Report:
The Forrester Wave™: End-User Experience Management Solutions, Q3 2024
How does Forrester define the End-User Experience Management Solutions market in 2024?
End-User Experience Management (EUEM) solutions provide visibility, measurement, and remediation capabilities for digital employee experience (DEX). These solutions collect quantitative telemetry data through endpoint agents and qualitative sentiment data to help IT teams understand and improve employee experience across physical and virtual endpoints, applications, networks, and collaboration tools. The market is evolving toward holistic DEX visibility, AI-powered insights, external benchmarking capabilities, and automated remediation at scale. Leading vendors differentiate by balancing breadth and depth of monitoring, translating data into actionable insights quickly, and enabling proactive automation through both highly customizable scripting and low-code orchestration.
Key Facts for The Forrester Wave™: End-User Experience Management Solutions, Q3 2024 in 2024
- Publication Date: 30-Jul-2024
- Document ID:
- Summary: In our 34-criterion evaluation of end-user experience management (EUEM) providers, we identified the most significant ones and researched, analyzed, and scored them. This report shows how each provider measures up and helps digital workplace professionals select the right one for their needs.
- Authors: Andrew Hewitt, Stephanie Balaouras, Sara Sjoblom, Kara Hartig
How did the End-User Experience Management Solutions market evolve in 2024?
- A great digital employee experience (DEX) is essential to productivity, engagement, and talent retention
- IT decision-makers increasingly prioritize improving the employee experience, driving EUEM adoption expansion
- Customers seek capabilities to expand visibility into the entire DEX and benchmark against peers
- Vendors focus on three key areas: expanding visibility into collaboration apps and sustainability, enabling peer benchmarking, and supercharging automation with generative AI and low-code orchestration
- Leading providers differentiate through quality of data to support AI use cases like anomaly detection, natural language querying, and AI-assisted root cause analysis
- Enterprise customers increasingly seek remediation capabilities to not only see issues but also fix them
- Top vendors provide OOTB DEX scoring, internal and external benchmarking, built-in ROI analysis, and AI-based recommendations
- Eight providers evaluated: 1E, Broadcom, ControlUp, Ivanti, Lakeside Software, Nexthink, Riverbed Technology, and Tanium
What product features are required to be included in this year's evaluation?
- At least $30 million in annual revenue. The EUEM product measured fiscal-year 2023 and at least 300 enterprise customers with more than 1,000 employees.
- A generally available (not beta) product as of April 18, 2024. Forrester did not factor in any functionality released after April 18, 2024.
- An EUEM solution that supports three core capabilities. It has: 1) quantitative telemetry collection through an endpoint agent, 2) qualitative employee sentiment collection and analysis, and 3) remediation of experience issues.
- An EUEM solution that is a direct competitor in the EUEM market. Other vendors listed it as a frequent competitor in Forrester's Q1 EUEM landscape.
- Mindshare among Forrester's enterprise clients. The solution has sparked interest (in the form of mentions and inquiries) from Forrester's client base over the past 12 months.
What are the common features of top products in the End-User Experience Management Solutions space?
No common features specified.
Scope Exclusions
- Solutions without quantitative telemetry collection through an endpoint agent
- Solutions lacking qualitative employee sentiment collection and analysis capabilities
- Solutions without remediation of experience issues
- Vendors with less than $30 million in annual EUEM revenue for fiscal year 2023
- Vendors with fewer than 300 enterprise customers with more than 1,000 employees
- Products in beta or not generally available as of April 18, 2024
- Solutions not identified as direct competitors by other vendors in the EUEM market
Inclusion Criteria
Vendors must, among other requirements:
- At least $30 million in annual revenue from EUEM product in fiscal year 2023
- At least 300 enterprise customers with more than 1,000 employees
- Generally available (not beta) product as of April 18, 2024
- EUEM solution supporting three core capabilities: quantitative telemetry collection through endpoint agent, qualitative employee sentiment collection and analysis, and remediation of experience issues
- Direct competitor in the EUEM market as identified by other vendors in Forrester's Q1 EUEM landscape
- Demonstrated mindshare among Forrester's enterprise clients over the past 12 months
Offering Strengths — Relative Weighting
- Agent footprint — 3%
- Collection frequency, reporting, and storage — 8%
- Data querying — 2%
- Cloud scalability — 3%
- Third-party integration — 3%
- Permissions, access, and certifications — 2%
- Deployment templates — 2%
- Client OS support — 5%
- MacOS monitoring — 2%
- Mobile OS support — 2%
- Virtualization support — 3%
- Application monitoring — 5%
- Collaboration monitoring — 5%
- Network monitoring — 2%
- Employee sentiment collection — 2%
- Survey campaign management — 3%
- DEX scoring — 5%
- DEX ROI analysis — 3%
- Root cause analysis — 15%
- Self-service remediation — 3%
- Proactive remediation — 10%
- Low-code orchestration — 5%
- Digital adoption — 2%
- Security and compliance — 2%
- Software asset management — 2%
- Sustainability — 1%
Strategy Strength — Relative Weighting
- Vision — 10%
- Innovation — 20%
- Roadmap — 20%
- Partner ecosystem — 10%
- Adoption — 20%
- Supporting services and offerings — 20%
FAQs
Q: What does this research cover?
A: This research covers a comprehensive 34-criterion evaluation of end-user experience management (EUEM) providers. It evaluates eight major vendors across current offering capabilities, strategy, and market presence. The evaluation focuses on key EUEM capabilities including holistic visibility into digital employee experience, data-driven insights, and automated remediation at scale. It covers monitoring of physical and virtual endpoints, SaaS applications, collaboration tools, networks, and various operating systems including Windows, macOS, and mobile devices.
Q: Who should use this research?
A: Digital workplace professionals and IT decision-makers should use this research to select the right EUEM provider for their organization's needs. It helps buyers understand vendor strengths and weaknesses across critical capabilities like telemetry monitoring, sentiment collection, DEX scoring, benchmarking, root cause analysis, and remediation. The research is particularly valuable for organizations prioritizing employee experience improvement, seeking to reduce IT costs through automation, or looking to implement proactive IT operations. The Excel-based vendor comparison tool allows users to customize criteria weightings based on their specific requirements.
Q: What are the mandatory features of vendors included in this market?
A: To be included in this Forrester Wave evaluation, vendors must provide: 1) Quantitative telemetry collection through an endpoint agent to monitor device, application, and network performance, 2) Qualitative employee sentiment collection and analysis capabilities to capture user feedback and experience perception, and 3) Remediation capabilities to address and resolve experience issues. Additionally, vendors must meet minimum scale requirements of $30 million in annual EUEM revenue and 300+ enterprise customers, have a generally available product, be recognized as a direct market competitor, and demonstrate mindshare among Forrester's enterprise client base.
Q: What are some reasons for not being included in this report?
A:
- Annual EUEM revenue below $30 million for fiscal year 2023
- Fewer than 300 enterprise customers with more than 1,000 employees
- Product not generally available (still in beta) as of April 18, 2024
- Missing one or more of the three core EUEM capabilities: quantitative telemetry collection, qualitative sentiment collection, or remediation features
- Not identified as a direct competitor in the EUEM market by other vendors
- Insufficient mindshare or client interest among Forrester's enterprise client base
- Declined to participate in the evaluation or only partially contributed to the assessment
Q: What should buyers consider when evaluating products in this market?
A:
- Evaluate breadth and depth of telemetry monitoring across physical/virtual endpoints, SaaS applications, client applications, and internal/external networks
- Assess capabilities for translating data into actionable insights through OOTB DEX scoring, benchmarking, built-in ROI analysis, and AI-based recommendations
- Consider automation and remediation capabilities including proactive approaches, customizable automation for complex environments, and low-code orchestration for ease of use
- Review quality and comprehensiveness of data collection including near-real-time reporting, number of OOTB metrics/sensors, and historical data storage options
- Examine qualitative collection capabilities such as AI-based sentiment analysis, survey campaign management, and multilingual support
- Evaluate vendor's vision for holistic DEX versus endpoint-centric or application-centric approaches
- Assess maturity of support services, adoption resources, and partner ecosystem
- Consider specific technology environment needs (VDI-heavy, mobile workforce, collaboration tool dependencies, etc.)
Q: How has the End-User Experience Management Solutions market evolved in 2024?
A:
- Expanding visibility into collaboration apps and sustainability metrics
- Enabling customers to benchmark their DEX against industry peers through internal and external benchmarking
- Supercharging automation with generative AI (genAI) and low-code orchestration
- AI-based anomaly detection, natural language querying, and AI-assisted root cause analysis
- Integration of digital adoption platforms (DAP) to expand DEX scope beyond end-user computing
- Proactive issue resolution through self-healing and mass automation
- Enhanced mobile DEX capabilities for frontline workers
- Cloud-native platform architectures for improved scalability
Q: What differentiates Strength of Offering vs. Strength of Strategy?
A: Strength of Current Offering (vertical axis) evaluates the maturity and comprehensiveness of each vendor's product capabilities across monitoring, measurement, and remediation features. It focuses on technical depth, breadth of telemetry collection, platform scalability, OS support, and automation capabilities. Strength of Strategy (horizontal axis) assesses the vendor's market vision, innovation trajectory, product roadmap, partner ecosystem, customer adoption momentum, and supporting services. Strategy emphasizes future direction and market execution rather than current technical features.
Reference
- Forrester, The Forrester Wave™: End-User Experience Management Solutions, Q3 2024, 30-Jul-2024, ID
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