A new research report published by Information Services Group (ISG), a leading global technology research and advisory firm, reveals that enterprises are increasingly adopting AI-enhanced tools to enhance productivity and improve the employee experience in hybrid work environments. The 2024 ISG Provider Lens global Future of Work Solutions report highlights the challenges companies face with return-to-office initiatives and the shift toward hybrid work models, emphasizing the importance of digital employee experience (DEX) platforms.
1. The Shift to Hybrid Work:
- Companies are navigating new work structures post-COVID-19, moving from traditional IT monitoring to DEX platforms.
- The goal is to provide employees with an uninterrupted technology experience, crucial for successful hybrid work strategies.
2. End-User Technology and AI Integration:
- Dee Anthony, ISG’s Americas lead for Future of Work, emphasizes that end-user technology is essential for enhancing employee capabilities and ensuring seamless access to applications.
- AI features are making DEX platforms more effective, enabling automated resolutions for IT issues and improving service costs.
3. Automated IT Operations with AI:
- Enterprises are integrating AI tools into their DEX solutions for automated operations, including AIOps capabilities for detecting anomalies and predicting issues.
- The report highlights the potential for achieving zero or near-zero service desks, allowing machines to independently identify and resolve IT problems.
4. Collaboration and Project Management Tools:
- AI-driven connected and collaborative work solutions are crucial for managing dispersed workforces.
- Companies are implementing management platforms for task planning and execution, alongside unified communication and collaboration (UCC) tools to visualize projects and provide centralized access to resources.
5. Enhancing Productivity with AI:
- AI introduces new features that improve collaboration management and boost individual and team productivity.
- Managers can analyze project states, optimize resource allocation, and automate workflows, leading to more efficient project execution.
6. Adapting Work Plans for Success:
- According to Jan Erik Aase, partner and global leader at ISG, successful collaborative companies demand clear and adaptable work plans for every project.
- AI is expanding the toolkit available for creating and utilizing these plans, enhancing overall project management.
7. Addressing Privacy and Compliance Concerns:
- The report also addresses global trends in workplace solutions, focusing on enterprises’ expectations from providers and increasing concerns over privacy and compliance in hybrid work settings.
As enterprises adapt to the evolving landscape of hybrid work, the integration of AI-enhanced tools into DEX platforms is proving essential for driving productivity and improving the employee experience. The ISG report underscores the importance of embracing these technologies to navigate challenges and optimize workflows in today’s dynamic work environments.
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