Championing tech excellence: Andrew Hewitt joins TeamViewer as VP Strategic Technology

Welcome to TeamViewer, Andrew! You’ve spent years analyzing tech trends—what’s it like to now step into one of the companies you once covered?

At Forrester, I had the rare opportunity to define the Digital Employee Experience (DEX) category back in 2018 and publish the first evaluative research on it. For years, I’ve been analyzing the space from a high-level perspective – tracking market trends, customer demands, and the evolution of vendor strategies.

Now, stepping into TeamViewer, I’m excited to be part of the on-the-ground effort. It’s one thing to offer strategic advice from the outside; it’s another to roll up your sleeves and see those strategies take shape with customers.

What stood out to you about TeamViewer and its direction that made you want to join the team?

In a word: opportunity.

TeamViewer has an incredibly strong global brand in IT support – something most competitors can’t claim. With the recent acquisition of 1E, there’s a real opportunity to bring DEX capabilities to a much broader audience, and vice versa. Right now, DEX is still mostly focused on large enterprises in Europe and North America. At TeamViewer, we can scale that impact globally and bring it to SMBs too.

Also, I love that TeamViewer is looking beyond the traditional knowledge worker. Its commitment to supporting frontline workers – and embracing new technologies like AR and VR – means we can expand the definition of DEX to include the majority of the global workforce. That’s a huge and exciting shift. With this, we can shape that next generation of digital work, and I’m thrilled to be a part of it.

Having followed the Digital Employee Experience space closely, where do you see the biggest opportunities for innovation in the next 2–3 years?

There are many areas where I see room for innovation in the DEX space. Here are my top three:

 First, agentic AI. Today’s AI in DEX platforms is largely user-driven, but that’s going to shift. We’ll see AI take on more complex workflows and act independently – resolving issues, optimizing experiences, and proactively managing environments without constant IT involvement.

 Second, expanding DEX beyond the device. DEX will go further – to frontline devices, kiosks, Internet of Things (IoT) – anywhere employees interact with technology.

Third, a move toward platforms. Organizations want simplicity. Rather than juggling separate tools for every piece of the digital workplace, they’re looking for unified platforms that bring it all together – experience, management, automation – in one ecosystem.

As someone who's spent time advising businesses on what good looks like, what do you think companies often get wrong about digital transformation?

Companies put too much emphasis on the technology itself and not enough on the people who use it. It’s easy to get excited about tools and platforms, but transformation isn’t just about deploying tech; it’s about improving how people work.

A common pitfall is automating bad processes. If the underlying employee journey is broken, automating it won’t help – it just makes a bad experience faster. You have to step back, fix the process first, and then look at how technology can enhance it.

And finally, companies often underestimate change management. Rolling out new tools isn’t enough – you need to listen to employee challenges, understand their needs, and then communicate clearly. Adoption doesn’t happen automatically; it requires thoughtful engagement, internal marketing, and ongoing support to make the change stick.