Digital Employee Experience Management: Top Challenges Faced by Suppliers

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Generative AI Becomes the New Standard for Convenience in Market Analyses

It seems inevitable: according to recent reports from Gartner, generative AI is increasingly associated with convenience and ease of use across various technological solutions.

This trend also extends into the realm of digital employee experience management (DEX), as highlighted by the American research firm. In particular, certain functionalities—such as automated remediation recommendations, draft campaigns aimed at employees, and providing natural language interfaces for administrators—are now being enhanced with generative AI features.

To be included in Gartner’s latest Magic Quadrant for this segment, a vendor was not required to have integrated generative AI (GenAI). However, from a functional standpoint, by the deadline of February 12, 2025, they needed to meet roughly the following criteria:

• Windows and Mac agents for data collection
• User feedback collection via surveys
• Calculation of a DEX score for each device or employee
• Generation of insights and execution of scripts or automations based on these insights
• Sending alerts or nudges to users
• Context ingestion through directories, Single Sign-On (SSO), and/or Human Resources Systems (HRIS)
• IT Service Management (ITSM) integrations
• Extensibility through webhooks or APIs

Since there was no dedicated Mac agent, the platform Access IT Automation, which appeared in last year’s Magic Quadrant, has been temporarily withdrawn from consideration. Nonetheless, Gartner gives it an “Honorable Mention” status. Similarly, eG Innovations was excluded because it falls short of feedback collection and messaging capabilities. Microsoft was also omitted, primarily due to these reasons.

Sixteen Vendors Featured, with Six “Leaders”

Vendor positioning within Gartner’s Magic Quadrant derives from a two-dimensional assessment. One axis, known as “Execution,” measures how effectively a company responds to market demands—including customer experience, pre-sales performance, and product/service quality. The other, “Vision,” evaluates strategic factors such as industry segmentation, geographic presence, commercial approach, marketing, and product roadmap.

### Performance on the “Execution” Axis:

### Performance on the “Vision” Axis:

In the previous year, ControlUp, Lakeside Software, NextThink, and Riverbed all ranked among the “Leaders” and they continue to hold that position. Omnissa joins them this year thanks to a slight improvement in its “Execution” score, and TeamViewer also advances, bolstered by its acquisition of 1E.

Beyond Virtualization: ControlUp’s Struggle with Brand Recognition

Historically focused on virtualization experience management, ControlUp has been expanding into endpoints, applications, unified communications, and security. Recently, it added support for ChromeOS and Microsoft 365. Gartner also points out strategic acquisitions such as Takoto (a low-code orchestrator) and Avanite (a RUM module). Its commercial strategy—simplified packaging and more competitive pricing—as well as its push for innovation through increased AI usage and extending its offerings to autonomous endpoint management and IoT use cases, have been well received.

However, as noted last year, ControlUp’s challenge remains its limited differentiation across vertical markets. Additionally, its international deployment strategy appears less comprehensive than competitors, heavily reliant on partners. Its recognition outside of virtualization and IT Operations remains limited, affecting overall brand awareness.

Lakeside Software: “Small but Mighty” in the Top Tier

Contrary to ControlUp, Lakeside Software demonstrates strength in a clear vertical strategy, serving clients across many industries. Its product development aligns well with market needs, and customer feedback highlights robust data collection and retention capabilities. Gartner also commends the inclusion of customer success services in the basic licensing, the regular organization of “office hours” sessions, and the publication of blueprints.

However, Lakeside’s installed base is smaller than other leaders, and Gartner notes that it underperforms relative to market size. Moreover, some features introduced in 2024 did not fully meet client priorities, and its quarterly release cycle is slower than most competitors. Its capacity to scale is a concern, given its relatively small size compared to other “Leaders”—with limited presence outside Europe and North America.

NextThink: Pricing Strategies Raise Concerns

NextThink is recognized for its platform’s extensibility, capable of managing over a million endpoints per client and offering flexible data location options across Amazon’s data centers. Gartner appreciates its rapid delivery of integrations and new features related to virtualization experience management, as well as its recent foray into Digital Adoption Platforms (DAP) with the acquisition of AppLearn. The company’s strong brand presence among buyers and competitors alike reflects an effective marketing strategy, including conferences and podcasts.

Nonetheless, pricing remains a weak spot. The full bundle tends to be more expensive than most other DEX tools, and individual options are complex and difficult to understand. The absence of an entry-level price point (deals typically involve at least 5,000 endpoints) limits accessibility for smaller organizations. Sector-specific differentiation is minimal, with limited product and marketing distinctions. Functionally, support is primarily focused on Windows and Mac endpoints, with mobile capabilities limited to basic inventory management.

Omnissa: Still Building Its Presence in DEX

Beyond integrations with major players like Apple, CrowdStrike, Intel, and Microsoft, Omnissa has showcased effective use of generative AI via its Omni AI assistant and is making strides toward autonomous DEX management. Its integration with broader services such as Workspace ONE UEM, Horizon, and Freestyle Orchestrator enhances its value, along with its microservices architecture and global presence—including teams, partners, and hosting on AWS.

However, Omnissa still needs to boost its visibility in the DEX segment. Currently, it offers limited references on its new website and has few documented case studies. Customer success services are mostly limited to key accounts. The company’s growth in 2024 remains uncertain, following a decline in 2023, and it continues to work on increasing market recognition.

Riverbed’s Training Resources Still Inadequate

In 2024, Riverbed signaled maturity in the DEX space, especially with its mobile-specific offering. Gartner notes the unification of its agent and data platform, which eases the addition of new features. The platform’s integration with Intel for Thunderbolt and Wi-Fi connectivity analysis, adoption of OpenTelemetry for extensibility, and a broad strategy encompassing mobile, network, infrastructure, applications, and unified communications are commendable. The company also stands out for its profitability and rapidly increasing revenues compared to the market average.

Despite these strengths, Riverbed’s customer success services are still limited to select accounts. During Gartner’s review, training resources for administrators remained incomplete, lacking advanced modules. Pricing is higher compared to competitors, and its customer base grew more slowly in 2024. Additionally, Riverbed’s solutions tend to complement other tools rather than replace them outright, and its marketing efforts sometimes target broader or adjacent markets, diluting its positioning.

1E: Acquisition Pending Completion by TeamViewer

The pending acquisition of 1E by TeamViewer offers promising cross-selling opportunities and facilitates scalability for the combined platform, which Gartner praises for its extensibility. 1E also provides strong demand response capabilities, evidenced by its prior acquisition of Exoprise, which enhanced monitoring functions, and partnerships with B2M Solutions (frontline workers) and Golitah Technologies (healthcare). The company’s offering structure—organized into three bundles with attractive entry points—addresses different customer needs effectively.

While TeamViewer has succeeded in creating sectorial differentiation for its core offerings, 1E’s DEX platform remains less differentiated. The integration process—covering staffing, intellectual property, and software components—is ongoing. The two companies also have different geographic footprints: 1E’s presence is limited to North America and Europe, where hosting costs on Azure are more manageable without additional charges.

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