U.S. Enterprises Redefine Workplace Services with GenAI
Companies embrace AI, hybrid work models, experience management to make workplaces more productive, innovative, ISG Provider Lens® report says
The 2025 ISG Provider Lens® Future of Work — Services report for the
“New technologies are giving workplace services a bigger role in defining how companies succeed, especially in the U.S.,” said
GenAI is now a foundational component of workplace services, ISG says. More than 75 percent of large enterprises use GenAI in at least one business function, with workplace services among the most active domains. Organizations in the
Following the rapid growth of remote work during the pandemic, and the subsequent return-to-office mandates at some companies, hybrid work practices have matured into structured models, the report says. Enterprises are using AI-enabled workplace design to turn offices into collaboration hubs and ensure parity between remote and in-office experiences. This focus on working environments is improving retention, productivity and inclusivity across distributed workforces.
Experience management has become a strategic priority for enterprises, which increasingly are shifting from service-level to experience-level agreements in their provider engagements, ISG says. Companies are using telemetry, sentiment analytics and AI-enabled platforms to deliver personalized support across IT, HR and facilities. By embedding experience management into workplace services, organizations are linking employee satisfaction to measurable business outcomes such as productivity and compliance.
“Enterprises are aligning digital workplace strategies with business value,” said
The report also explores other
For more insights into the workplace-related challenges faced by enterprises in the
The 2025 ISG Provider Lens® Future of Work — Services report for the
The report names Accenture, Cognizant,
In addition, Capgemini is named as a Rising Star — a company with a ‘promising portfolio’ and ‘high future potential’ by ISG’s definition — in five quadrants. Unisys is named as a Rising Star in two quadrants, and Movate,
In the area of customer experience,
A customized version of the report is available from Hexaware.
The 2025 ISG Provider Lens® Future of Work — Services report for the
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
About ISG
ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.
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