Real-time user insightsExperience-driven IT managementEmbedding XLAs into daily operations

Identifying Digital Friction. Improving Experience. Letting IT focus on what really matters.

Digital Experience insights to drive better business decisions.

At BePresent, we believe digital experience is the missing link between IT performance and business value.

Traditional dashboards may look green, but frustration, inefficiency and lost productivity often remain hidden beneath the surface. Digital friction is rarely caused by technology itself, but by how IT services are experienced in daily work.

We help organizations make digital friction visible, measurable and economically relevant. Using our Digital Experience (DEX) Dashboard, we combine experience feedback, sentiment and operational data to identify where friction causes the biggest leaks in productivity and trust. Based on these insights, we prioritize and drive targeted improvements where they deliver the highest return. Experience Level Agreements (XLAs) support this process where useful — not as a goal, but as a means to steer improvement and create sustainable business value.

Our approach: reducing digital friction step by step

Digital friction rarely has a single cause. It emerges where technology, processes, support and communication come together in daily work. Our approach focuses on making that friction visible, understanding its impact and driving targeted improvements where they matter most.

We do not start with frameworks or contracts, but with insight. By measuring experience, sentiment and usage, we help organizations reduce friction systematically and turn improvement into a continuous practice.

Step 1. Understanding where friction occurs

We start by establishing a clear view of how IT is actually experienced in daily work. Using personas and journey mapping, we identify critical moments where users struggle, slow down or lose trust.

Targeted feedback surveys complement this qualitative insight, helping uncover misaligned expectations, communication gaps and process-related frustrations. This creates a shared understanding of where digital friction originates and which user groups are most affected.

Step 2. Making friction visible with sentiment data

Next, we make friction measurable. Experience feedback, sentiment signals and operational data from ITSM tools are brought together in our Digital Experience (DEX) Dashboard.

AI-driven sentiment analysis helps detect patterns behind frustration, confusion or disengagement, while comparisons across teams, services or locations reveal where friction concentrates. This turns scattered signals into clear, actionable insight.

Step 3. Prioritizing improvements where value leaks

Based on experience and usage data, we help organizations determine where friction causes the greatest loss in productivity, satisfaction and trust. At this stage, Experience Level Agreements (XLAs) can be introduced as an additional layer on top of existing SLAs to help steer improvements based on how services are actually experienced. This enables focused prioritization of improvement actions, such as:

optimizing UI/UX and manuals
improving IT support interactions and knowledge quality
adjusting processes and workflows
strengthening IT communication and expectation management

This ensures effort is focused on the biggest leaks, delivering visible improvement and measurable value.

Step 4. Embedding experience-driven improvements

To make improvements sustainable, experience-driven steering must become part of daily IT operations. We help organizations embed experience insights into ITSM processes, service reviews and operational decision-making.

Where used, XLAs complement existing SLAs by keeping attention on experience outcomes alongside operational targets. Feedback loops from the DEX Dashboard support continuous improvement, while servicedesk teams are enabled to work with more empathetic, human-centered communication and stronger process discipline. By integrating experience-based steering into ITSM practices, digital experience management becomes a living part of how IT operates — continuously reducing friction and strengthening trust between IT, users and the business.

From reduced friction to measurable Economic Value

Reducing digital friction is not an end in itself — it is a direct driver of economic value. By combining experience metrics, usage data and benchmarks, we quantify where friction leads to lost productivity, higher support costs and reduced return on IT investments. Using our ROX (Return on Experience) calculator, we translate experience improvements into concrete financial impact, helping organizations build clear business cases and make better investment decisions. This ensures that improvement efforts are focused where they deliver the highest return — turning better experience into measurable cost savings, efficiency gains and sustained business value.

Need help to improve your

Digital Experience for better results?

Let us help you identify digital friction, make it measurable, and drive targeted improvements that deliver better experience, higher productivity and real business results.

What you will get

Experience-driven IT management

Actionable user insights

Tangible business impact (€)

How do we improve your Digital EXperience?

By combining user feedback, sentiment and operational data, we turn experience signals into targeted improvements. Our Digital Experience Dashboard helps IT teams focus on what truly impacts users and business outcomes, with XLAs supporting this approach where useful.

Why BePresent?

With 25+ years of ITSM and change expertise, we transform digital friction into valuable business outcomes. From quick scans to actionable dashboards, we provide proven methods in almost any line of business to help them create happier users, stronger engagement, and measurable business impact.

What sets us apart?

Our deep expertise in the people factor of IT! We focus on how technology is experienced, adopted and used in daily work, and how that affects productivity, costs and business outcomes. By consistently putting people at the center of IT decisions, we help organizations achieve surprising results.