We are thrilled to today release our second-ever end-user experience management (EUEM) Wave: The Forrester Wave™: End-User Experience Management, Q3 2022. We looked at the top nine vendors in the market today and evaluated them across a whopping 32 criteria — up from 10 in our previous New Wave™ report.
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 three Leaders in today’s market: 1E, Lakeside Software, and Nexthink. We found that the Leaders differentiate themselves by enabling technology professionals to:
- Obtain holistic and deep visibility over the entire digital employee experience.
- Utilize quantitative and qualitative metrics to benchmark experience.
- Drive remediation at scale across thousands of endpoints.
Another three vendors — ControlUp, Riverbed Aternity, and ThousandEyes — are Strong Performers; and Ivanti, Tanium, and VMware are Contenders.
With the importance of EX, 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.
If you’d like to learn more about this space, I recommend the following resources:
- Read my Now Tech: End-User Experience Management, Q2 2022 report, which includes 11 other vendors not in the official Wave report.
- Register to attend my upcoming webinar on August 18, where I’ll be diving deeper into the Wave findings and answering your questions.
- Read up on the very popular The Rise Of Digital Employee Experience Teams report to understand EUEM within the broader context of EX improvement
- Schedule an inquiry with me by emailing firstname.lastname@example.org.