Organizations in the U.K. are accelerating efforts to adopt generative AI (GenAI) within the next 12 to 18 months. According to the 2024 ISG Provider Lens Future of Work – Services report, this move is part of a broader workplace transformation initiative. Both enterprises and public sector organizations are looking to technology providers for help with GenAI integration, use case identification, pilot projects, and the development of governance frameworks.
1. Impact of COVID-19 and Hybrid Work
- The COVID-19 pandemic has spurred a significant shift toward hybrid work models.
- More than half of new U.K. job listings now allow employees to work remotely for part of the week.
- Workers are increasingly seeking flexibility, and companies are adjusting to meet these demands.
2. Workplace Transformation Drivers
- Ongoing global economic challenges and labor unrest in Europe.
- Talent shortages are pressing companies to invest in workplace technologies.
- Strikes for better pay and working conditions highlight the urgency for new tech solutions.
3. Technology’s Role in Future Work
- U.K. organizations are turning to service providers for support in workplace transformation.
- Technologies like experience management (XM) and generative AI are seen as key drivers.
- The focus is on improving productivity, sustainability, and employee experience.
4. Experience Management (XM)
- XM services oversee interconnected systems to evaluate and manage workplace transformations.
- XM helps identify friction points in digital transformations, ensuring smoother technology adoption.
- A focus on XM ensures a happier, more productive workforce.
5. Collaboration and Communication Tools
- UCC platforms like Microsoft Teams are crucial for improved collaboration and workflow.
- AR, VR, and XR technologies further enhance information sharing.
- Enterprises face challenges integrating pre-pandemic systems with post-pandemic technologies.
6. Experience-Level Agreements (XLAs)
- XLAs are emerging as a replacement for traditional Service-Level Agreements (SLAs).
- These agreements focus on customer and employee experience outcomes rather than just service metrics.
U.K. organizations are embracing generative AI and other transformative technologies to stay competitive in the evolving workplace landscape. With support from technology providers, companies are poised to improve their sustainability, productivity, and employee experiences. Leading tech service providers like Accenture, Capgemini, and Infosys are at the forefront, driving this transition.