TECH SUPPLIER May 2021 - Market Perspective - Doc # US47634221

The Intersection of Enterprise Service Management and Employee Experience: Changing the Way People Work

By: Amy Loomis, Ph.D.Research Director, Future of Work, Laura BeckerResearch Manager, Employee Experience & Sustainability/ESG Services, Juliana BeauvaisResearch Manager, Enterprise Applications


This IDC Market Perspective discusses the intersection of enterprise service management and employee experience on work. 2020 accelerated the shift to focus on workforce needs, and the employee experience (EX) market broadened significantly, with several new entrants ranging across IT services management, HCM, enterprise applications, telecommunications, and IT service providers. Vendors added functionality and offerings as well as made strategic acquisitions in the space, joining dozens of existing pure-play EX vendors in a crowded market. As organizations look to define the requirements for new work models and the safe return to onsite work, IDC sees some convergence in the market with increased focus on enterprise service management (ESM) technologies. The overall goal is enabling evolving hybrid work models with built-in technology parity for access to every worker from any location.

"IDC sees the intersection of enterprise service management and employee experience as one example of how IT and human engagement are facilitating much more fluid ways of working," says Amy Loomis, research director, Future of Work. "The future of work will truly rely not only on a hybrid model of work for technology but a hybrid mindset for organizations that must look across functional boundaries to support the evolving employee experience."



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