Mac, PC, or Both? How Hybrid IT Drives Customer & Employee Experience

Business Focus Podcast

Mac, PC, or Both? How Hybrid IT Drives Customer & Employee Experience

In this episode of the Business Focus Podcast, we explore the impact of hybrid IT environments on both employee experience (EX) and customer experience (CX). Join Brendan and Ed Parangodan, Mac Specialist from Synnex, as they explore how providing the right technology, like Mac or PC options, can drive productivity, improve employee satisfaction, and ultimately enhance customer outcomes. We also touch on the cost of Macs vs. PCs and how companies can seamlessly secure and manage hybrid environments using tools like Intune and Jamf.

Episode Highlights: 

• How Hybrid IT Drives Employee Experience
• Mac vs. PC: The Hybrid Shift in Business
• Total Cost of Ownership: Macs vs. PCs

How a Hybrid IT Strategy Boosts Employee Satisfaction and Customer Success

In today’s evolving digital landscape, the tech tools we choose for work aren’t just functional—they’re personal, shaping our experience as employees and customers. We’ve left behind the days of rigid Mac vs. PC divides. Instead, we’re entering a hybrid IT era, where blending devices not only supports productivity but enhances experience. So, why does a hybrid IT environment matter, and how can it drive positive outcomes for businesses? Let’s unpack the essentials.

A New Series on Employee and Customer Experience (EX and CX)

This episode marks the start of a series focused on Employee Experience (EX) and Customer Experience (CX). Today, we’re talking about the role of devices in shaping these experiences. Specifically, we’ll explore how providing choice in tech—whether that’s Mac, PC, or both—can contribute to a secure, efficient, and employee-friendly environment. Joining us is Ed Par Gordon, Mac Specialist at Syx, who has spent years in the Apple ecosystem helping organisations deploy and support Apple devices.

Why Hybrid IT Matters

Ten years ago, we all saw those memorable Mac vs. PC ads—portraying the choice as black and white. Today, however, the line between these devices has blurred, especially as Macs have begun to find a place in the corporate world. Ed shares that he’s seen a significant shift: “Macs are creeping into enterprise organisations of all shapes and sizes.” Factors driving this change include familiarity with Apple devices from school and home use, as well as a demand from executives who use Apple products in their personal lives and want the same at work.

Employee Choice is Key

Providing employees with device options isn’t just a perk; it’s a productivity booster. When people can work on devices they’re already comfortable with, it cuts down training time, reduces stress, and increases overall job satisfaction. Hybrid IT environments also cater to a variety of job functions—creatives might prefer Macs, while execs might lean towards PCs. Allowing this flexibility can enhance employees’ sense of autonomy and confidence, making them feel valued and supported.

Employee Experience (EX) and Productivity

A hybrid device strategy directly impacts productivity. Ed explains, “People just want to use a device they’re more comfortable with,” and when they have that choice, it reduces overheads around training and ongoing support. It’s not just about giving someone a device—it’s about empowering them to do their best work with tools they know and trust.

Beyond Productivity: Comfort, Familiarity, and Flexibility

For employees accustomed to Apple’s ecosystem, using a PC can feel like stepping back in time. Transitioning between different platforms can lead to unnecessary frustration and a dip in efficiency. Plus, there’s the added benefit of alignment across devices. If an employee uses an iPhone, having a Mac can create a seamless experience across their work and personal life, enhancing productivity.

Overcoming Hybrid IT Challenges

While hybrid IT environments offer many benefits, they do come with challenges. The two major hurdles? Security and cost. IT decision-makers often worry about how to secure a mixed environment. Fortunately, tools like Jamf for Macs and Intune for PCs help with this.

The Cost Factor

When comparing Macs and PCs, many assume Macs come with a higher price tag. While this might be true initially, Ed shares that Apple’s switch to the M1 chip has lowered costs, bringing Mac prices closer to PC equivalents. Additionally, Macs hold a higher residual value over time. Many organisations are reaping the benefits of this by selling or leasing their Macs at the end of a device’s lifecycle, making them more cost-effective in the long run.

Employee Experience, Customer Experience, and Their Interplay

The impact of hybrid IT extends beyond employee satisfaction—it influences customer experience (CX) too. Happy, well-supported employees naturally offer better customer service. When employees aren’t frustrated by their tools, they’re more likely to be efficient, creative, and responsive, all of which contribute to positive customer interactions.

Security in Hybrid IT Environments

For organisations considering a shift to hybrid IT, managing security across different platforms is a top priority. Tools like Intune and Jamf work together to provide a layered approach. Intune can set baseline security policies, while Jamf adds another layer of security specifically for Macs. This dual approach ensures that both Macs and PCs meet the same security standards, helping organisations adhere to frameworks like the Australian Essential Eight or CIS benchmarks.

Scaling Up for Bigger Companies

For larger organisations, total cost of ownership (TCO) is a crucial consideration. They often weigh device costs against broader metrics like productivity, staff retention, and onboarding efficiency. Ed advises organisations to consult with a managed service provider (MSP) to map out the potential TCO of a hybrid IT strategy. The right MSP can assess an organisation’s goals—such as aligning with Essential Eight standards—and help determine the most cost-effective strategy.

The Future: Integrating AI in Hybrid IT Environments

Apple’s commitment to AI through its upcoming Apple Intelligence platform is expected to be a game-changer for businesses. Set to provide secure, on-device AI capabilities, this platform aligns with Apple’s privacy-first approach. In today’s data-driven world, AI that respects user privacy while enhancing functionality could redefine the way employees interact with their tech, whether at home or work.

Wrapping Up: The New Era of Choice and Flexibility in IT

As businesses look for ways to attract top talent and retain valuable employees, offering flexibility in device choice is emerging as a key strategy. By moving away from a one-size-fits-all model, organisations can empower employees to work in ways that feel natural, comfortable, and productive. This shift not only drives employee satisfaction but also elevates customer experience, creating a positive ripple effect that benefits the entire business.

Hybrid IT is here to stay, and companies that embrace this approach are well-positioned to enhance both EX and CX outcomes. So, whether you’re a small business or a large enterprise, it’s worth considering how you can make the most of Mac, PC, or both.