Companies embrace AI, hybrid work models, experience management to make workplaces more productive, innovative, ISG Provider Lens^® report says

Enterprises in the U.S. are embedding generative AI (GenAI), hybrid work models and experience frameworks into workplace services, which are becoming strategic enablers of enterprise transformation, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm.

The 2025 ISG Provider Lens^® Future of Work — Services report for the U.S. finds organizations have gone from experimentation to integration of workplace AI capabilities, including copilots, agentic automation and immersive collaboration. These changes reflect a shift from reactive IT management to outcome-driven workplace services that support enterprise agility and innovation.

“New technologies are giving workplace services a bigger role in defining how companies succeed, especially in the U.S.,” said Bill Huber, ISG partner, Digital Platforms and Solutions. “The rise of AI and the growing emphasis on employee experience are fundamentally shaping the future of work.”

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 U.S. are deploying AI copilots, automation and predictive analytics to streamline workflows, enhance collaboration and improve decision-making with contextual insights at scale. This integration reflects a shift in the goals of AI deployment, from cost savings to intelligent augmentation, that is redefining how workplace services support employees.

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 Bruce Guptill, lead author of the report. “As they integrate GenAI, many are turning to service providers that offer strategic advice, ethical AI frameworks and industry-specific copilots.”

The report also explores other U.S. workplace services trends, including sustainability initiatives that integrate energy and emissions tracking into workplace operations and the rise of outcome-based outsourcing models that transform service delivery beyond traditional IT support.

For more insights into the workplace-related challenges faced by enterprises in the U.S., plus ISG’s advice for overcoming them, see the ISG Provider Lens® Focal Points briefing here.

The 2025 ISG Provider Lens® Future of Work — Services report for the U.S. evaluates 51 providers across seven quadrants: Workplace Strategy and Enablement Services, Collaboration and Next-gen Experience Services, Managed End-user Technology Services — Large Accounts, Managed End-user Technology Services — Midmarket, Continuous Productivity Services (including Next-gen Service Desk), Smart and Sustainable Workplace Services and AI-augmented Workforce Services.

The report names Accenture, Cognizant, DXC Technology, Infosys, Kyndryl, TCS and Wipro as Leaders in six quadrants each. It names HCLTech and NTT DATA as Leaders in five quadrants each. It names Unisys as a Leader in three quadrants and Stefanini as a Leader in two. Bell Techlogix, Capgemini, CompuCom, Deloitte, Hexaware, Lenovo, LTIMindtree, Pomeroy, Tech Mahindra and Zensar Technologies are named as Leaders in one quadrant each.

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, Red River and Tech Mahindra are named as Rising Stars in one quadrant each.

In the area of customer experience, Microland is named the global ISG CX Star Performer for 2025 among Future of Work (Workplace) - Services providers. Microland 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.

A customized version of the report is available from Hexaware.

The 2025 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 (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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New technologies are giving workplace services a bigger role in defining how companies succeed, especially in the U.S. The rise of AI and the growing emphasis on employee experience are fundamentally shaping the future of work.