Brazilian enterprises are making workplace technology a strategic investment as they balance economic pressure, talent requirements and increasingly distributed operations, according to a new Information Services Group (ISG) report. The 2026 ISG Provider Lens Future of Work Services study finds companies moving toward AI-enabled workplace support, hyperautomation, digital employee experience and consumption-based infrastructure while demanding clearer links between technology spending and business outcomes.
The future of work in Brazil is increasingly being shaped by a question that goes beyond where employees work: how intelligently can the workplace itself operate?
That is the central theme of a new 2026 ISG Provider Lens Future of Work Services report for Brazil, which finds enterprises combining automation, artificial intelligence, employee-experience technology and flexible infrastructure as they respond to economic pressure and increasingly complex operating environments.
According to ISG, Brazil’s digital workforce is projected to reach 32.5 million professionals in 2026, equivalent to 31% of employed people. That expanding digital workforce is making workplace technology a more consequential business investment, while enterprises are becoming more selective about whether those investments produce measurable improvements in productivity, employee experience or operating costs.
The change is significant for HR technology because workplace transformation is no longer being treated as an IT-only decision.
ISG says HR and finance teams are increasingly involved alongside IT because workplace technology affects talent retention, employee productivity and real-estate costs. That broadens the definition of digital workplace technology from endpoint management and collaboration tools to an operating layer connecting people, systems and physical environments.
The shift also mirrors a broader transformation in enterprise AI.
ISG’s research has consistently found Brazilian organizations moving toward AI-enabled workflows and integrated technology environments. A separate 2026 ISG report on ServiceNow in Brazil found organizations using the platform as an AI-enabled enterprise hub to connect data, workflows and automation. Another ISG study found Brazilian companies pursuing AI and automation investments with greater emphasis on measurable returns and governance.
In the workplace, that emphasis is translating into hyperautomation, agentic AI and self-healing technology.
Self-healing workplace systems can identify technical problems and resolve some issues automatically before employees experience significant disruption. ISG says autonomous systems can reduce human interaction in complex incidents by more than 50%, although that figure is a finding reported by ISG rather than an independently established industry benchmark.
The underlying idea is straightforward: workplace support should increasingly prevent problems instead of waiting for employees to report them.
That represents a meaningful change for IT service desks and employee experience teams. Traditional support models tend to measure performance through metrics such as ticket volume, resolution times and service-level agreements. AI-enabled workplace operations introduce another possibility—measuring whether employees experienced the problem at all.
ISG describes this evolution as a move toward experience-level agreements, where providers are expected to demonstrate improvements in the actual digital employee experience rather than simply meeting technical response commitments.
The distinction matters as employees interact with a growing number of applications, devices, cloud services and AI assistants.
ISG’s global 2026 Future of Work research similarly identifies digital employee experience as a strategic business capability, with enterprises using AI-enabled workplace platforms to improve productivity, resilience and operational efficiency across hybrid environments.
For HR leaders, the growing importance of digital employee experience creates both an opportunity and a measurement challenge.
A faster help-desk response is useful, but it does not necessarily translate into higher productivity or better retention. Organizations increasingly need to connect workplace technology metrics with workforce outcomes—such as time lost to technology problems, employee satisfaction, adoption of digital tools and the ability to support distributed teams.
AI also complicates that equation.
Generative and agentic AI can automate employee support, summarize information, route requests and perform tasks across enterprise systems. But organizations need governance around identity, security, data access and human oversight. Brazil’s regulatory environment and the geographic scale of the country add further complexity.
ISG says zero-trust security is becoming widespread in Brazilian workplaces, while distributed and technology-intensive industries such as agribusiness require reliable connectivity and support across large geographic areas.
That makes infrastructure flexibility another part of the future-of-work equation.
Rather than committing entirely to fixed workplace infrastructure, Brazilian enterprises are increasingly favoring consumption-based and as-a-service models, according to ISG. Such models allow organizations to scale technology according to demand while making costs more predictable.
The approach is consistent with another recent ISG finding: Brazilian companies are redesigning hybrid cloud strategies to balance AI scalability, operational resilience and regulatory requirements, including keeping sensitive data and AI processing within Brazil when necessary.
The workplace therefore sits at the intersection of several technology decisions: cloud infrastructure, cybersecurity, AI, collaboration, employee experience and workforce management.
That convergence is changing the role of service providers as well.
ISG evaluated 32 providers across four workplace-services categories: Workplace Strategy and Enablement Services; Digital Workplace Operations and Support Services; AI-augmented Collaboration and Experience Services; and Smart and Sustainable Workplace Services.
DXC Technology, Stefanini and Unisys were named Leaders across all four quadrants. Accenture, Atos, Kyndryl and TIVIT were Leaders in three, while Capgemini, Getronics, NTT DATA, TCS and Wipro were Leaders in two. Deloitte and Infosys were named Leaders in one quadrant each.
The rankings provide a useful snapshot of the competitive market, but the more important trend is how the evaluation criteria are changing.
Workplace technology providers are increasingly expected to deliver AI capabilities, security and automation while demonstrating measurable improvements in employee experience. The technology itself is becoming less interesting than the operating model built around it.
That is particularly relevant for HR departments.
As AI automates routine workplace support and administrative tasks, HR teams will increasingly need to understand how employees interact with technology, which skills are required to work alongside AI and whether digital environments are helping or hindering performance.
The World Economic Forum has similarly argued that organizations need to rethink workforce strategies as AI changes the relationship between technology, skills and human work. Its 2026 analysis warns that traditional reskilling models may struggle to keep pace with AI-driven disruption.
For Brazilian enterprises, the ISG findings suggest the next phase of workplace transformation will be less about deploying another collaboration application and more about orchestrating the entire digital employee environment.
That means connecting infrastructure, AI-enabled support, cybersecurity, employee experience and workforce strategy into a system that can adapt to changing demand.
The result could be a workplace where technology increasingly handles routine operational friction in the background, while HR and business leaders focus more closely on the employee outcomes that technology is supposed to improve.
Market Landscape
Brazil’s workplace technology market is moving toward AI-enabled operations, integrated workflows and consumption-based infrastructure. ISG’s broader 2026 research shows Brazilian enterprises also adopting AI-enabled ServiceNow workflows and reshaping hybrid-cloud architectures around AI scalability, operational control and data requirements.
Globally, workplace platforms are following a similar direction. ISG says digital employee experience is becoming a strategic business capability, with AI increasingly embedded into workplace operations rather than deployed as a standalone automation layer.
The competitive field includes global technology providers such as Microsoft, ServiceNow, Google, Salesforce, Amazon Web Services and major systems integrators. The differentiator is increasingly the ability to combine AI, security, automation and measurable employee outcomes.
Top Insights
- Brazilian enterprises are shifting workplace technology from an IT support function toward a strategic platform connecting productivity, employee experience, infrastructure and talent.
- Hyperautomation and self-healing systems are moving workplace support from reactive ticket resolution toward predictive and increasingly autonomous operations.
- HR and finance are becoming more involved in workplace technology decisions because digital environments affect retention, productivity and real-estate costs.
- Consumption-based infrastructure gives enterprises greater flexibility to scale workplace technology while maintaining more predictable costs amid economic uncertainty.
- AI-enabled workplace transformation increases the importance of security, zero-trust architectures, governance and measurable employee-experience outcomes.
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