IoT management and security is quickly becoming a top priority for organizations as they also deal with endpoint management and security. Enterprise Strategy Group research has revealed that the recent increase in IoT devices is a primary cause of IT complexity, and that organizations are ramping up efforts to consolidate IoT and endpoint management and security teams to help reduce the load placed on IT organizations.
Business Applications & End-user Computing
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Remote work coupled with an increase in both the number and variety of endpoint devices per user has led to an increase in IT complexity. This sprawl at the edge has led to multiple IT teams leveraging multiple tools, further increasing complexity and inefficiency. To combat this, many organizations are turning to consolidation of teams, tools, and processes.
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When developing a unified communication and collaboration strategy, much of the focus is on the capabilities of the platforms. But organizations also need to consider the impact that the networking and infrastructure have on UCC success. Many employee- and customer-experience problems can be directly tied to networking and infrastructure. Enterprises that recognize the need to address network connectivity, reliability, scalability, and complexity issues are targeting key areas of investment to overcome these challenges.
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Customer experience is the sum of a consumer’s digital interactions with a company throughout the customer lifecycle. Most customer experience programs include the measurement of customer satisfaction and sentiment analysis. These processes aggregate and analyze customers’ perceptions and feelings resulting from interactions with a brand’s products and services. Customer loyalty and retention are the desired results from the thoughtful execution and continuous improvement of CX.
Learn more about these trends with the infographic, Customer Experience Strategies and Technology Frameworks.
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Unified Communications & Collaboration
The UCC technology landscape continues to evolve and adapt as organizations strive to modernize their communications systems and keep employees and customers connected in a hybrid work environment.
The adoption of UCaaS platforms has risen steadily in recent years.
Driven by growing demand for more flexible, scalable, and secure communication solutions, investments in UCaaS and other unified communications platforms have surged. Key drivers identified in our latest spending intentions research include requirements for competitive advantage and customer retention, particularly of digital-native customers.
Enterprise Strategy Group’s UCC analysts and research cover every aspect of an organization’s UCC strategy and technology framework, including:
- Contact center/Contact center as a Service (CCaaS)
- Communications platform as a Service (CPaaS)
- Meeting room devices & hardware
- Team messaging & collaboration
- Unified communications platforms/Unified communications as a Service (UCaaS)
Analysts Covering Unified Communications & Collaboration
Gabe Knuth
Principal Analyst, End-user Computing & User Protection
Areas of Expertise
- Desktop & App Virtualization (VDI)
- Desktop-as-a-Service (DaaS)
- Digital Employee Experience (DEX)
- Digital Workspaces
- Email Security
- End-User Devices & Hardware
Aaron Tan
Regional Director, Analyst Services, APAC
Areas of Expertise
- Application Modernization & DevOps
- Business Applications
- Cloud Computing
- Cybersecurity
- DevOps
- IaaS/Cloud
Recent Unified Communications & Collaboration Insights
Research Brief | March 28, 2025
Organizations Perceive DaaS as Costly but With Added Value
Research Brief | March 28, 2025
Virtual Application Delivery Is Set to Overtake Virtual Desktops
Infographic | February 28, 2025
VDI and DaaS Trends in the Hybrid Digital Workplace
Research Report | February 12, 2025
VDI and DaaS Trends in the Hybrid Digital Workplace
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End-user Computing
Driven in large part by remote and hybrid work, end-user computing strategies are a mutual priority across business executives, IT professionals, and security operations.
Alternative desktop delivery and consumption models create urgency to optimize user experience and endpoint protection.
It is incumbent on IT organizations to respond to end-user computing, unified communication, and collaboration needs by providing a secure yet rich consumer-like user experience.
Enterprise Strategy Group’s EUC analysts and research assess what it takes to deliver, manage, and optimize digital workspaces and examine essential EUC topics, including:
- Desktop & application virtualization (VDI)
- Desktop as a Service (DaaS)
- Digital employee experience (DEX)/End-user Experience Monitoring (EUEM)
- Digital workspaces
- End-user devices & hardware
- End-user monitoring & performance
- End-user devices & hardware
- Endpoint lifecycle management
- Unified endpoint management/Mobile device management
- User environment management
- Windows application management
Research Report
AI at the Endpoint: The Impact of AI on End Users and Endpoint Devices
As AI adoption accelerates, organizations are evaluating how AI-driven workloads impact end-user support, digital workspaces, and endpoint strategies. While AI PCs introduce new possibilities for local AI computing capabilities, their integration into enterprise environments is at an early stage, with practical use cases still emerging. Understanding how businesses align these technologies with IT and business […]
Analysts Covering End-user Computing
Gabe Knuth
Principal Analyst, End-user Computing & User Protection
Areas of Expertise
- Desktop & App Virtualization (VDI)
- Desktop-as-a-Service (DaaS)
- Digital Employee Experience (DEX)
- Digital Workspaces
- Email Security
- End-User Devices & Hardware
Recent End-user Computing Insights
Infographic | June 23, 2025
The Growing Role of AI in Endpoint Management and Security Convergence
Survey Results | June 17, 2025
The Growing Role of AI in Endpoint Management and Security Convergence
Research Brief | June 10, 2025
End Users Who Lack AI Guidance Elevate Risk
Blog | June 7, 2025
The Growing Role of AI in Endpoint Management and Security Convergence
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Customer Experience
Customer experience technology is rapidly evolving and expanding as CX remains a top business priority.
Demand for personalization and seamless omnichannel experiences throughout the customer journey is increasing.
Technology is playing a critical role in delivering that. In fact, Customer Experience is the top category for business application investment, according to our latest research.
Enterprise Strategy Group’s CX analysts and research cover every aspect of CX strategy and technology frameworks, including:
- Contact center/CCaaS
- CRM
- Customer data platforms (CDP)
- Customer data privacy & compliance
- Customer experience (CX)
- Customer service & support
- Digital experience platforms (DXPs)
- E-commerce
- Marketing automation
Research Brief
Digital Experience Platforms Promote Stronger Overall Digital Experience Strategies
Offering seamless and personalized digital experiences for customers is a major directive for businesses operating in any market as this capability represents a competitive advantage and promotes brand loyalty. However, changing technology paradigms, an evolving cybersecurity landscape, and other factors can make this a tall order for the IT teams tasked with digital experience management. […]
Analysts Covering Customer Experience
Aaron Tan
Regional Director, Analyst Services, APAC
Areas of Expertise
- Application Modernization & DevOps
- Business Applications
- Cloud Computing
- Cybersecurity
- DevOps
- IaaS/Cloud
Recent Customer Experience Insights
Research Brief | March 28, 2025
Organizations Perceive DaaS as Costly but With Added Value
Research Brief | March 28, 2025
Virtual Application Delivery Is Set to Overtake Virtual Desktops
Infographic | February 28, 2025
VDI and DaaS Trends in the Hybrid Digital Workplace
Research Report | February 12, 2025
VDI and DaaS Trends in the Hybrid Digital Workplace
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Communication and collaboration platforms directly affect employee experience, productivity, and engagement, which brings them to the attention of IT professionals and executives.
Explore notable data points from Enterprise Strategy Group’s study of these technologies with this infographic.
