We are thrilled to release our third-ever end-user experience management (EUEM) Wave: The Forrester Wave™: End-User Experience Management, Q3 2024. We looked at the top eight vendors in the market today and evaluated them across 34 criteria.
Why is EUEM so important? The answer lies in a three-letter acronym: DEX, or digital employee experience. As organizations attempt to differentiate themselves in the future of work, DEX has taken center stage as a key priority among IT buyers. Forrester defines DEX as:
The sum of all the perceptions that employees have about working with the technology they use to complete their daily work and manage their relationship with their employer across the lifecycle of their employment.
EUEM is the system of record that enterprises increasingly rely upon to monitor and benchmark DEX at their organizations. Customers today use EUEM to:
- Understand daily technology experience from the perspective of the end user.
- Track experience with digital experience scores.
- Collect qualitative feedback on technology experience.
- Reduce time spent on root-cause analysis (RCA).
- Improve remediation through self-healing.
Our evaluation identified two Leaders in today’s market: Lakeside Software and Nexthink. We found that the Leaders differentiate themselves in three fundamental ways. They:
- Enable holistic and deep visibility over the entire digital employee experience. Data remains a key differentiator for vendors today, especially as they increasingly seek to use AI to sift through large quantities of it.
- Translate data into actionable insights. Time-to-value is so important in the EUEM space – top vendors differentiate themselves with out-of-the-box templates, AI-based root cause analysis, and superb customer enablement programs.
- Drive remediation at scale across thousands of endpoints. In addition to more traditional self-healing mechanism like state management, low-code orchestration took center stage this year as a key capability, enabling customers to deliver sustained business value through automation.
Another three vendors — 1E, ControlUp, and Riverbed Aternity — are Strong Performers; and Broadcom (now Omnissa), Ivanti, and Tanium are Contenders.
With the importance of DEX rising, now is the time to consider investing in EUEM. If you want to benchmark your current experience management against the providers in our Wave or are looking for a new provider, this Forrester Wave is the best starting point for you. New this year, clients can view the detailed scorecard and compare vendors against each other directly from the Forrester website.
If you’d like to learn more about this space, I recommend the following resources:
- Schedule an inquiry with me to discuss by emailing inquiry@forrester.com. Note: this service is reserved for clients only.
