Top Players of End User Experience Management Solutions EUC DEX as per Forrester Wave Report

Let’s discuss the Top Players of End User Experience Management Solutions as per Forrester Wave Report. EUC (End-User Computing) refers to the collection of tools, technologies, and practices that IT departments use to deploy, manage, and support the devices, applications, and services employees need to do their work.

DEX, on the other hand, is focused on employees’ overall experience with the technology they use at work. It emphasizes the human side of IT, aiming to improve employee satisfaction, engagement, and productivity by optimizing the digital tools and environments they interact with daily.

This post explains the End User Experience Management Solutions EUC DEX Forrester Wave. EUC has been around for a long time and focuses on providing and managing the technology employees use to do their jobs.

On the other hand, DEX is a newer concept that shifts the focus directly onto employees and their experience with the technology they use. Instead of fixing problems, DEX aims to make the technology easy to use, enjoyable, and helpful in improving employees’ work lives.

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What Does DEX Stand for, and Why Does it Have Multiple Meanings?

DEX can mean different things depending on the context. In the workplace, it refers to the Digital Employee Experience, which focuses on improving employees’ interactions with technology.

In other areas, like finance or marketing, DEX might stand for Decentralized Exchange, which refers to peer-to-peer trading of assets without a central authority. The meaning of DEX changes based on the industry and context

Do you Believe that the EUC Industry is Dead or no Longer Necessary?

No, the EUC industry is far from dead. End-user computing is getting more attention in this AI world, and technologies have come and gone, but the discipline of EUC remains vital.

Top Players of End User Experience Management Solutions

Top Players of End User Experience Management Solutions are tools and services designed to improve employees’ interactions with technology. These solutions are categorized into 4 groups: challengers, contenders, strong performers, and leaders.

The diagram associated with these solutions highlights which offerings are currently stronger or weaker. This helps organizations understand which solutions are most effective at enhancing the user experience and which may need improvement.

  • Nexthink
  • Lakeside Software
  • Reverbed technologies
  • 1E
  • ControlUp
  • Broadcom
  • Ivanti
  • Tanium
Top Players of End User Experience Management Solutions EUC DEX as per Forrester Wave Report - Fig.1 - Forrester Research
Top Players of End User Experience Management Solutions EUC DEX as per Forrester Wave Report – Fig.1 – Forrester Research

Enhancing Digital Employee Experience DEX with DEM

Historically, Digital Experience Management (DEM) mainly concentrated on applications that generate revenue and interact with external customers. However, the shift to remote work due to the pandemic has increased the pressure on IT departments to enhance employee digital experience (DEX).

Measuring DEX is a tool for continually improving how technology supports an organization’s business objectives. DEM technologies now provide valuable insights to boost employee and customer experiences, helping organizations meet their goals more effectively.

Relationship Between DEM and Other Markets

Let’s discuss the relationship between DEM and other markets. The table below compares Digital Experience Monitoring (DEM) with Application Performance Management (APM) and Digital Employee Experience (DEX).

DEM (Digital Experience Monitoring)APM (Application Performance Management)DEX (Digital Employee Experience)
Broadly measures digital experience for all end users (customers and employees)Focuses on technology performance issues from an application perspectiveFocuses specifically on the digital experience of employees
User’s perspective, including device-level performanceTechnology perspective, such as application performanceEmployee experience, including organizational context and sentiment
Includes Real User Monitoring (RUM), Synthetic Transaction Monitoring (STM), and endpoint monitoringPrimarily RUM and STM; endpoint monitoring is often not includedIncludes performance monitoring, organizational context data, and employee sentiment
Helps improve overall digital experience for usersDiagnoses and resolves application performance issuesProvides insights and actions to improve employee experience
Often integrated into existing APM tools when cost-effectiveCan integrate DEM capabilities , but usually lacks endpoint monitoringEvolves from DEM, providing detailed employee-focused insights and actions
When endpoint-based use cases (like DEX) or broader applications are neededWhen endpoint monitoring or additional context data is requiredWhen focused on improving employee-specific experiences and actions
Top Players of End User Experience Management Solutions EUC DEX as per Forrester Wave Report – Table 1

Role of AI and Domain Knowledge in User Issue Resolution

AI will not “automagically” solve and remediate all user issues. While machine learning can enhance and assist in addressing problems, it cannot replace the deep domain knowledge that shapes the design of products for admins and service desks.

Each vendor has varying degrees of expertise in different areas of End-User Computing (EUC), meaning some will be better suited for particular platforms and industries.

Key Considerations for Technology and Industry Terminology

It is essential to keep two key points in mind. First, solutions and technology should be a priority for people, especially with the rise of disruptive technologies like AI. Second, we need a broad term to describe our industry and its role in enabling organizations worldwide.

EUC (End-User Computing) currently fulfils this role, as DEX (Digital Employee Experience) seems too narrow, primarily focusing on monitoring solutions. Terms like “People-First Computing” or “People-Focused Computing” better reflect the wide range of technology serving people.

Digital Experience Monitoring Components

Digital Experience Management (DEM) helps you track and improve how employees and customers experience technology as they use applications and devices. As more services move to the cloud (like IaaS and SaaS), DEM tools must keep track of cloud-based and on-premises systems to give a complete picture of user experience.

To make DEM effective, it should include these key features: Real User Monitoring (RUM) Measures how users experience applications in real-time. Endpoint Monitoring (EP) tracks the performance and issues on end-user devices. Synthetic Transaction Monitoring (STM) proactively tests services like SaaS to catch problems before they affect users. These tools help answer critical business questions and improve overall digital experiences.

  • DEM tools cover the following.
    • Endpoint Devices: The devices users interact with.
    • Core Infrastructure: The primary technology systems supporting applications.
    • Applications and Business Processes: The software and processes that drive the business.
Digital Experience Monitoring ComponentsDetails
RUMFront-End Real User Experience
EndpointDevice-Level Performance
STMSynthetic Transaction Monitoring
Top Players of End User Experience Management Solutions EUC DEX as per Forrester Wave Report – Table 2
Top Players of End User Experience Management Solutions EUC DEX as per Forrester Wave Report - Fig.2
Top Players of End User Experience Management Solutions EUC DEX as per Forrester Wave Report – Fig.2

Evolution of Digital Experience Monitoring Tools

With the rise of SaaS applications and endpoints outside traditional corporate networks, IT departments face challenges managing services over which they have less control. DEM technologies have grown significantly, with an estimated market size between $1.157 billion and $1.270 billion in 2021 and a projected annual growth rate of around 15% through 2025.

Top Players of End User Experience Management Solutions EUC DEX as per Forrester Wave Report - Fig.3
Top Players of End User Experience Management Solutions EUC DEX as per Forrester Wave Report – Fig.3

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Author

Anoop C Nair has been Microsoft MVP from 2015 onwards for 10 consecutive years! He is a Workplace Solution Architect with more than 22+ years of experience in Workplace technologies. He is also a Blogger, Speaker, and Local User Group Community leader. His primary focus is on Device Management technologies like SCCM and Intune. He writes about technologies like Intune, SCCM, Windows, Cloud PC, Windows, Entra, Microsoft Security, Career, etc.

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