Enterprises focus on improving user experience and productivity by leveraging emerging technologies such as AI and analytics across various applications. They use generative AI to enhance communication, boost productivity with AI-powered PCs, strengthen endpoint security, and deploy chatbots for efficient support. They are shifting from service-level agreement (SLA)-based to experience-level agreement (XLA)-based pricing models, prioritizing user experience and business outcomes. BFSI, retail and CPG, and manufacturing sectors dominate over 50% of end-user computing services, focusing on virtual workspaces and unified collaboration to ensure secure access and teamwork.
Both demand-side and supply-side trends are covered in our End-user Computing Services 2024–2025 Market Insights™ and End-user Computing Services 2024–2025 RadarView™, respectively. These reports present a comprehensive study of end-user computing service providers, including top trends, analysis, and recommendations. We also take a close look at the market leaders, innovators, disruptors, and challengers.
Avasant evaluated 34 vendors using three dimensions: practice maturity, partner ecosystem, and investments and innovation. Of these, we recognized 25 providers that brought the most value to the market over the past 12 months.
The RadarView recognizes platform providers in four categories:
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- Leaders: Accenture, Capgemini, Cognizant, DXC Technology, HCLTech, Infosys, TCS, and Unisys
- Innovators: Atos, Dell Technologies, HP, NTT DATA, Tech Mahindra, and Wipro
- Disruptors: Computacenter, Fujitsu, ITC Infotech, Kyndryl, LTIMindtree, and Zensar
- Challengers: Birlasoft, Happiest Minds, Mphasis, Stefanini, and UST
The following figure from the full report illustrates these categories:
“Enterprises are redefining their priorities, putting user experience at the forefront,” said Rachit Bhagat, partner at Avasant. “They are investing in digital experience monitoring tools and adopting AI-driven solutions. They are not just reacting; they are proactively transforming how users interact and engage with technology.”
The reports provide a number of findings, including the following:
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- Enterprises are increasingly transitioning from on-premises setups to cloud workspaces, driven by key benefits such as cost efficiency, enhanced security, scalability, and support for flexible work environments.
- BFSI, retail and CPG, and manufacturing verticals account for around 50% of end-user computing services, with virtual workspaces and communication and collaboration being the most widely adopted solutions.
- Enterprises are moving away from SLA-based pricing models to XLA-based pricing models, which focus on user experience and outcomes rather than solely on technical performance.
- Companies are leveraging AI-powered PCs to improve user productivity by optimizing workflows, automating repetitive tasks, and providing intelligent assistance. They also leverage generative AI to enhance collaboration and communication with multilingual support and chat summarization features.
“Enterprises are leveraging generative AI to enhance user productivity and experience,” said Gaurav Dewan, research director at Avasant. “This includes deploying chatbots for end-user support, multilingual support for user communication and collaboration, and AI PCs to boost user productivity.”
The End-user Computing Services 2024–2025 RadarView™ also features profiles of the 25 service providers, along with their solutions, offerings, and experience in assisting enterprises in their end-user computing transformation journeys.
This Research Byte provides a brief overview of Avasant’s End-user Computing Services 2024–2025 Market Insights™ and End-user Computing Services 2024–2025 RadarView™. (Click for pricing.)