Today, we released our inaugural “The Forrester New Wave™: End-User Experience Management, Q4 2020.” We looked at the top 11 vendors in the market today and evaluated them across 10 criteria. Organizations looking to improve employee technology experience can use end-user experience management (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.
  • Right-size and personalize employee technology experience according to employee personas.
  • Reduce incidents and mean-time-to-resolution.

There are two Leaders in today’s market: Nexthink and Lakeside Software. We found that the Leaders differentiate themselves by enabling infrastructure and operations teams to:

  • Score and track digital experience.
  • Collect end-user sentiment through qualitative surveys, outreach campaigns, and sentiment analysis.
  • Find and remediate root causes of technology experience issues.

Another four vendors — Aternity, Catchpoint, VMware, and 1E — are Strong Performers; NetMotion Software, Tanium, and ThousandEyes are Contenders; and Liquidware and vast limits are Challengers.

With the importance of employee experience growing, 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: