TeamViewer DEX Improves Digital Employee Experience

TeamViewer Japan, the Japanese subsidiary of German company TeamViewer, held a press briefing on August 29th to discuss its business strategy and latest solutions in Japan.

In particular, TeamViewer DEX, which incorporates the DEX (Digital Employee Experience) solution of UK company 1E, which the company completed its acquisition of in January 2025, into its TeamViewer product lineup, was highlighted. DEX solutions understand and visualize the status of user experiences for corporate systems, leading to improvements. In addition to TeamViewer DEX, other products in this category include Nexthink Infinity, SysTrack, and the HP Workforce Experience Platform.

TeamViewer DEX added as TeamViewer’s fourth product lineup The briefing began with a presentation by Seojung Lee, TeamViewer’s APAC Regional President, explaining TeamViewer’s strategy for the Japanese market. Lee introduced four of TeamViewer’s solutions: TeamViewer Remote, the company’s long-standing remote connection product; TeamViewer Tensor, the enterprise remote connection product; TeamViewer Frontline, which includes AR for field workers; and the DEX solution TeamViewer DEX. “With this acquisition, we have completed the TeamViewer DEX solution. We believe that the combination of TeamViewer DEX and TeamViewer Tensor will redefine intelligent end-to-end management tools,” said Lee. Regarding key points in the Japanese market, Lee highlighted government IT support for manufacturing, such as Connected Industries, the healthcare sector, and the digitalization of small and medium-sized enterprises. After providing services in Japan for over 10 years, TeamViewer established a local subsidiary in 2018, employing over 25 people. Lee cited examples of customer services in Japan, including remote maintenance for Sony’s BRAVIA, remote maintenance for Ricoh copiers, and remote maintenance for NEC’s restaurant food delivery robots. He also introduced an example of an AR solution for mechanics at an automobile dealership, although the company’s name remains private. He emphasized that TeamViewer is not just a 25-person company; it also works closely with global and regional partners to provide its services.

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Many IT departments struggle to address common employee complaints. Next, TeamViewer Chief Commercial Officer Mark Banfield explained TeamViewer DEX from the perspective of corporate IT departments (IT departments). Banfield first cited current challenges for IT departments, including reactive problem-solving, repetitive problem-solving tasks, long resolution times, and a lack of visibility into what’s happening on devices, as seen in the global system outage caused by CrowdStrike’s glitch. He went on to say that automation and AI are driving a shift from reactive responses—fixing problems after they occur—to proactive responses—solving issues before they impact employees, and even predictive responses—solving issues before they even occur. Banfield highlighted the key word in particular: “digital friction,” or the unnecessary effort employees put into using systems and data for work. This is where the new concept of DEX (Digital Employee Experience) comes in. TeamViewer DEX enables organizations to use AI to analyze sentiment based on user behavior at endpoints and identify anomalies, friction, and dissatisfaction. Banfield also discussed insights that take into account user context and issues, as well as suggested solutions. While DEX solutions share some similarities with unified endpoint management (UEM), Banfield explained that while UEM manages devices for security and other aspects, DEX solutions improve the user experience, including employee productivity. He noted that 90% of IT departments face common challenges, such as handling similar support tickets and the performance of employees’ PCs and apps, that DEX solutions address. He also stated that implementing DEX can improve productivity, reduce costs, and streamline IT.

Furthermore, Banfield noted that TeamViewer’s acquisition of 1E enabled the integration of the two companies’ solutions, enabling end-user devices to be managed remotely and integrated into DEX tools to identify problems. Banfield introduced examples of TeamViewer DEX customers, including insurance company RLI Insurance, financial company Nationwide, and financial company Baillie Gifford. Finally, Banfield spoke about AEM (Autonomous Endpoint Management), a vision for the future of DEX solutions, in which AI uses TeamViewer’s agent technology to autonomously fix problems.

TeamViewer DEX Explained with a Demo During the briefing, TeamViewer DEX was demonstrated. First, reactive response was discussed. TeamViewer CoPilot (different from Microsoft’s Copilot), a chat-based AI, provides advice on how to fix issues, documents the response, and analyzes the underlying problem based on the documented response. Next, proactive response was discussed, which is deployed company-wide because a problem that occurs to one person could potentially affect others. Experience Analytics, the DEX analysis dashboard, uses the collected information to score the current internal environment. In the demo, the score was a respectable 65 points, but a trend graph revealed that the score had dropped at a certain point. Digging deeper into this and examining the four categories of stability, responsiveness, performance, and sentiment, the team discovered that stability had declined at a certain point.

Furthermore, the team referenced logs to identify the problem. The Insights screen also revealed the occurrence of events that cause stress to employees using the system. From there, you can see if a crash has occurred, and the system will suggest steps to take. On the チームビューアー Endpoint Automation screen, you can automatically execute actions that can be made into rules, such as troubleshooting. You can view the execution status, edit rules, and use public rules like in an app store.”Exchange” is also available. In addition, a demo was given of a feature from the employee’s perspective, where keywords such as “teams,” “chrome,” “slowly,” and “crashed” are extracted through sentiment analysis, and this can be used to guide the next IT initiative. To verify the effectiveness, a business impact dashboard is also available, which displays graphs showing how much costs have been reduced and how much time employees have been unable to work.

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