ISG Provider Lens™ report sees providers and
clients sharpening their focus on seamless employee experiences for
productivity, worker retention and lower office occupancy
After working with service providers to quickly enable remote
work for most of their employees during the COVID-19 pandemic, U.S.
enterprises are increasingly focused on workplace transformations
to support permanent hybrid work modes, according to a new report
published today by Information Services Group (ISG) (Nasdaq: III),
a leading global technology research and advisory firm.
The 2021 ISG Provider Lens™ Future of Work – Services and
Solutions report for the U.S. finds the trend toward hybrid work,
with some employees coming to the office while others work at home,
is gaining traction after workplace technologies helped companies
remain connected and productive during COVID lockdowns. Enterprises
are interested in similar technologies to provide a seamless
experience for employees wherever they work, which is now a major
factor in attracting and retaining qualified workers.
“U.S. companies increasingly are working with their service
providers to enable hybrid work,” said Dee Anthony, leader, ISG
Future Workplace Solutions in the U.S. “Enterprises and providers
are building deeper partnerships to frame workplace transformation
strategies and manage increasingly diverse technology
ecosystems.”
In the U.S., as in other regions, the pandemic has brought
workplace and work-related technologies to the forefront as vital
business enablers, ISG says. Service providers around the globe are
moving beyond the traditional practice of implementing end-user
computing elements to become cross-industry experts offering
strategy, consulting and transformation services.
While firms in the U.S. are not expecting all employees to
continue working from home, they are planning for lower office
occupancy, according to ISG. Investments in virtual collaboration
tools are a top priority for 72 percent of U.S. companies, the
report says, citing third-party research. ISG finds that between 20
percent and 50 percent of managed service providers’ U.S. clients
have stepped up their engagement with workplace transformation
consulting.
U.S. companies are also seeking a broader range of managed
services from their providers, looking beyond service desk
operations toward device provisioning, lifecycle management and
greater use of artificial intelligence (AI) and automation for
predictive support, the report says. In addition, 35 percent of
U.S. clients are migrating or have already migrated to a
device-as-a-service model based on public clouds.
The scope of managed employee experience services is also
expanding, ISG says. In addition to automated ticket resolution and
predictive analytics, which are now standard offerings, providers
are now demonstrating correlations between high-quality digital
employee experiences and improved business performance. This market
also has the potential for significant growth, as only 15 percent
to 30 percent of providers’ U.S. clients have signed managed
service contracts with service agreements based on specific digital
experiences of end users, the report says.
The 2021 ISG Provider Lens™ Future of Work – Services and
Solutions report for the U.S. evaluates the capabilities of 33
providers across four quadrants: Workplace Strategy Transformation
Services, Managed Digital Workplace Services – Large Accounts,
Managed Digital Workplace Services – Midmarket and Managed Employee
Experience Services.
The report names HCL, TCS, Unisys and Wipro as Leaders in three
quadrants each. Accenture, Atos, DXC Technology, Hexaware, Infosys
and NTT DATA are named as Leaders in two quadrants each. Capgemini,
Cognizant, Compucom, IBM, LTI and Zensar are named as Leaders in
one quadrant each.
In addition, Bell Techlogix and Tech Mahindra are named as
Rising Stars—companies with a “promising portfolio” and “high
future potential” by ISG’s definition—in one quadrant each.
Customized versions of the report are available from Hexaware,
LTI and Unisys.
The 2021 ISG Provider Lens™ Future of Work – Services and
Solutions 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., Germany,
Switzerland, the U.K., France, the Nordics, Brazil and
Australia/New Zealand, with additional markets to be added in the
future. For more information about ISG Provider Lens research,
please visit this webpage.
A companion research series, the ISG Provider Lens Archetype
reports, 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 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 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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version on businesswire.com: https://www.businesswire.com/news/home/20211101005704/en/
Press Contacts: Will Thoretz, ISG +1 203 517 3119
will.thoretz@isg-one.com Erik Arvidson, Matter Communications for
ISG +1 617 874 5214 isg@matternow.com
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