U.S. enterprises are moving beyond experimentation with generative AI (GenAI), hybrid work models, and experience frameworks, embedding these capabilities into workplace services that drive enterprise transformation, according to a new 2025 ISG Provider Lens® Future of Work — Services report.
The research, published by Information Services Group (ISG), highlights a shift from reactive IT management to outcome-driven workplace services that enhance agility, productivity, and innovation. AI copilots, agentic automation, and immersive collaboration tools are now becoming standard tools in corporate environments, supporting employees across IT, HR, and facilities.
“The rise of AI and the growing emphasis on employee experience are fundamentally shaping the future of work,” said Bill Huber, ISG partner, Digital Platforms and Solutions.
Generative AI Moves From Experimentation to Integration
More than 75% of large U.S. enterprises now deploy GenAI in at least one business function, with workplace services among the most active areas. From copilots to predictive analytics, AI is being used to streamline workflows, enhance collaboration, and improve decision-making at scale.
Importantly, the focus has shifted from cost savings to intelligent augmentation, making AI a strategic enabler rather than just a tool for operational efficiency.
Hybrid Work Models Mature
Post-pandemic hybrid work is no longer ad hoc. Organizations are designing AI-enabled offices that serve as collaboration hubs, while ensuring parity between remote and in-office experiences. This structured approach is driving higher retention, productivity, and inclusivity across distributed teams.
Experience Management Becomes Strategic
Experience management is now a core priority. Enterprises are moving from service-level to experience-level agreements, using telemetry, sentiment analytics, and AI platforms to deliver personalized support and measurable business outcomes.
“Enterprises are aligning digital workplace strategies with business value,” said Bruce Guptill, lead author of the report. “They’re increasingly partnering with providers offering strategic guidance, ethical AI frameworks, and industry-specific copilots.”
Trends Beyond AI and Hybrid Work
The report also identifies:
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Sustainability initiatives integrating energy and emissions tracking into workplace operations
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Outcome-based outsourcing models that go beyond traditional IT support
Market Leaders and Rising Stars
ISG evaluated 51 providers across seven quadrants, including Workplace Strategy, Collaboration, Managed End-user Technology, Continuous Productivity, Smart & Sustainable Workplace, and AI-augmented Workforce Services. Key highlights:
Leaders in multiple quadrants:
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Accenture, Cognizant, DXC Technology, Infosys, Kyndryl, TCS, Wipro – six quadrants each
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HCLTech, NTT DATA – five quadrants each
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Unisys, Stefanini – three and two quadrants, respectively
Rising Stars:
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Capgemini – five quadrants
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Unisys – two quadrants
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Movate, Red River, Tech Mahindra – one quadrant each
Customer experience standout:
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Microland named global ISG CX Star Performer for 2025, earning the highest customer satisfaction scores in ISG’s Voice of the Customer survey
The Bottom Line
The ISG report underscores that workplace services are no longer back-office utilities; they are strategic levers for enterprise transformation. AI, hybrid work, and employee experience now define the competitive edge, and organizations that integrate these elements thoughtfully are poised to drive innovation, productivity, and workforce satisfaction at scale.
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Business Wire, a Berkshire Hathaway company, is the global leader in press release distribution and regulatory disclosure. Public relations, investor relations, public policy and marketing professionals rely on Business Wire for secure and accurate distribution of market-moving news and multimedia. Founded in 1961, Business Wire is a trusted source for news organizations, journalists, investment professionals and regulatory authorities, delivering news directly into editorial systems and leading online news sources via its multi-patented NX network. Business Wire’s global newsrooms are available to meet the needs of communications professionals and news media worldwide.
