Experience 26: Quick Recap + IT Nerd Mastermind LIVE w/ Laura Reeves

What happens when internal communications becomes an employee experience problem? Sharon O’Dea and Jonathan Phillips, co-founders of Lithos Partners and co-authors of a new book on digital communications at work, join the show to explore the hidden architecture of the modern workplace in complex organisations. They explain why employees are not a captive audience, how communication gets lost across layers of tools and processes, and why discovery matters more than simply auditing what already exists. The conversation covers AI, information overload, shadow channels, bad metrics, email, intranets, leader communication and the “means, motive and opportunity” test for digital employee experience.

Kelly Monahan returns to The DEX Show on launch day for her new book, Reclaim the Plot. The future of work advisor and co-founder of Beyond the Desk explains why organisations are racing towards AI without knowing what they want it to achieve, and why transformation must be shared across IT, HR, legal and operations. Kelly introduces her PLOT framework, explores the risks of uncontrolled agentic AI, and asks what happens when humans train their own replacements. She also discusses AI fluency, education, Silicon Valley parenting, Walmart, Reddit, vibe coding, and why software itself may be becoming a serious constraint.

What does it take to become a successful DEX practitioner? Marta Sukhno, Nexthink’s Certification Program Manager for Enablement, joins Tom and Dina to explore the skills, mindsets and responsibilities shaping DEXOps as an emerging professional discipline. Marta explains how her background in teaching informs her work, why communication and change management matter as much as technology, and how the first DEXOps certification cohort is helping define what “good” looks like across the industry. The conversation also looks ahead to Experience 26 in Orlando, where more than 400 practitioners will take part in hands-on DEXOps training across Core, Strategist and Technologist tracks.

What happens when the legendary author of The No Asshole Rule meets The DEX Show? Stanford professor and organisational psychologist Bob Sutton joins Tom McGrath for a wide-ranging conversation about toxic workplaces, good and bad friction, and the human problems created by AI. Bob explains why assholes are contagious, how pressure and sleep deprivation can turn decent people into temporary jerks, and why leaders should treat themselves as trustees of other people’s time. They discuss algorithmic bosses, lonely AI-powered startups, Steve Jobs, Elon Musk, Slack, savoring, power, and the dangers of making work more efficient while making it less human.

Increasingly, DEX is about more than measuring performance: it's about changing the way organisations operate. In this episode, Scott Vessey, Technical Services Enablement & Transformation Manager in Nexthink’s Customer Outcomes team, explains how his early career in IT support and years at VMware led him (back) to the DEX space. We explore why VDI solved many problems for IT without necessarily improving life for employees, and why operationalisation remains the hardest part of DEX success. Scott also introduces Nexthink’s Navigator methodology, its five pillars of people, process, technology, value and communication, and how it helps organisations turn DEXOps ambition into practical action.