Enterprises see emerging GenAI use cases
improving employee experience, a major focus after pandemic-era
changes, ISG Provider Lens™ report says
Enterprises in the U.S. are cautiously optimistic about
workplace management amid macroeconomic uncertainty and the growing
potential of generative AI (GenAI), according to a new research
report published today by Information Services Group (ISG) (Nasdaq:
III), a leading global technology research and advisory firm.
The 2024 ISG Provider Lens™ Future of Work Services report for
the U.S. finds that workplaces stabilized in 2023 following the
COVID-19 pandemic but are still affected by the changes it brought
about. Most organizations have embraced hybrid work, and many are
adopting new technologies and modes of operation to remain
competitive and keep employees satisfied.
“Policies about where employees can work have profoundly
affected how workplace leaders choose technologies and management
approaches,” said Dee Anthony, Americas lead, Future of Work, for
ISG. “U.S. firms are taking advantage of promising advances that
could improve operational efficiency and individual
productivity.”
After strict return-to-office policies imposed by major
technology companies in late 2023 inspired some U.S. enterprises to
follow suit, those moves backfired in many industries, leading to
loss of talent, the report says. Changing regulations also made it
easier for dissatisfied workers to leave. Now, less than half of
large U.S. companies force employees to be in the office five days
a week.
AI has influenced all aspects of digital workplace technology
that affect employee experience, which remains a key priority for
enterprise IT, ISG says. Every provider of unified communications
and collaboration (UCC) technology has incorporated GenAI into its
products or services, and AI has become a key component of everyday
individual productivity and connection with co-workers. Among other
things, GenAI can make service desk agents more efficient and
reduce the cost of workplace support.
While U.S. companies are leading adopters of most technologies
and optimistic about GenAI, uncertainty about future regulations on
data privacy and other issues has slowed the broad adoption of
GenAI somewhat, ISG says.
A growing number of U.S. enterprises are seeking bundled
provider contracts that combine workplace services, such as device
management and field support, with large-scale digital or business
transformation, the report says. These contracts are growing in
both number and value, indicating that workplace services are no
longer horizontal IT offerings but increasingly focused on industry
verticals.
“As U.S. companies change how they work, the role of
decision-makers in this area is expanding,” said Jan Erik Aase,
partner and global leader, ISG Provider Lens Research. “Choices
around workplace technology and service providers are critical to
enterprise strategy.”
The report also explores other workplace trends affecting U.S.
companies, including the varied expectations of different
generations of workers and the growing importance of sustainable
digital workplace technologies.
For more insights into workplace challenges faced by U.S.
enterprises, including deciding which employees should work
remotely and how to outsource workplace management services, plus
ISG’s advice on how to resolve these issues, see the ISG Provider
Lens™ Focal Points briefing here.
The 2024 ISG Provider Lens™ Future of Work Services report for
the U.S. evaluates the capabilities of 52 providers across six
quadrants: Workplace Strategy and Enablement Services,
Collaboration and Next-gen Experience Services, Managed End-user
Technology Services — Large Accounts, Managed End-user Technology
Services — Local Specialists, Continuous Productivity Services
(including Next-gen Service Desk) and Smart and Sustainable
Workplace Services.
The report names HCLTech, Infosys, TCS, Unisys and Wipro as
Leaders in five quadrants each. It names DXC Technology, Kyndryl
and NTT DATA as Leaders in four quadrants each. Cognizant is named
as a Leader in three quadrants. Accenture, CompuCom, Stefanini and
Tech Mahindra are named as Leaders in two quadrants each. Bell
Techlogix, Deloitte, Hexaware, LTI Mindtree, Pomeroy and Zensar
Technologies are named as Leaders in one quadrant each.
In addition, Tech Mahindra is named as a Rising Star — a company
with a “promising portfolio” and “high future potential” by ISG’s
definition — in two quadrants. Cognizant, Hexaware, Kyndryl and
Lenovo are named as Rising Stars in one quadrant each.
In the area of customer experience, HCLTech is named the global
ISG CX Star Performer for 2024 among workplace providers. HCLTech
earned the highest customer satisfaction scores in ISG's Voice of
the Customer survey, part of the ISG Star of Excellence™ program,
the premier quality recognition for the technology and business
services industry.
Customized versions of the report are available from Bell
Techlogix, Lenovo, Stefanini and Unisys.
The 2024 ISG Provider Lens™ Future of Work Services report for
the U.S. is available to subscribers or for one-time purchase on
this webpage.
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only
service provider evaluation of its kind to combine empirical,
data-driven research and market analysis with the real-world
experience and observations of ISG's global advisory team.
Enterprises will find a wealth of detailed data and market analysis
to help guide their selection of appropriate sourcing partners,
while ISG advisors use the reports to validate their own market
knowledge and make recommendations to ISG's enterprise clients. The
research currently covers providers offering their services
globally, across Europe, as well as in the U.S., Canada, Mexico,
Brazil, the U.K., France, Benelux, Germany, Switzerland, the
Nordics, Australia and Singapore/Malaysia, with additional markets
to be added in the future. For more information about ISG Provider
Lens research, please visit this webpage.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading
global technology research and advisory firm. A trusted business
partner to more than 900 clients, including more than 75 of the
world’s top 100 enterprises, ISG is committed to helping
corporations, public sector organizations, and service and
technology providers achieve operational excellence and faster
growth. The firm specializes in digital transformation services,
including AI, cloud and data analytics; sourcing advisory; managed
governance and risk services; network carrier services; strategy
and operations design; change management; market intelligence and
technology research and analysis. Founded in 2006, and based in
Stamford, Conn., ISG employs more than 1,600 digital-ready
professionals operating in more than 20 countries—a global team
known for its innovative thinking, market influence, deep industry
and technology expertise, and world-class research and analytical
capabilities based on the industry’s most comprehensive marketplace
data. For more information, visit www.isg-one.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20241018638151/en/
Will Thoretz, ISG +1 203 517 3119 will.thoretz@isg-one.com
Julianna Sheridan, Matter Communications for ISG +1 978-518-4520
isg@matternow.com
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