Digital Experience Optimization (DXO) enables organizations to take a proactive approach to workplace technology—identifying potential problems early, resolving them automatically, and creating digital environments that support a more productive and resilient workforce.

A slow application, an unreliable collaboration platform, repeated password problems, or a delayed service desk response might seem insignificant when considered individually. Across a large organization, however, these seemingly small issues can accumulate quickly. Lost working time, reduced efficiency, employee frustration, and repeated demands on IT support can become significant operational challenges.

The issue extends beyond whether systems are technically available. Organizations also need the ability to recognize emerging problems and address them before they interfere with the employee experience.

Why Reactive IT Operations Are No Longer Sufficient

Conventional IT support has traditionally relied on a reactive model. A user encounters an issue, reports it to the service desk, and waits for the problem to be investigated and resolved. While this approach can restore services after an incident, it does little to prevent the same disruption from affecting users in the first place.

The complexity of today's hybrid digital environments makes this limitation increasingly apparent. Employees depend on numerous applications, endpoints, networks, and collaboration platforms to perform their jobs. When problems repeatedly trigger a cycle of reporting, troubleshooting, and recovery, the result can be declining productivity, reduced user satisfaction, and additional pressure on already busy IT teams.

Modern IT operations therefore need to move beyond simply responding to failures.

Using Digital Experience Optimization to Minimize Disruption

A growing number of organizations are adopting an experience-focused approach that looks beyond basic system availability. The objective is to continuously monitor and improve the technology experience employees encounter every day.

Digital Experience Optimization brings together endpoint intelligence, experience analytics, and automated remediation to provide greater visibility into the digital workplace. By analyzing these signals, organizations can identify anomalies, determine the likely cause of problems, and take corrective action—sometimes before employees even realize that something is wrong.

This represents a fundamental change in the role of IT. Rather than concentrating primarily on recovering from disruption, IT can increasingly focus on anticipating problems and preventing them.

The result can be a measurable improvement in workforce productivity, mission effectiveness, and operational resilience. Reducing digital friction is no longer simply an IT objective; it can become a competitive and operational advantage.

Creating Self-Healing Digital Workplaces

One of the most important developments in this area is the emergence of self-healing digital environments.

With automated remediation, technology teams can detect recurring problems and initiate corrective actions without waiting for a user to submit a ticket or for a technician to intervene. Common issues can be resolved automatically, degraded services can be restored, and potential sources of disruption can be addressed proactively.

In more mature environments, the goal is not merely to shorten the time required to fix a problem. It is to prevent the problem from becoming a workforce disruption at all.

The benefits can extend well beyond the IT organization. Experience-led operations can reduce the volume of service desk requests, shorten resolution times, minimize interruptions, and allow employees to spend more time on their primary responsibilities. At the same time, a more dependable digital environment can increase user confidence in the technology they rely on to perform their work.

Turning Digital Experience Into a Strategic Advantage

As enterprises and government agencies continue to modernize their technology environments, the quality of the digital employee experience is becoming an increasingly important operational consideration.

Organizations that remain focused primarily on reactive support may continue to spend significant resources responding to problems after they affect users. Those that adopt proactive, experience-driven operations can instead work toward digital environments that identify issues early, automatically correct common problems, and minimize interruptions to the workforce.

At Leidos, we see this as requiring more than modern infrastructure. Digital environments should be designed around the people who depend on them—anticipating their needs, removing unnecessary obstacles, and enabling them to work effectively. This philosophy is reflected in what we call “Delight by Design.”

In today's mission-critical environments, even small amounts of digital friction can have a tangible operational cost. Reducing that friction before it becomes a disruption can help organizations build a workforce environment that is more productive, resilient, and responsive.

Infosys, a global provider of AI-driven consulting and technology services, has entered into a long-term strategic partnership with Valmet, a leading technology company serving process industries. Under this agreement, Infosys will help modernize Valmet’s core IT environment and drive a comprehensive IT transformation program aimed at improving operational performance and ensuring stronger alignment between technology functions and business goals.

As part of the initiative, Infosys will apply its industry knowledge and technology expertise to enhance Valmet’s IT landscape in support of the company’s "Lead the Way" strategy. The collaboration is expected to streamline operations, optimize resource utilization, lower operating costs, and enable more proactive management of enterprise IT services. It will also help establish a robust and future-ready technology foundation that remains closely connected to business objectives.

To enable this transformation, Infosys will deploy Infosys Topaz Fabric, its open and composable agentic AI services platform, to introduce intelligent automation across IT operations. Using a human-in-the-loop governance model, the solution will emphasize transparency, accuracy, and oversight while improving productivity, accelerating issue resolution, and strengthening operational resilience.

Additionally, Infosys will utilize Infosys Cobalt, its cloud transformation suite, to build secure, scalable, and modern cloud infrastructure that supports Valmet’s IT modernization objectives. Combined, these technologies will help establish an AI-first operating framework designed to enhance efficiency, strengthen resilience, and support long-term business adaptability.

Commenting on the partnership, Arto Huuskonen stated that Valmet’s objective is to create a resilient and future-oriented digital foundation capable of supporting the company’s strategic ambitions. He noted that, as the organization advances its IT modernization efforts, improving efficiency and governance remains a key priority. He added that Infosys’ expertise in AI, cloud technologies, and managed services, along with its responsible approach to AI adoption, will help accelerate Valmet’s transformation journey and establish a scalable operating model aligned with evolving business requirements.

Jasmeet Singh highlighted that organizations seeking sustainable growth must adopt AI-driven, business-centric, and future-ready technology ecosystems. He noted that the collaboration demonstrates Infosys’ commitment to delivering transformational outcomes through its AI and cloud capabilities. According to Singh, the partnership aims to foster innovation, improve operational agility, and generate long-term value that supports Valmet’s strategic vision.