Enhancing Employee Experience: GenAI’s Emerging Role

Companies in the U.S. are cautiously optimistic about the future of work, riding on the wings of generative AI (GenAI). A recent report by Information Services Group (ISG) reveals that businesses are navigating workplace management in the face of profound macroeconomic shifts and the rising tide of GenAI potential.

In 2023, workplaces in the U.S. witnessed stabilization post the upheaval caused by the COVID-19 pandemic. Despite this, the pandemic-induced changes continue to reverberate, with hybrid work setups becoming the norm. To stay competitive and ensure employee satisfaction, organizations are embracing new technologies and operational strategies.

The aftermath of stringent return-to-office policies, influenced by major technology firms in late 2023, led to unexpected consequences for many U.S. enterprises. Loss of talent and increased employee dissatisfaction were among the results. Consequently, fewer large companies now mandate a five-day office workweek.

GenAI has permeated every corner of digital workplace technology, impacting employee experience significantly. Unified communications and collaboration (UCC) providers have integrated GenAI into their offerings, enhancing individual productivity and fostering better connections among colleagues. Notably, GenAI has the potential to streamline service desk operations and reduce workplace support costs.

While U.S. companies are at the forefront of adopting new technologies, concerns loom over impending regulations on data privacy that might impede the widespread adoption of GenAI. Despite this hurdle, an increasing number of enterprises are gravitating towards bundled provider contracts that bundle workplace services with digital transformation initiatives.

The landscape of workplace technology decision-makers is evolving in the U.S., with strategic choices around technology and service providers playing a pivotal role in enterprise success. The report delves into various workplace trends impacting U.S. businesses, including the shifting expectations of multigenerational workforces and the rising emphasis on sustainable digital workplace solutions.

For in-depth insights into the challenges faced by U.S. enterprises in the realm of workplace management, be it navigating remote work structures or outsourcing management services, the ISG Provider Lens™ Focal Points briefing provides valuable guidance.

The ISG Provider Lens™ Future of Work Services report assesses the capabilities of 52 providers across six quadrants, spanning different aspects of workplace services. Among the top performers in various quadrants are HCLTech, Infosys, TCS, Unisys, Wipro, DXC Technology, Kyndryl, NTT DATA, and others.

Noteworthy mentions include HCLTech’s recognition as the global ISG CX Star Performer for 2024, snagging the top rank for customer satisfaction among workplace providers. Their stellar performance echoes through ISG’s Voice of the Customer survey, a hallmark of quality recognition in the tech and business services domain.

Customized versions of the report are available from various sources for those keen on a deeper dive into the evolving landscape of workplace dynamics in the U.S.