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Browse our extensive library of research reports, research-based content, and blogs for actionable data and expert analysis of the latest B2B technology trends, market dynamics, and business opportunities.

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Business Applications & End-user Computing

  • Emily Marsh

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    Christian Perry

  • Christian Perry

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    Christian Perry

  • The Impact of Evolving Work Environments on Contact Center Platform Requirements

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    Brian McKenna

    Companies considering cloud-based contact center technologies must identify which options will best unify customer and agent experiences across live and asynchronous customer channels. At the same time, organizations need to integrate contact center-as-a-service (CCaaS) and unified communication-as-a-service (UCaaS) platforms so agents can access internal experts to help resolve customer issues. Furthermore, busy agents need AI tools to quickly search knowledgebases to provide the best service and meet quality KPIs. TechTarget’s Enterprise Strategy Group recently surveyed IT and business professionals responsible for or involved with contact center technology and processes to gain insights into these trends.

    To learn more about these trends, download the free infographic, The Impact of Evolving Work Environments on Contact Center Platform Requirements.

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  • Impact of Evolving Work Environments on Contact Center Platform Requirements

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    Brian McKenna

    The aftereffects of the pandemic have continued to disrupt contact centers, where staffing shortages and skill gaps make it difficult to manage customer interactions across channels. To address these challenges, organizations are increasingly turning to cloud-based solutions like contact center-as-a-service (CCaaS) and unified communication-as-a-service (UCaaS). These platforms can connect agents with internal specialists for faster issue resolution and empower them with AI tools to improve efficiency. For busy agents, AI can become a powerful assistant, enabling quick access to knowledgebases for answering customer questions, suggesting response wording for optimal service, and ensuring interactions meet established KPIs.

    To gain further insight into these trends, TechTarget’s Enterprise Strategy Group surveyed 347 IT and business professionals at organizations in North America (US and Canada) responsible for or involved with contact center technology and processes.

    The research assessed the current state and maturity of contact center technology, how it is deployed, the structure of contact center buying teams, and the prioritization of artificial intelligence within contact center strategies. Key areas of investigation included the biggest challenges contact centers face, such as security and privacy, integration, customer retention rates, and maintaining agent performance and productivity.

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  • The Evolution of Digital Experience Platforms

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    Brian McKenna

    This Complete Survey Results presentation focuses on the state of digital transformation and digital experience initiatives, including the business drivers that necessitate digital experience platform (DXP) adoption as well as the technology challenges of implementing DXPs.

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  • The State of Bring Your Own Device (BYOD) Policies and Trends

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    Gabe Knuth

    End-user devices such as laptops and smartphones connect workers to the critical digital infrastructure that they need to access to get their jobs done. But users’ device preferences can vary by factors such as role, comfort level with certain technologies, and more. Recent research by TechTarget’s Enterprise Strategy Group asked IT decision-makers about their organizations’ attitudes toward supporting BYOD policies that cater to the needs and preferences of individual end users.

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  • PCaaS Presents an Opportunity for Vendor Differentiation

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    Gabe Knuth

    The personal computer remains a keystone of employee productivity today. But when IT decision-makers take stock of the many PC vendor offerings, they often find more similarities than differentiators. Recent research by TechTarget’s Enterprise Strategy Group investigated how offerings like PC-as-a-service (PCaaS) appeal to buyers and help PC vendors stand out.

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  • The Current State and Future of Windows Applications

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    Gabe Knuth

    Despite growing conversational focus on browser-based applications, Windows applications remain part of most modern operations. Research by TechTarget’s Enterprise Strategy shows that support for critical Windows devices and applications cannot fall by the wayside as industries move forward with alternative approaches.

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  • Generative AI in IT Operations: Fueling the Next Wave of Modernization

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    Jon Brown

    This Complete Survey Results focuses on the use of causal, generative, and predictive AI for IT operations, including current and planned adoption, maturity, drivers, use cases, benefits, challenges, real-world results, measurements, stakeholders, and purchase considerations.

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  • Understanding Sr. IT and Business Leaders’ Media Consumption Preferences in 2024

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    Corey DeFreese

    TechTarget and Enterprise Strategy Group ran a global survey examining where buyers source information throughout their purchase journey. This report focuses on responses from almost 700 global technology buyers of which 385 were Sr. IT or Business Leadership. Below are 5 insights you can learn from this report:

    • Media types B2B buyers rely on when building a vendor shortlist
    • Channels where B2B buyers are spending more time doing research
    • What buyers want from vendor content including what motivates them to attend webinars
    • Trends in vendor loyalty, including what causes customers to switch vendors/suppliers
    • What tech vendors need to do to maintain a strong ongoing relationship with their customers
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  • EMEA Tech Buyers Media Consumption Habits in 2024

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    Corey DeFreese

    TechTarget and Enterprise Strategy Group ran a global survey examining where buyers source information throughout their purchase journey. This report focuses on responses from 240 EMEA technology buyers across IT management and senior business roles. Below are 5 insights you can learn from this report:

    • Media types B2B buyers rely on when building a vendor shortlist
    • Channels where B2B buyers are spending more time doing research
    • What buyers want from vendor content including what motivates them to attend webinars
    • Trends in vendor loyalty, including what causes customers to switch vendors/suppliers
    • What tech vendors need to do to maintain a strong ongoing relationship with their customers
    Already an Enterprise Strategy Group client? Log in to read the full report.
    If you are not yet a Subscription Client but would like to learn more about accessing this report, please contact us.

  • APAC Tech Buyers Media Consumption Habits in 2024

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    Corey DeFreese

    TechTarget and Enterprise Strategy Group ran a global survey examining where buyers source information throughout their purchase journey. This report focuses on responses from 135 APAC technology buyers across IT management and senior business roles. Below are 5 insights you can learn from this report:

    • Media types B2B buyers rely on when building a vendor shortlist
    • Channels where B2B buyers are spending more time doing research
    • What buyers want from vendor content including what motivates them to attend webinars
    • Trends in vendor loyalty, including what causes customers to switch vendors/suppliers
    • What tech vendors need to do to maintain a strong ongoing relationship with their customers
    Already an Enterprise Strategy Group client? Log in to read the full report.
    If you are not yet a Subscription Client but would like to learn more about accessing this report, please contact us.