skip to main content


This report identifies the main trends in digital workspace such as agile approaches to work, an improved employee experience, frontline workers' needs coming to the fore, and service providers rethinking strategies around their digital workspace.


  • Changing working practices and a more fluid view of employment means the focus on improving the employee experience is set to grow in importance.
  • Frontline workers are the majority – their needs must be a factor in future workspace investment.

Features and Benefits

  • Identifies the priorities for enterprises in the digital workplace in 2020.
  • Advises service providers and vendors on where to focus in the coming year.

Key questions answered

  • How are changing working practices driving change in organizations?
  • Why should companies address the needs of frontline workers?
  • How is the measurement of employee experience evolving?
  • Why do service providers need a new approach?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors
  • Recommendations for service providers

The fluid workforce and open organizations

  • A fluid workforce will need flexible tools

Frontline workers: no longer the underserved majority

  • In 2020, industry focus will shift from the knowledge worker to the frontline worker
  • There is an opportunity for suppliers to differentiate

The employee experience will drive much workspace investment

  • A positive employee experience will drive adoption
  • Measuring employee experience will be a focus for provider investment

Reality bites for CSPs in the digital workspace

  • Enterprises embarking on a digital workspace initiative need partners
  • CSPs need a new approach


  • Methodology
  • Further reading
  • Authors