STAMFORD, Conn., Dec. 11, 2019 /PRNewswire/ -- Enterprises in
the U.S. are embracing digital workplace services that enhance
employees' work experiences, rather than ones that integrate easily
with the existing company environment, according to a new report
published today by Information Services Group (ISG) (Nasdaq: III),
a leading global technology research and advisory firm.
The 2019-2020 ISG Provider Lens™ Digital Workplace of the
Future Report for the U.S. focuses on technology and services that
enable employees to access their work profiles, data and
applications anytime and from anyplace. U.S. enterprises are
increasingly drawn to technologies and tools that result in high
employee engagement, the report says.
"The digital workplace is driven by employees' preference to use
technology of their own choice and by the increased relevance of
emerging technologies and the diverse possibilities they
bring," said Jan Erik Aase,
director and global leader, ISG Provider Lens Research.
"Enterprises are focusing on end-user experience enablement and its
measurement."
To measure user engagement, U.S. enterprises are starting to
consider replacing the traditional service-level agreements
(SLAs) they have with providers in the digital workplace market
with end-user experience level agreements (XLAs), based on
measurable end-user experience enhancements, the report says.
XLA-based contracts have not yet achieved wide adoption,
however, because both enterprise customers and digital workplace
service providers are still figuring out ways to structure the
deals, the report says. Customers and providers are looking at ways
to generate end-user experience data by continuously monitoring
system, network, device and application performance.
As a way to address employee engagement, enterprise IT
organizations are also increasingly focusing on segmenting end-user
personas based on demographics, including employee likes and
dislikes, the report says. Many enterprise IT organizations are
also investing or considering investments in employee self-help and
self-service tools like vending machines, chatbots and kiosks.
The report also sees broad interest in smart workplaces and
meeting rooms as well as intelligent campuses. Service providers
are investing in these capabilities by partnering with Internet of
Things vendors.
Progressive IT organizations at U.S. enterprises are also
focused on using artificial intelligence and augmented and virtual
reality to enhance and improve end-user productivity, the report
adds. Some enterprises are using intelligent automation and
cognitive intelligence to improve end-user experience by having a
bot or virtual agent act as personal digital assistants or digital
twins of employees.
The 2019-2020 ISG Provider Lens Digital Workplace of
the Future Report for the U.S. evaluates the capabilities of 29
providers across four quadrants: Digital Workplace Consulting
Services, Managed Services – Workplace Support, Managed
Services – Mobility Support, and Managed Services –
Mobility Support for the Midmarket.
The report names HCL as a leader in all four quadrants, while
DXC Technology, IBM, TCS, Unisys and Wipro are named as leaders in
three. Accenture, Atos, Cognizant and NTT DATA are leaders in two
quadrants, and Capgemini, CSS Corp., Stefanini and Zensar are
leaders in one.
Customized versions of the report are available from Atos, CSS
Corp. and Unisys.
The 2019-2020 ISG Provider Lens Digital Workplace of
the Future Report for the U.S. is available to ISG Insights™
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 and
Latin America, as well as in the
U.S., Germany, the U.K., the Nordics and Brazil, with additional markets to be added in
the future. For more information about ISG Provider Lens research,
please visit this webpage.
The series is a complement to the ISG Provider Lens Archetype
reports, which offer a first-of-its-kind evaluation of providers
from the perspective of specific buyer types.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading
global technology research and advisory firm. A trusted business
partner to more than 700 clients, including more than 70 of the top
100 enterprises in the world, 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 automation, 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 1,300 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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SOURCE Information Services Group, Inc.