Report:

Magic Quadrant for Digital Employee Experience Management Tools

Top Vendor Products for Digital Employee Experience Management Tools in 2025

• ControlUp
• Lakeside Software
• Nexthink
• Omnissa
• Riverbed
• TeamViewer

Digital Employee Experience Management Tools Vendor Product Comparisons 2025

• ControlUp - Leader
  

  Pros:

  • Product strategy: ControlUp continues to expand capabilities and consolidate its offerings into a platform that extends historically strong virtualization experience management to endpoints, applications, UC and security experience. It recently added support for Microsoft Windows 365 and ChromeOS. The company also launched Workflows, a low-code workflow orchestration solution from its acquisition of Takoto, and ControlUp for Apps, which now includes real-user monitoring (RUM) via its acquisition of Avanite.
  • Sales strategy: The company recently simplified its packaging under the complete ControlUp ONE Platform and ControlUp for Desktops (Essential and Advanced), ControlUp for VDI (Essential and Advanced), ControlUp for Apps, and ControlUp for Compliance bundles. ControlUp aggressively prices its solution below market average, with higher discounts for larger bundles and multiyear commitments. Custom enterprise licensing agreements are available for large customers. Pricing is also available for MSPs.
  • Innovation: ControlUp demonstrates innovation via partnerships, acquisitions and product development. In addition to the new and enhanced products cited above, the company has increased its use of AI and machine learning (ML). The vendor remains focused on simplifying IT work via tool consolidation and expanded offerings for application management, employee enablement, autonomous endpoint management (AEM), and mobile and Internet of Things (IoT) use cases.

  Cons:

  • Vertical industry strategy: Although ControlUp has customers in all defined vertical industries, it has little product or sales strategy differentiation for industry verticals. This was not improved in 2024, which may limit growth in verticals with special regulatory or security requirements.
  • Marketing execution: ControlUp focuses on strengths in virtualization and IT operations, such as faster troubleshooting, automation and optimization. This focus might limit its perceived broader platform scope, which could explain why Gartner clients are less aware of its nonvirtualization use cases.
  • Geographic strategy: ControlUp is less focused on international growth than some competitors and has not developed a comprehensive, geographic go-to-market strategy. The company's geographic efforts are limited to event-based engagement and marketing across North America, Europe, the Middle East and Asia/Pacific, and rely heavily on technology and channel partners.


• Lakeside Software - Leader
  

  Pros:

  • Customer experience: Lakeside customers speak positively about SysTrack's existing Black Box data collection and retention capabilities, and how that contributes to root cause analysis. Customer success services are included in base license costs. The vendor hosts frequent office hour sessions and publishes success blueprints to improve awareness and use of SysTrack.
  • Market responsiveness: Lakeside is one of the longest-tenured vendors assessed in this market. SysTrack's value proposition is well-aligned to customers' needs, and the volume and frequency of data collected enhance the vendor's development, marketing and sales.
  • Vertical industry strategy: Lakeside has customers in most industry verticals and targets other verticals through partners and by participating in special events and producing unique content. The vendor is working to obtain certifications to extend its SaaS offering to government and highly regulated verticals.

  Cons:

  • Sales execution: Lakeside has a smaller installed base than some competitors in this Magic Quadrant. The company did not disclose growth metrics, but Gartner estimates that it underperformed, compared with average market growth. SysTrack has several packages and licensing options on a per-user and per-device basis. Clients should consider which best fits their needs to prevent compliance concerns.
  • Product strategy: In 2024, Lakeside's feature delivery did not always match the highest priorities of Gartner clients. For 2025, the company has revised its roadmap to include top customer requests, including additional AI capabilities and expanded proactive IT tools. With quarterly major releases, Lakeside also follows a slower cadence than most competitors.
  • Geographic strategy: Lakeside is the smallest company in the Leaders quadrant, which raises concerns about its ability to scale globally as successfully as the competition. With most of its staff in North America and Europe, Lakeside has a greater dependency on partners to cover other regions.


• Nexthink - Leader
  

  Pros:

  • Market responsiveness: Nexthink was among the first to integrate with ServiceNow, Qualtrics, Moveworks and others to extend its offering. The company recently added VDI Experience to expand virtualization support, and Adopt, the new name for acquired and integrated AppLearn, which extends into the digital adoption platform (DAP) market. When generally available, Nexthink Autopilot will provide agentic AI analysis and automated remediation.
  • Marketing: Nexthink attracts the most Gartner client and competitor mentions. Nexthink leverages many marketing channels to reach customers, prospects and partners. It demonstrates thought leadership with its DEX Show podcast, DEX Hub website, Experience conferences and survey-based reports.
  • Product: The Infinity platform is highly extensible and scalable, supporting over 1 million endpoints per customer and data residency wherever Amazon has data centers. Nexthink continues to deliver two new modules and new partner integrations per year, in addition to new capabilities and items to the Nexthink Library, and additional connectors to Nexthink Flow each month.

  Cons:

  • Sales strategy: Nexthink's complete bundle costs more than most other DEX tools. Customers report having difficulty understanding the vendor's complex a la carte options. Nexthink does not offer lower-cost entry point packages. It sells primarily to enterprise organizations, so customers with under 5,000 endpoints usually have to go through resellers or partners.
  • Vertical industry strategy: Nexthink has limited differentiation of its product, marketing and sales strategy based on industry verticals. Organizations should align vertical requirements for configuration and accreditation during planning and deployment phases.
  • Product strategy: Nexthink has less endpoint diversity than some competitors, focusing primarily on Windows and macOS. Mobile device support is limited to basic device inventory ingested from the Collaboration Experience product.


• Omnissa - Leader
  

  Pros:

  • Innovation: Omnissa demonstrated effective use of its GenAI-enabled Omni AI Assistant and the ability to deliver an autonomous future for endpoint and experience management. New and expanded partner integrations include CrowdStrike, IGEL, Intel, Zebra, Microsoft and Apple.
  • Product: The vendor's DEX tool integrates seamlessly with Workspace ONE Unified Endpoint Management (UEM) and Assist, as well as Omnissa Access, Freestyle Orchestrator and Horizon. It is highly extensible, with integrations to third-party products such as ServiceNow, Moveworks, TOPdesk, CrowdStrike and more. The solution supports all primary enterprise workloads, endpoints and device types, and is highly scalable due to its microservices architecture that supports over 1 million devices within a customer environment.
  • Geographic strategy: Omnissa has a globally distributed staff and partners in all regions where it has major customers. Its platform can scale globally, to wherever Amazon has data centers. This includes local data residency. The company tailors its go-to-market strategy by region for all of its products.

  Cons:

  • Customer experience: Analysis revealed no evidence of DEX-related customer case studies, few mentions of DEX on the vendor's new website, and below-average ratings on Gartner Peer Insights and similar sources. Customer success services are included at no additional cost, but are limited to key or focused accounts. Omnissa faces some lingering concerns related to its spin-off into a separate company. Some Gartner clients are still unaware of these transactions.
  • Sales execution: Omnissa demonstrated positive DEX installed base growth in 2024, following a decline in 2023. Growth will need to continue through 2025 to be considered sustained. Gartner has not heard of clients leaving other DEX tools for Omnissa. Only one other vendor in this report mentioned Omnissa as a top DEX competitor.
  • Marketing execution: Since becoming a stand-alone company, the company has yet to effectively address what Omnissa is and how it positions itself in the DEX tools market, resulting in little overall awareness. The company earned few mentions by vendors in this report as a top competitor and ranked in the bottom half of customer mentions in Gartner Peer Insights and similar sources.


• Riverbed - Leader
  

  Pros:

  • Market responsiveness: Riverbed has significant tenure in the DEX tools market and has improved Aternity's maturity in 2024. It has a unified agent and data platform, which simplifies the addition of new capabilities. Aternity Mobile has attracted attention as the market's only mobile DEX offering. In addition, deeper integration with Intel enables Thunderbolt and Wi-Fi connectivity analytics.
  • Market understanding: Riverbed's market value proposition is centered around a platform strategy that offers broader management of mobile, network, infrastructure, UC and application experience. For diverse environments, Riverbed's use of OpenTelemetry (OTel) ensures extensibility for non-DEX buyers. The vendor's roadmap addresses the top three things that its customers are asking for.
  • Business model: Riverbed is profitable and has demonstrated sustained growth in the last two years. In 2024, accelerated product feature expansion and platform integration drove above-market-average revenue growth. The vendor delivers capabilities to address the needs of multiple IT buyers from a single platform and agent.

  Cons:

  • Marketing execution: Gartner clients seeking a DEX tool may overlook Riverbed. This is because the vendor's platform-based messaging focuses on broader capabilities that span several adjacent markets, and targets existing customers and prospects at varying maturity levels. The company produced fewer DEX-related, thought-leading reports than in prior periods.
  • Customer experience: Customer success services are available at no additional cost, but are limited to target accounts. Administrator training is available at no additional cost but is limited to the basic-level Aternity Core. Advanced training will not be available until later in 2025.
  • Sales: Riverbed's list pricing is higher than most other DEX tool vendors. The company's installed base grew at a slower rate than leading competitors in 2024. Gartner has seen a slight, recent increase in clients renewing and extending use of Aternity, but not as a replacement for other DEX tools. Selling a broader platform vision is more difficult, given that multiple target roles often have competing priorities within enterprise IT organizations.


• TeamViewer - Leader
  

  Pros:

  • Operations: TeamViewer adds to 1E's partnerships and the combined company has significantly more staff to scale. Its elastic SaaS platform is highly extensible via DEX Packs, REST APIs and direct integrations with ServiceNow and others. It provides local data residency where Microsoft has Azure data centers.
  • Sales strategy: Packaging includes three bundles of increasing capability and costs, several add-ons and solution packs, offering customers a lower-cost entry and the ability to expand features as they mature. The 1E acquisition creates opportunities to cross-sell DEX to TeamViewer's existing customers. DEX annual revenue per opportunity is higher than existing revenue per customer, so go-to-market changes are required beyond TeamViewer's recently announced DEX offering for smaller organizations.
  • Market responsiveness: TeamViewer's acquisition of 1E recognizes a shift to proactive operations enabled by analytics and automation. This complements the vendor's previous endpoint management and remote support offerings. Prior to being acquired, 1E's responsiveness was demonstrated by acquiring Exoprise to enhance its monitoring capability and establishing partnerships with B2M Solutions for frontline workers and Goliath Technologies for healthcare use cases.

  Cons:

  • Vertical industry strategy: TeamViewer traditionally offered differentiated go-to-market for manufacturing, retail, healthcare, pharmaceutical and government verticals, while 1E did not differentiate by industry. A strategy transition is required for the company's DEX offerings. More than half of the TeamViewer DEX installed base still operates within on-premises-hosted environments as the company obtains the necessary certifications for its SaaS platform to be used in highly regulated and federal government verticals.
  • Product: TeamViewer is progressing through significant organizational and technology integration and migration efforts to bring together the employees, intellectual property, platforms and agents from Exoprise, 1E and TeamViewer. While this work is underway, the company could face unforeseen challenges when trying to combine three companies and technology platforms.
  • Geographic strategy: Geographic expansion beyond North America and Europe was not a major focus for 1E preacquisition, but expansion is accelerating based on TeamViewer's geographic footprint, which includes Asia/Pacific. Regional hosting for the platform is currently available only in North America and Europe at no additional cost.


• Almaden - Niche Player
  

  Pros:

  • Sales strategy: Almaden's value proposition promotes rapid ROI for IT service desks by enabling and promoting employee self-service, automating repetitive IT work, and reducing tickets. CIQ has simple bundling, with Essentials and Business editions, and is less expensive than other products in this market. Almaden offers discounting that aligns with budgets of small to enterprise customers, resellers and managed service providers (MSPs).
  • Overall viability: Almaden is privately owned and founder-led. It has demonstrated consistent double-digit revenue growth over the last two years. Company leadership is stable, with most leaders having been with the company since it was founded.
  • Innovation: Almaden's CIQ Business Edition is an AI-first product that leverages GenAI to identify predictors of experience, improve insights and enable IT administrators to interact with the product. AI is also leveraged for DEX scoring. The product leverages OpenAI's ChatGPT using a point-and-click paradigm for ease of use. Customers that have a ChatGPT Business license can use that with the Almaden virtual assistant.

  Cons:

  • Customer experience: Almaden's customer success approach is nascent, compared to competitors that have more formal programs. Gartner was unable to find any customer case studies on its website or reference to Almaden CIQ in client interactions.
  • Vertical industry strategy: Though Almaden has recently created a separate public-sector sales team, it does not differentiate its product or marketing strategy based on industry verticals. This may limit its ability to be successful within markets that have specialized regulatory or security requirements.
  • Marketing execution: Almaden has little brand awareness in the DEX tools market. It was not mentioned by vendors in this report as a top competitor. Its limited marketing efforts are focused on its website, social media and participation in partner events.


• Flexxible - Niche Player
  

  Pros:

  • Sales strategy: Flexxible lowered prices to make FlexxClient more affordable than most competitors and repackaged the offering to enable customers to start small and expand. The FlexxClient Core package provides remote control, basic automation and monitoring. The FlexxClient Advanced package adds advanced autoremediation. The FlexxClient Transform package adds advanced customer success and DEX management.
  • Geographic strategy: Flexxible has employees and support centers in all regions where it has customers. It demonstrates the awareness required to tailor its product, marketing, sales and customer engagement strategies by geography. Being hosted in Microsoft Azure offers broad geographic coverage as well.
  • Product strategy: Flexxible provides automation and management of the workspace experience, where a workspace can be a physical device or a virtual desktop. Its product strategy focuses more holistically on improving software asset management (SAM), IT support, compliance, sustainable IT reporting, and alerting, in addition to DEX.

  Cons:

  • Market responsiveness: FlexxClient has limited tenure in the DEX market and is less mature in breadth and depth of features and integrations than most competitors. The company delivered some but not all 2024 roadmap items, and analysis showed misalignment between its top three roadmap items for 2025 and the top three things its customers are asking for. Limited use of and focus on AI/ML will limit the vendor's ability to compete in a market being transformed by AI.
  • Marketing execution: Flexxible has little brand awareness in the DEX tools market. It was not mentioned by vendors in this report as a top competitor.
  • Vertical industry strategy: Flexxible does not differentiate go-to-market strategies for vertical markets, but is planning to test this later in 2025. Its current strategy is limited to use of industry-specific language in messaging.


• HCLSoftware - Niche Player
  

  Pros:

  • Sales strategy: DEX capabilities are included at no cost for customers that have active maintenance or subscription licensing to HCL BigFix Workspace. Once upgraded to HCL BigFix 11, customers will see the new DEX features. Those looking for the AI-enhanced capabilities of HCL BigFix AEX will need to upgrade to the HCL BigFix Workspace+ license.
  • Geographic strategy: HCLSoftware has staff in all geographic regions except China, and partners to fill gaps in supporting its globally distributed customer base. DEX capabilities can be added for global customers already using HCL BigFix, enabling them to manage endpoints, servers, applications and containers. HCLSoftware's customer support services are globally distributed and centrally managed.
  • Operations: HCLSoftware has a large network of technology integration, manufacturer, reseller and systems integrator partners to help scale. It leans on its large community of certified BigFix professionals for peer support, product awareness and execution.

  Cons:

  • Customer experience: Analysis revealed little evidence of DEX-related customer case studies, few customer reviews on Gartner Peer Insights and similar sources, and low customer awareness of HCL BigFix as a DEX tool.
  • Sales execution: HCLSoftware reported increased sales, but was unable to demonstrate growth in adoption of its DEX tool, due to limited telemetry from on-premises implementations. HCL BigFix was not cited as a top competitor by any other vendors in this research. Pricing for non-BigFix customers is higher than the market average.
  • Product: HCLSoftware has improved its DEX tool in the last year; however, it is less mature in breadth and depth of features and integrations than most competitors and demonstrates little differentiation from competing offerings. Functionality is focused primarily on extending and automating endpoint management efforts, which aligns to lower-maturity IT organizations that have not yet fully embraced human-centric DEX strategies.


• Liquidware - Niche Player
  

  Pros:

  • Vertical industry strategy: Liquidware's vertical strategy is demonstrated by a distinct go-to-market and web presence for several verticals that are not addressed by competitors. The company emphasizes healthcare, pharmaceuticals, government, education and financial services in its marketing, and has customers in many of the major vertical industries.
  • Marketing execution: Liquidware has established a strong brand and mind share within the end-user computing technology community and often participates in industry events and conferences. The company produces webinars, videos and podcasts that increase customer awareness of products and engage with industry experts and thought leaders.
  • Customer experience: Liquidware has received positive customer reviews for its high-touch, highly technical support services. Customers also like that added capabilities extend beyond virtualization optimization and endpoint management into DEX. Customer awareness and utilization of the vendor's products and customer relationships are also bolstered by its event participation and community involvement.

  Cons:

  • Product strategy: Liquidware does not offer comprehensive DEX for UC and applications, low-code workflow orchestration, and/or turnkey ITSM integrations, but does provide an API Builder to address specific needs. Liquidware's annual release cadence is slower than competitors; however, it does provide optional updates for specific customers or use cases as required, which may include new features. Clients should validate Liquidware's roadmaps and monitor progress to address requirements.
  • Product: During the analysis period (May 2024 to February 2025), Liquidware did not release updates for Stratusphere UX, which has feature gaps compared to competitors. Liquidware released a CommandCTRL update in June 2024, which included on-demand licensing, Windows logs exporting and customizable thresholds.
  • Business model: Despite the significant contribution of Liquidware's DEX tool to company revenue, it has the fewest allocated resources in this research. Without additional investment and accelerated product development, the company will likely struggle to close product gaps.


• Nanoheal - Niche Player
  

  Pros:

  • Sales strategy: Nanoheal's packaging for MSPs and IT organizations is simple to understand, with one SKU and a few add-ons. Its pricing is not publicly disclosed, but is among the lowest of vendors in this research.
  • Innovation: Nanoheal made significant improvements in 2024 with the use of AI/ML within the platform for anomaly detection, behavioral analytics, sentiment analysis and scoring functionality. The Nanoheal AI engine is opt-in, with basic functionality offered at no additional cost. However, advanced AI analytics do require an add-on license. The company also demonstrated a beta of its GenAI assistant for DEX and other use cases that are planned for release in mid-2025.
  • Market responsiveness: Nanoheal remains focused on improving DEX and optimizing endpoint operations through no-code automation. This aligns well with the needs of its target buyers (MSPs and GSIs) who want to improve the scale of their service offerings. The company's roadmap addresses common customer requests to integrate GenAI and sustainability reporting tools, and to add support for nontraditional endpoint devices, such as workplace IoT.

  Cons:

  • Marketing strategy: Nanoheal does not prioritize marketing to end-user customers. Its primary go-to-market routes are through MSPs, GSIs and other partners. The vendor's marketing strategy is limited to attending other companies' conferences, occasionally hosting webinars and user groups, and distributing newsletters to customers and partners.
  • Marketing execution: Nanoheal has built little brand awareness in the DEX tools market. It is rarely mentioned by vendors in this report as a top competitor or by Gartner clients during inquiry, and was absent in customer reviews. It has little content on its website, and all video channels and social media accounts are inactive. Nanoheal did not execute any major marketing campaigns in the last year.
  • Customer experience: Analysis revealed no evidence of DEX-related customer case studies, limited customer reviews on Gartner Peer Insights and similar sources, and little awareness of Nanoheal outside of its partners and current customers. Basic customer success is available at no additional cost, but the small size of the company limits the scale and effectiveness, unless delivered primarily by partners.


• Progressive Infotech - Niche Player
  

  Pros:

  • Innovation: Workelevate leverages AI/ML for predictive analytics, sentiment analysis, anomaly detection and automated remediation. The vendor uses GenAI for its custom-built chatbot that can also integrate other large language models. The vendor's roadmap includes enhancements to its AI capabilities to increase employee engagement, well-being and retention, and address security use cases.
  • Sales strategy: Workelevate's packaging is simple, with one SKU that includes its AI Copilot and endpoint management capabilities. Base pricing is among the lowest in the market, and discounts are available for larger or longer-term deals. Add-ons are available for IT asset and OS patch management, as well as AI for IT service management capabilities. Administrator training is available at no additional cost.
  • Vertical industry strategy: Workelevate's product, marketing and customer strategies are tailored to many vertical industries. The product provides regulated industries with on-premises deployment to meet compliance and data security requirements. Customers with large frontline workforces can leverage SaaS offerings that integrate with workstream collaboration and communication tools, and help automate on/offboarding tasks.

  Cons:

  • Marketing execution: Workelevate has built little brand awareness in the DEX tools market. It was not mentioned by vendors in this report as a top competitor, by Gartner clients during inquiry, or as an alternative solution considered by reviewers on Gartner Peer Insights. DEX-related content was found on its website and blog, but it is more educational than thought-leading.
  • Operations: Workelevate has one of the smallest teams working on DEX among vendors in this market. It is now a separate business unit that is not profitable on its own. More than half of customers are operating on-premises-hosted solutions, which increases support and life cycle management efforts. All staff are based in India, which limits regional expansion.
  • Sales execution: Despite reporting significant growth in 2024, Workelevate ranks near the bottom of vendors in this research in terms of market share and size of installed base. Sales are made primarily through resellers and partners. Direct sales are focused on midmarket to enterprise customers in India and surrounding regions.


• HP Inc. - Visionary
  

  Pros:

  • Sales strategy: WXP's packaging is simple, with one SKU. Pricing is more affordable than many competitors, with additional discounts available for larger and longer-term deals, and for MSPs and global systems integrators (GSIs). WXP is included at no additional cost within the company's managed device life cycle services deals and for HP Proactive Insights customers.
  • Geographic strategy: HP Inc. has staff in all geographic regions and partners that fill staff gaps to support a globally distributed customer base. The company has a proven track record of success in the global marketplace and demonstrates a deep awareness of geographic regional differences by tailoring its DEX tool's product, sales, customer and marketing strategies accordingly.
  • Overall viability: HP Inc. is profitable and has over a thousand resources developing WXP as a successor to Proactive Insights. Stable executive and product leadership have built a solid roadmap, established a steady cadence of updates, and assembled a broad network of partners that include technology integrations, hardware manufacturers, resellers, systems integrators and some DEX tool competition.

  Cons:

  • Marketing execution: Despite increased event participation and a stand-alone website, HP's WXP is still a lesser-known brand in the DEX market. The company was not mentioned by vendors in this report as a top competitor and ranked lower among competitor mentions within reviews on Gartner Peer Insights and similar sources.
  • Market responsiveness: WXP has been generally available for less than a year and is less mature in breadth and depth of features and integrations than leading competition. WXP's product roadmap addresses the top three things its customers are asking for, but HP Inc. needs to demonstrate a sustained, consistent ability to deliver over time.
  • Sales execution: Due to WXP's short tenure, there is insufficient evidence of HP Inc. demonstrating sustained growth. The company has not yet amassed an installed base comparable to leading competition. Gartner has yet to see clients migrating to WXP from another DEX tool.


• Ivanti - Visionary
  

  Pros:

  • Geographic strategy: Ivanti has staff in all geographic regions, in addition to partners that support its globally distributed customers. The company tailors its DEX tool's product, sales, customers and marketing strategies accordingly. The Neurons platform is hosted in Microsoft Azure, which also provides broad geographic coverage.
  • Market understanding: Ivanti brings a unique perspective to the market by converging DEX with IT service management, as well as endpoint management, discovery and security. The vendor's self-healing and automation bot framework is also unique. Ivanti has a solid understanding of DEX tools' market positioning, opportunities and challenges for clients of all sizes.
  • Innovation: The Ivanti Neurons platform uses AI/ML to drive intelligence and automation across DEX, endpoint discovery, management and security, and IT service and asset management use cases. The Neurons platform continues to evolve and expand to address buyer needs.

  Cons:

  • Sales execution: Ivanti has fewer actively deployed DEX agents and lower annual growth of its installed base than the majority of the vendors in this market. Its licensing fees do not include additional items like training, implementation, customer success and premium support included by some competitors. Ivanti is rarely mentioned by vendors in this report as a top DEX competitor or by Gartner clients during inquiry.
  • Customer experience: Analysis revealed little evidence of DEX-related customer case studies, limited customer reviews on Gartner Peer Insights and similar sources, and little awareness of Ivanti's DEX tool offering beyond current Neurons customers. The company also charges extra for customer success services, instead of including that in base prices.
  • Operations: Significant changes in company leadership, including appointment of a new chief executive officer and chief product officer, could cause DEX to be deprioritized in favor of products with higher returns or strategic value. Ivanti's smaller installed base and market share contributes less to overall company revenue than leading competition.


• ServiceNow - Visionary
  

  Pros:

  • Geographic strategy: ServiceNow tailors its go-to-market strategy to geographic regions. ServiceNow DEX allows customers to choose data residency locations. The company runs a global Knowledge conference and then hosts smaller regional World Forums.
  • Vertical industry strategy: ServiceNow tailors product, marketing and customer strategies for most vertical industries. It also has vertical-specific products for healthcare, financial services, public sector, manufacturing, retail, technology and more. Some regulated industries may obtain special approval for private or sovereign cloud deployments to meet compliance and data security requirements.
  • Innovation: ServiceNow's vision of putting AI to work for people aligns with buyer needs in the DEX tools market. While the vendor's DEX tool is new, its key differentiation is being built on a platform that already supports IT services and processes, and has demonstrated extensibility. Recently released AI agents are likely to extend to DEX and be a differentiator in the near future, due to having access to more data across the platform.

  Cons:

  • Customer experience: Analysis revealed no evidence of DEX-related customer case studies or customer ratings on Gartner Peer Insights and similar sources. ServiceNow offers customer success services, but at an additional cost.
  • Marketing execution: ServiceNow has made progress with product capabilities and sales in its short tenure, but buyers are less aware of ServiceNow DEX than other vendors' DEX tools. The vendor was not mentioned by other vendors in this report as a top competitor. DEX-related marketing execution has been limited and focused on building awareness of the product and its features, with little thought leadership.
  • Product: ServiceNow DEX has improved since becoming generally available in May 2024. The product is less mature than other DEX tools in this research. It is missing turnkey support for UC solutions and virtualization support is limited to agents installed on persistent desktops.


• Tanium - Visionary
  

  Pros:

  • Market understanding: Tanium DEX is built directly into the company's AEM platform, which aggregates and leverages technology configuration, performance, security risk, compliance, and experience data to autonomously execute core IT maintenance tasks, freeing up IT staff for more value-added work. Most items on the company's roadmap are customer-requested, which demonstrates a pragmatic approach of not chasing the competition.
  • Marketing strategy: Tanium broadly leverages all marketing channels, including an active blog, as well as social media, podcast and video channels. Tanium also hosts its own annual Converge conference and regional roadshows. These are backed by messaging that addresses what its primary buyers are seeking today and will need in the near future. The vendor's DEX offering positioning is aligned with customers' critical need of transparency into and management of DEX.
  • Vertical industry strategy: Tanium has customers and go-to-market strategies in nearly all vertical industries. The company's large partner network helps them address vertical-specific requirements and regulations. Tanium participates in vertical industry conferences and events, and collaborates with administrative bodies and government agencies.

  Cons:

  • Sales execution: Tanium did not disclose the size of its active DEX installed base, but reported increased customer adoption compared to 2024. Tanium DEX was not cited as a top competitor by any other vendors in this research, and Gartner has not seen clients leaving another DEX tool for Tanium. Historically, non-Tanium customers needed to purchase licenses for Tanium's Core and Performance modules, for which combined pricing was above market average. The announced Engage module's consolidation into Core on 1 May 2025 removes that license requirement.
  • Marketing execution: Buyers, even existing Tanium customers, are less aware of Tanium DEX than of other vendors' DEX tools. The vendor has attracted few reviews in Gartner Peer Insights or similar sources. DEX-specific marketing execution is limited beyond product-specific videos and webinars.
  • Product: Tanium DEX is less mature than other DEX tools in this research. It lacks turnkey support for virtualization environments, UC solutions and mobile devices. Current capabilities address the needs of IT operations and security buyers who are just starting their DEX journey.

Reference

• Gartner, Magic Quadrant for Digital Employee Experience Management Tools, 26-May-2025, ID G00822534

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