Our seasoned analysts couple their industry-leading B2B research with in-depth buyer intent data for unparalleled insights about critical technology markets.
Clients trust us across their GTMs—from strategy and product development to competitive insights and content creation—because we deliver high-quality, actionable support.
Browse our extensive library of research reports, research-based content, and blogs for actionable data and expert analysis of the latest B2B technology trends, market dynamics, and business opportunities.
Our seasoned analysts couple their industry-leading B2B research with in-depth buyer intent data for unparalleled insights about critical technology markets.
Clients trust us across their GTMs—from strategy and product development to competitive insights and content creation—because we deliver high-quality, actionable support.
Browse our extensive library of research reports, research-based content, and blogs for actionable data and expert analysis of the latest B2B technology trends, market dynamics, and business opportunities.
As Enterprise Strategy Group’s Senior Analyst for Business Applications, Brian McKenna focuses his research primarily on customer experience technology. Brian covers other business applications through a data management and analytics lens.
He is based in the London office of TechTarget, ESG’s parent company, where he also helps to direct ESG’s analyst services in EMEA covering business applications, information management, and cybersecurity topics.
Most recently Brian was business applications editor at TechTarget’s Computer Weekly publication. CW is well known for putting the voice of the IT customer first, and Brian brings that perspective to bear on his research, writing, and consultancy. Prior to joining Computer Weekly, Brian was the editor of Infosecurity magazine. He has also edited academic journals in information science and computer security.
Brian holds a degree in History and English from the University of Glasgow, Scotland, and a doctorate from the University of Oxford, England. He was a British Academy post-doctoral fellow and Junior Research Fellow at Oxford before turning to IT journalism. He is also a Fellow of the RSA (Royal Society for the encouragement of Arts, Manufactures, and Commerce).
The macroeconomic and environmental crises besetting organizations globally demand ever-greater creativity from the suppliers and the users of the software that runs those entities. And for them to become authentically data driven, they must extract business value from modern data technologies, from lakes to real-time analytics.”
Brian McKenna Senior Analyst, Business Applications & EMEA Analyst Services Director
The aftereffects of the pandemic have continued to disrupt contact centers, where staffing shortages and skill gaps make it difficult to manage customer interactions across channels. To address these challenges, organizations are increasingly turning to cloud-based solutions like contact center-as-a-service (CCaaS) and unified communication-as-a-service (UCaaS). These platforms can connect agents with internal specialists for faster […]
