July 23, 2025

The future of end-user services: Are you ready?

Last updated 07/23/2025
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Bryan Vest

Product Line Manager for Digital Employee Experience (DEX)

Bryan is the Product Line Manager for Digital Employee Experience (DEX) at Omnissa, bringing extensive expertise in mobility, sales, consulting, product management, and product marketing. With a strong background in guiding large enterprises through digital transformation, he is passionate about leveraging technology to enhance digital employee experiences and streamline IT operations. At Omnissa, Bryan helps organizations maximize the value of their digital investments by aligning business needs with innovative solutions that drive efficiency and improve user experiences.

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In a world where digital transformation is no longer optional, Gartner’s latest report, Predicts 2025: Transform End-User Services Into a Predictive and Resilient Digital Workplace, delivers a wake-up call for IT and digital workplace leaders.

At Omnissa, we believe this report is a must-read for any organization looking to stay ahead of the curve—and we’ve made it easy for you to access it.

Download the full Gartner report here.

Key takeaways from the report

Digital employee experience (DEX) is the new battleground: Organizations that measure and improve DEX are 1.7x more likely to gain executive support and commitment for projects. And with 75% of digital workers contacting IT only for technical issues, there’s a massive opportunity to shift from reactive support to proactive enablement.
Resilience is non-negotiable: Last year’s massive outage was a wake-up call. 42% of impacted organizations are now updating their resilience strategies. Gartner predicts that by 2027, companies using DaaS in continuity plans will recover in hours—not weeks.
SaaS sprawl is draining budgets: SaaS spend has surged 51% since 2022, yet most organizations are only aware of 40% of their SaaS portfolio. Without centralized visibility, overspending is inevitable.
PC refresh cycles are getting smarter: According to Gartner, by 2028, 70% of IT orgs will use data—not arbitrary timelines—to trigger device replacements. It’s time to ditch the “every 3 years” model and embrace data-driven decisions.

Why this matters for you

Whether you're a CIO, IT leader, or digital workplace strategist, this report outlines the strategic shifts you need to make now to stay competitive in 2025 and beyond. From optimizing SaaS spend to enabling hybrid work with DaaS, the insights are actionable and urgent.