Information Services Group (ISG), a global AI-centered technology research and advisory firm, has released its 2025 ISG Provider Lens® Future of Work — Services report for the U.S., detailing how enterprises are integrating generative AI (GenAI), hybrid work models, and experience frameworks into workplace services. These advancements are transforming workplace services into strategic enablers of enterprise agility and innovation, moving beyond traditional IT management to outcome-driven solutions.
The ISG report underscores that over 75 percent of large U.S. enterprises now incorporate GenAI into workplace services, making it a cornerstone of digital transformation. AI copilots, agentic automation, and predictive analytics are streamlining workflows, enhancing collaboration, and providing contextual insights for decision-making. This shift from cost-focused AI to intelligent augmentation is redefining workplace services, aligning with enterprise goals in AI workplace solutions and IT transformation. As noted in the finance card above, ISG (Nasdaq: III) has a current stock price of $5.58, reflecting market confidence in its AI-driven research capabilities.
Following the pandemic-driven surge in remote work, U.S. enterprises are refining hybrid work models with AI-enabled workplace designs. These designs transform offices into collaboration hubs, ensuring parity between remote and in-office experiences. This approach boosts retention, productivity, and inclusivity in distributed workforces, addressing key challenges in hybrid workplace strategies and enterprise collaboration tools. The focus on structured hybrid models supports organizations in maintaining agility across diverse industries.
Enterprises are prioritizing experience management, moving from service-level to experience-level agreements with providers. By leveraging telemetry, sentiment analytics, and AI-enabled platforms, companies deliver personalized support across IT, HR, and facilities. This integration links employee satisfaction to measurable outcomes like productivity and compliance, reinforcing the role of digital workplace services in driving business value. The emphasis on employee experience frameworks highlights their strategic importance in modern enterprises.
The report identifies sustainability as a growing focus, with enterprises embedding energy and emissions tracking into workplace operations. Outcome-based outsourcing models are also gaining traction, moving beyond traditional IT support to deliver broader business impacts. These trends reflect the evolving landscape of workplace services, where sustainability in IT and outcome-driven outsourcing are key differentiators in enterprise technology adoption.
“New technologies are giving workplace services a bigger role in defining how companies succeed, especially in the U.S.,” said Bill Huber, ISG partner, Digital Platforms and Solutions. “The rise of AI and the growing emphasis on employee experience are fundamentally shaping the future of work.”
“Enterprises are aligning digital workplace strategies with business value,” said Bruce Guptill, lead author of the report. “As they integrate GenAI, many are turning to service providers that offer strategic advice, ethical AI frameworks and industry-specific copilots.”
The 2025 ISG Provider Lens® report evaluates 51 providers across seven quadrants, naming leaders like Accenture, Cognizant, and DXC Technology in six quadrants each, and recognizing Microland as the global ISG CX Star Performer for 2025 due to high customer satisfaction scores. These insights guide enterprises in selecting partners for workplace transformation and AI-driven services.
ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.
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