Claim OwnershipThe DEX Show: A Show for IT Change Makers
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The DEX Show (Digital Employee Experience): A Show for IT Change Makers is dedicated to IT professionals looking to advance the industry by leaps and bounds. IT is changing—you know it, and so do we—and without a healthy dose of curiosity about how the future of IT will affect employee experience of entire companies, traditional workers will be left behind.
If you see IT as more than the basement-dwelling, plumber cliche it’s so often portrayed as, this is the podcast for you.
Each episode will feature topics such as digital employee experience, IT infrastructure, end user experience management (EUEM), IT analytics, virtualization, the future of work, and more.
If you see IT as more than the basement-dwelling, plumber cliche it’s so often portrayed as, this is the podcast for you.
Each episode will feature topics such as digital employee experience, IT infrastructure, end user experience management (EUEM), IT analytics, virtualization, the future of work, and more.
219 Episodes
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In this episode of The DEX Show, we’re joined by Kay Firth-Butterfield, the world’s first Chief AI Ethics Officer and former Head of AI at the World Economic Forum. From human rights law and human trafficking to Davos and large language models, Kay traces her remarkable journey into AI governance. We explore shadow AI, workplace “hallucinations,” AI companions, and the hidden risks leaders are underestimating. Kay shares why organizations need cross-functional AI governance, stronger guardrails, and far better training — and why the future of work may depend as much on the humanities as technology.Learn more about Spark here
Tom assembles the “Spark Avengers” for a deep dive into the most talked-about innovation in IT: Nexthink Spark, the personal AI agent for every employee. Joined by Moe Haidar, Denis Schertenleib and Matt Rose, the team unpacks how Spark evolved from early LLM experiments into an enterprise-ready, autonomous IT agent already delivering 70%+ first contact resolution. From printers and frozen cameras to complex root-cause analysis, Spark is transforming support from reactive to proactive. They explore the technology, the personality, the partnerships and the roadmap ahead—and what it all signals about the future of IT operations and digital employee experience.Oh - and we preview the new DEX Show music, too! Learn more about Spark here
In this episode, Benedict Lelijveld joins us to unpack what it feels like to start a career in an era shaped by COVID disruption, hybrid work, and accelerating AI. We dig into his writing on Mustafa Suleyman and the idea of “pessimism aversion”: holding genuine hope for breakthroughs (from personal AI to advances in biology) while staying clear-eyed about risks like misuse, weak regulation, and who really benefits. Benedict also reflects on what early-career professionals lose when work becomes too remote—and why protecting your voice, curiosity, and craft matters more than ever as automation spreads.Read Benedict’s articles on the DEX Hub:The Silent Divide: Why AI Adoption Is Failing Your Frontline WorkersMustafa Suleyman: Why Tech Leaders Need to Stop Ignoring AI's RisksHow to Enhance Employee Experience Through PersonalizationRead Cracking The DEX Equation: The First Annual Workplace Productivity Report hereLearn more about Spark here: https://nexthink.com/platform/spark
In the first of a new rotating expert series, Scott Pope (Nexthink's Director of Value Advisory) joins to explore DEXOps, productivity, and why DEX has firmly entered the boardroom conversation. We talk about how the market has evolved, what AI is really changing, how to communicate value to senior leaders, and the story behind the DEX Productivity Report.Also: Arsenal. Briefly. And yes, Tom still needs to update the show music. Hang in there.Read Cracking The DEX Equation: The First Annual Workplace Productivity Report hereLearn more about Spark here: https://nexthink.com/platform/spark
In the first episode of a NEW ERA for the DEX Show, Tom (that's right, just Tom 😭) welcomes back AI and digital transformation leader Anthony Firmin to unpack the reality of enterprise AI adoption. Drawing on hard-won, real-world experience, Anthony explores why so many organisations are stuck in the “messy middle” of AI, where usage rises but value doesn’t. The conversation digs into trust, experience debt, shallow versus deep AI, and why “same work, more windows” is an early warning sign leaders ignore at their peril. It’s a grounded, human-centred look at what it really takes to make AI improve work, not just change it.Follow Anthony on LinkedIn here.Read Anthony's article on AI and ROI hereLearn more about Spark here: https://nexthink.com/platform/spark Learn more about AI Drive here: https://nexthink.com/platform/ai-drive
Recorded live in Lisbon at Nexthink’s SKO last week, this special and emotional episode of The DEX Show sees host Tom McGrath say goodbye to longtime co-host, DEX evangelist, and friend Tim Flower. From the humble beginnings of the podcast during COVID to more than 200 episodes and a global stage, Tom reflects on Tim’s immense impact on Nexthink, the DEX movement, and the community around it. Joined on stage by special guests Tracey Downer and Nexthink founder and CEO Pedro Bados, the conversation celebrates DEX Ops, innovation, culture, and a decade-long journey that helped shape an industry — with laughter, gratitude, and more than a few handkerchiefs.Learn more about Spark here: https://nexthink.com/platform/spark
The full panel comes together to mark Tim Flower’s final appearance on Reality Bytes, reflecting on his impact, insight, and anchoring presence over the years. Alongside the goodbyes, the conversation turns to a landmark moment for Nexthink: the release of Spark. Framed as a pivotal shift in the capabilities of digital employee experience, Spark is explored through real-world stories and personal takes, including how it empowers employees, reduces IT friction, and redefines support.A fittingly forward-facing send-off for a Reality Bytes and Nexthink legend. Learn more about Spark here: https://nexthink.com/platform/spark
In a full-circle moment for The DEX Show, Tom and Tim welcome guest speaker, Forrester’s new Digital Workplace & DEX analyst, Christy Punch, for her first podcast in the role—echoing the show’s very first Forrester guest back in 2020.The timing is bittersweet: it’s also Tim Flower’s final month as co-host, marking a major transition for the podcast. Christy draws on two decades as a practitioner to unpack why DEXOps is now essential: post-pandemic tool sprawl, fragmented experiences, and the need to connect experience data to business outcomes. The trio explores cross-functional governance over “one-team ownership,” and Tom and Tim ultimately discuss how agentic AI (and Nexthink Spark) accelerates the shift from reactive support to proactive—and increasingly predictive—experience operations. Learn more about Spark, The World’s Most Powerful DEX Agent for Employees here Download The First Annual Workplace Productivity Report here
The Matrix hits different.. when you're in the Matrix.The team rings in 2026 by reflecting on past predictions—and charting what’s next. From eerily accurate calls on AI consolidation to the unsettling prescience of The Matrix, the conversation looks ahead to a pivotal shift: from conversational AI to operational “do-bots,” the challenge of measuring real enterprise value, and the growing risks of over-automation.With vivid examples like Waymo literally stuck on the tracks, the episode digs into productivity versus jobs, human-centered design, and the possibility of the first true AI crises. As Tim put it post-show: “AI isn’t off the tracks—it’s on the tracks.” Is this really what the coming year will look like?Learn more about Spark, The World’s Most Powerful DEX Agent for Employees here Download The First Annual Workplace Productivity Report here
Kicking off 2026, Tim and Tom welcome Nexthink Chief Product Officer Samuele Gantner and first-time guest CTO Vedant Sampath for a candid “three pillars” deep-dive on enterprise AI. They explore how AI is reshaping product and engineering: new tooling, new development cycles, and the shift from deterministic software to probabilistic agents—plus the critical role of evals, benchmarks, guardrails, and performance. Then they unpack Nexthink’s three-pillar framework: AI for IT (proactive operations and the path to zero tickets), AI for employees (trusted, contextual self-help via Spark), and AI for the business (visibility, governance, and measurable ROI).Tom also pays tribute, on behalf of the DEX Show team and Nexthink, to the late Alan Nance—remembering a generous, funny, and foundational voice in the DEX community.Learn more about Spark, The World’s Most Powerful DEX Agent for Employees here Download The First Annual Workplace Productivity Report here
In our tradtional end-of-year DEX Show special episode, Mondelez’s Geoff Wright returns to unpack a wild 2025 for IT, AI and employee experience. Tim, Tom and Geoff riff on AI agents that shop, plan travel and work across your browser tabs, the coming street fight between Windows and Chromebooks, and why younger workers just want a browser and to be left alone. Geoff explores shadow AI, culture and the human resistance to change, plus his Q1 predictions: Google’s big enterprise push, soaring laptop costs, and why experience, empathy and a good laugh still matter more than any shiny new model.Learn more about Spark, The World’s Most Powerful DEX Agent for Employees here Download The First Annual Workplace Productivity Report here
It’s our favorite Reality Bites tradition: the end-of-year panel! Tom and Tim bring the whole crew together—Megan, Ariana, Sean, and Dina—for a joyful, honest, and insight-packed reflection on 2025. From global travel and AI breakthroughs to personal milestones, hard-won lessons, and the music that carried us through the year, the team shares what defined a transformative moment for DEX, for Nexthink, and for each of us. Expect candid takes on AI balance, ambition, slop, mediation, vibe-coding, human connection—and a full round of “song of the year” picks from the whole panel. A warm, funny, heartfelt wrap to a huge year.LISTEN AFTER THE MUSIC FOR TOM’S WORD OF THE YEAR AND SONG PICKLearn more about Spark, The World’s Most Powerful DEX Agent for Employees here Download The First Annual Workplace Productivity Report here
Tim and Tom sit down with Steve Wunker — Managing Director of New Markets Advisors, author, and early pioneer of the smartphone — to explore the big ideas behind his latest book, AI and the Octopus Organization. Steve breaks down why AI shouldn’t just “bolt onto” old processes, how distributed intelligence reshapes the firm, and what leaders can learn from one of nature’s most adaptable creatures. From organizational plasticity to the changing role of middle managers, Steve offers a pragmatic roadmap for thriving amid rapid AI-driven transformation.Learn more about Spark, The World’s Most Powerful DEX Agent for Employees here Download The First Annual Workplace Productivity Report here
In this Reality Bytes reunion, Tom, Sean, Tim, Oriana and Megan unpack the buzzy rise of vibe coding — the AI-assisted development trend coined by Andrej Karpathy and already explored by companies like Meta and Microsoft. The panel digs beneath the hype: from accelerated prototyping and accessibility gains to serious risks around technical debt, shadow applications, governance, security and the loss of human accountability. Oriana and Megan highlight the importance of schema, context and genuine creativity, while Tim warns against mistaking speed for quality. Is vibe coding the future - or just another fragile shortcut? The panel isn’t convinced… yet.Learn more about Spark, The World’s Most Powerful DEX Agent for Employees, here Download The First Annual Workplace Productivity Report here
In a wide-ranging conversation, Robb Wilson—CEO and co-founder of OneReach.ai and author of The Age of Invisible Machines—joins Tim and Tom to explore the rise of agentic AI and its seismic implications for IT, organizations, and society. Robb breaks down the concept of agent runtimes, why conversational interfaces matter more than ever, and how adaptive, self-orchestrating systems will reshape work far beyond today’s service models.They also discuss Robb's remarkable childhood memories of legendary philosopher of technology Marshall McLuhan.Learn more about Nexthink's AI Drive here
Tim, Tom, and Oriana sit down with Monica Filak, Director of Customer Success at Nexthink, to explore what it really takes to turn DEX from a tool into a transformative methodology. Monica shares how her team helps organizations move beyond technology to rethink their people, processes, and communication — bridging the long-standing divide between IT and the business. From creative internal branding to AI-driven efficiency gains, she explains how companies can evolve from “shiny tool” thinking to achieving measurable, human-centered value. Download The First Annual Workplace Productivity Report here
It’s a milestone moment! Our 200th episode of The DEX Show (and the first ever late one — sorry about that!). To mark the occasion, Nexthink Founder and CEO Pedro Bados returns to reflect on Nexthink’s incredible journey and discuss the company’s next era — from the recent investment by Vista Equity Partners to the accelerating fusion of DEX and AI. Pedro shares his perspective on how AI is reshaping the workplace, Nexthink’s vision for “an IT agent for every employee,” and why he’s optimistic about the future of technology and innovation. A landmark conversation to celebrate our big birthday.Learn more about Spark, The World’s Most Powerful DEX Agent, for Employees, here Download The First Annual Workplace Productivity Report here
This week, Tim and Tom are joined by RB regular and DEX Hub editor Sean Malvey to unpack Nexthink’s first Workplace Productivity Report, “Cracking the DEX Equation.” Drawing on data from nine million endpoints, the report quantifies the real productivity impact of digital employee experience — revealing where enterprises lose nearly half a million hours a year to poor DEX, and how small score gains deliver measurable ROI.In addition, the team acknowledge the various huge milestones in the air, from the show's approaching 200th episode, to Nexthink's new $3bn dollar valuation and investment. Download The First Annual Workplace Productivity Report here - https://nexthink.com/resource/cracking-the-dex-equation-or-the-first-annual-workplace-productivity-report
Tim and Tom host another special live edition of The DEX Show, this time from the Omni Boston Hotel, recorded during last week’s Experience Boston. Joined by Christina Lahr (Bayer), James Krick (Campbell’s), and Ryan Way (Warburg Pincus), the hosts dig into more real-world stories of data-led IT excellence, once again in-person.In between, listeners can learn a few unexpected facts about Tim — has he ever been in a fist fight, starred in a play, or been thrown out of a bar? Listen now to find out...Download The First Annual Workplace Productivity Report here
Head of Nexthink's Digital Community and User Groups Jon Leighton rejoins Reality Bytes with Tom, Sean, and Dina to explore how community remains the beating heart of Digital Employee Experience (DEX).Fresh from Experience London and heading into Experience Boston, Jon shares how Nexthink’s Ambassador Program, user groups, and learning initiatives empower practitioners to grow, collaborate, and lead change. From storytelling and communication to real-world impact and career development, this episode celebrates the people and connections driving DEX forward.Learn more about becoming a Nexthink Ambassadors here: https://nexthink.com/nexthink-ambassador Take a DEX Management Certification here: https://dex.nexthink.com/dex-management-certification/Get the latest edition of the Gartner Magic Quadrant here (https://nexthink.com/gartner-magic-quadrant-dex) Learn more about AI Drive here and Nexthink Adopt here
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