Digital workplace platforms are evolving beyond traditional IT monitoring as enterprises increasingly adopt artificial intelligence (AI) to proactively improve employee productivity, workplace resilience, and operational performance. A new 2026 ISG Provider Lens® Future of Work – Solutions report finds that organizations are transforming digital employee experience (DEX) into a strategic business capability by integrating AI-driven analytics, automation, and intelligent endpoint management across hybrid work environments.
Artificial intelligence is redefining how organizations manage the digital workplace, with enterprises moving from reactive IT support toward proactive workforce experience management, according to new research released by Information Services Group (ISG).
The firm’s 2026 ISG Provider Lens® Future of Work – Solutions report highlights a significant shift in enterprise workplace strategies as hybrid and distributed work become permanent operating models. Rather than simply monitoring employee devices and applications, organizations are increasingly deploying AI-powered Digital Employee Experience (DEX) platforms that can anticipate technology issues, automate remediation, and improve workforce productivity.
The report suggests that digital employee experience has become a strategic HR and business priority because employees now rely almost entirely on digital systems to perform daily work. As organizations manage increasingly complex technology ecosystems—including cloud collaboration platforms, diverse endpoint devices, and remote work environments—they are seeking workplace management platforms capable of delivering measurable operational improvements rather than basic IT visibility.
Modern DEX platforms combine experience monitoring with AI-enabled End-User Computing (EUC) management, allowing organizations to continuously collect telemetry, analyze workforce experience data, and detect patterns that may indicate future disruptions.
Instead of waiting for employees to report technical issues, these platforms use AI-driven diagnostics to identify potential performance problems before they affect business operations. Automated remediation workflows and self-healing capabilities further reduce repetitive service desk tasks while improving service availability and employee satisfaction.
The findings reflect broader enterprise priorities. Rising operational costs, persistent IT skills shortages, and growing digital complexity are encouraging organizations to automate routine workplace support functions. AI-assisted diagnostics, guided remediation, and low-code automation tools increasingly enable frontline IT support teams to resolve common issues independently, allowing experienced specialists to focus on higher-value transformation initiatives.
For HR leaders, this evolution extends beyond technology management. Digital employee experience data is becoming an important source of workforce intelligence, helping organizations understand how workplace technology affects productivity, employee engagement, collaboration, and retention.
Enterprise HR teams are increasingly working alongside CIOs and IT departments to improve employee experience through digital workplace optimization. Rather than measuring workplace satisfaction solely through surveys, organizations can now evaluate digital interactions continuously using real-time analytics that identify technology friction affecting workforce performance.
The report also indicates that enterprises continue emphasizing AI governance alongside automation. Organizations adopting intelligent workplace platforms are prioritizing transparency, approval workflows, and validation mechanisms to ensure AI-assisted decisions remain accountable and explainable.
The transition from reactive monitoring to proactive management aligns with broader developments across enterprise HR technology. Human Capital Management (HCM) providers such as Workday, SAP SuccessFactors, Oracle Fusion Cloud HCM, Microsoft, and ServiceNow increasingly integrate AI capabilities that support employee experience, workforce analytics, skills development, and intelligent workflow automation.
ISG’s evaluation of the digital workplace market assessed 24 technology providers across two categories: Digital Employee Experience Solutions and AI-enabled End-user Computing Solutions.
Among the companies recognized as Leaders in both categories are ControlUp, Lakeside Software, ManageEngine, Microsoft, Nexthink, Riverbed, ServiceNow, Tanium, and TeamViewer. Dynatrace and Ivanti achieved Leader status in one category each, while Nanoheal was identified as a Rising Star for its emerging capabilities.
The report also recognized Infosys as the 2026 ISG CX Star Performer for Future of Work workplace solutions based on customer satisfaction results collected through ISG’s Voice of the Customer program.
Industry analysts increasingly view digital employee experience as a strategic business capability rather than solely an IT operations function. According to Gartner, organizations continue expanding investments in employee experience technologies as AI becomes embedded across workplace applications. Meanwhile, IDC forecasts sustained enterprise spending on AI-powered workplace automation as businesses seek greater operational efficiency and workforce productivity.
For CHROs, CIOs, and digital workplace leaders, the findings reinforce the growing convergence of HR technology and IT operations. AI-powered workplace platforms are no longer limited to resolving technical incidents—they increasingly provide actionable insights that support workforce planning, employee engagement, technology investment decisions, and organizational resilience.
As enterprises continue modernizing hybrid work environments, digital employee experience is expected to become a key performance indicator for workforce effectiveness. Organizations capable of combining AI-driven workplace intelligence with proactive service management may gain advantages in employee productivity, operational consistency, and long-term digital transformation.
Market Landscape
The digital workplace market is rapidly shifting from endpoint monitoring toward AI-powered workforce experience management. Organizations increasingly expect workplace platforms to prevent disruptions, automate issue resolution, and provide actionable workforce intelligence rather than simply collecting operational data.
Enterprise ecosystems built around Microsoft, Workday, SAP SuccessFactors, Oracle Fusion Cloud HCM, ServiceNow, and complementary DEX providers are driving this convergence between HR technology, IT operations, and employee experience. As AI matures, digital workplace platforms are expected to become foundational infrastructure supporting workforce productivity, hybrid work, and organizational resilience.
Top Insights
- ISG’s 2026 research shows enterprises are adopting AI-powered digital workplace platforms that proactively prevent disruptions instead of simply monitoring employee technology.
- AI-enabled Digital Employee Experience platforms combine telemetry, automation, analytics, and self-healing capabilities to improve productivity, operational resilience, and employee satisfaction.
- Workforce experience data is becoming a strategic asset for HR and IT leaders, informing workforce planning, employee engagement, and technology investment decisions.
- Enterprises continue emphasizing AI governance through transparent automation, approval workflows, and explainable AI to ensure accountable workplace decision-making.
- Leading workplace technology providers are integrating AI across endpoint management, employee experience, and enterprise service management to support the future of hybrid work.
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