Nerdio's expanded coverage for MSPs, HCLTech's Achieve Now and Google Workspace updates..

Hello everyone,

Welcome to the 85th edition of the weekly Digital Workplace and Future of Work newsletter. Before we look at the key updates from the past week, a quick info about ISG's latest report about enterprise client experience with their IT BPO services. The new ISG Star of Excellence CX Insights report Q3, 2024, compares enterprise CX scores (a quantified measure of client experience with their managed service providers) given by clients across different regions. The report provides many valuable insights. For example, according to the report, client satisfaction with their digital workplace service providers remains almost similar to last year across different regions, but clients in the Americas reported higher, and those in EMEA reported slightly lower satisfaction (see figure below). This is important as clients in the Americas (particularly in the U.S. are still outsourcing digital workplace services as a separate tower or integrated into a larger infra deal, where providers are able to showcase their specialized skills and ensure high experience. Clients in the EMEA (particularly Europe) are extending digital workplace services scope to other areas, mostly not covered by IT infrastructure in the past. This enhances the expectations of the clients, and providers have not reached that stage of satisfying those requirements.

This data is based on enterprise client feedback and we have close to 2200 client responses for this research. You can access the complete report here:

End-user technology

Nerdio expands its coverage of Microsoft solutions for MSPs

Nerdio has announced an expansion of its Nerdio Manager for MSP platform to include more elements within the Microsoft 365 environment. More details here:

Well-known for its AVD and VDI management capabilities, Nerdio's expanded scope of the platform is timely as many managed service providers are focusing on managing much more than the virtual desktop environment. As clients are increasingly leveraging the complete M365 environment that includes both AVD and Windows 365, it is important to cover other elements of Microsoft 365, particularly Microsoft Teams.

Managed workplace services

HCLTech's AchieveNow program

HCLTech announced a new program built on ServiceNow that helps clients take on AI-led transformation journey. More details here:

Digital workplace and ESG offerings are at the heart of AchieveNow program. HCLTech has a robust digital workplace service practice and I have rated it as a Leader in the digital workplace services for many areas in the U.S. and it has achieved similar Leader positions for other regions as well. Leveraging its strong portfolio and market presence, HCLTech is well-poised to help clients identify their potential and take on an AI-led journey.

UCaaS

Google introduces new features

谷歌 announced many new features in its Workspace solution. More details here:

Two updates worth noting and readymade templates and GA of Google Vids. The templates, designed for diverse use cases such as sales pitches and project roadmaps, aim to save users time and improve presentation quality. Google Vids empowers educators and students to create collaborative videos for enhanced learning and communication. These features demonstrate Google's focus on leveraging AI to support creative workflows in hybrid setups and are great addition for Google Workspace users.

That's all for the week folks. Please feel free to share your thoughts and feedback in the comments below. Please share the newsletter with others who may be interested in the content. Thank you so much for your consistent support.

Thanks,

-M