgrades. The Nexthink Assist feature, powered by the latest LLMs, empowers IT teams to diagnose and resolve DEX challenges efficiently. Furthermore, its Alert Analysis instantly uncovers issue impact, detailing changes, affected individuals, and expected severity, while AI Employee Sentiment Analysis provides actionable insights from employee feedback, recommending improvement tactics based on potential impact.
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With reported successes including 10,000 tickets avoided in six months, a 95% success rate with automation, and a 90% employee engagement rate, Nexthink is not just rethinking IT support; it is actively shaping a more efficient, intuitive, and employee-centric digital workplace for the future.
