Digital Workplace Services

AI-powered assistants can address issues such as communication and collaboration gaps, information misinterpretation, inefficient time management, and constant distractions. These user-centric tools can help prioritize workload, personalize interactions, handle repetitive tasks, and learn from customer interactions, thus boosting employees’ productivity.

Generative AI tools can help enterprises organize and mine their existing content for insights, making it easier for employees to interrogate both the content and its metadata so that they can explore the organization’s knowledge graph more effectively. We expect this trend to continue, and for it to foster a culture of continuous learning.

Sustainable hardware is central to organizational strategies. Pure device as a service (DaaS), which includes comprehensive device life cycle management, has become standard practice. Organizations are now embracing ecofriendly practices throughout the hardware life cycle, from procurement to disposal. This approach is crucial for enterprises aiming to lower emissions and achieve net-zero targets.

AI can analyze user requirements and optimize device settings and resources through intelligent provisioning, where user behavior analytics and personalization tailor device experiences based on individual preferences and usage patterns. AI also detects threats, anomalies, and policy violations, initiating appropriate response actions.

Companies are going digital faster than ever, with Microsoft and Google being prominent players in this transformation. However, the rise of borderless workplaces has heightened concerns about data security and privacy, emphasizing the need for robust security measures. Central to data security is data classification, categorizing data by sensitivity. Enterprises use protection services across platforms like email, cloud apps, and devices. Integrated solutions manage the entire data life cycle, from classification to secure disposal.

Enterprises increasingly transition from traditional virtual private networks (VPNs) to ZTNA for its flexibility and enhanced security. However, this shift toward a more mobile and cloud-centric workforce amplifies complexity, putting enterprises and stakeholders at risk. Enterprises have isolated processes for networking- and security-related functions, creating inefficiencies and preventing an end-to-end view.

Employee experience transformation focuses on six key pillars: human centricity (adopting a human-led approach), unification (implementing a central platform to drive engagement), inclusivity (removing traditional accessibility barriers), hyperpersonalization (driving engagement with contextualized experiences), transparency (involving employees in the journey), and measurability (uniting employees through shared successes).

Enterprises are looking to create AI-first experiences that place the employee at the center, responding to their questions and helping them with their tasks. Intelligent knowledge networks turn structured and unstructured data into findable and actionable knowledge to support the user according to their needs. As workplaces advance toward H3, tools will evolve from collaboration between humans and digital bots, to using digital avatars and AI assistants to enhance human potential and thrive in today’s competitive AI-enabled world.

Real-time video and voice calls, both one-on-one and multiparty, are key components of unified communications as a service (UCaaS) and contact center as a service (CCaaS). Recent advancements in AI have significantly enhanced user experiences and revenue generation. These resources are available as a service, driving bespoke solutions tightly integrated with communication channels.

Conversational AI automates customer interactions in contact centers through chatbots: By 2026, these AI deployments are expected to reduce labor costs by $80 billion, with 85% of service interactions becoming virtual, according to Gartner.

To facilitate collaboration among teams, offices should be designed with agile spaces that encourage formal, informal, and remote interactions. Design elements like studios and café-style seating enhance creativity and teamwork.

Today’s businesses leverage smart technologies like energy utilization dashboards, smart lighting, and real-time monitoring to pursue carbon neutrality. They integrate these tools for energy forecasting and operational optimization. IoT-connected building assets provide ongoing health updates, while technicians equipped with AR/VR tools swiftly diagnose and resolve issues.

Virtual assistants are favored by business leaders and online organizations, yet they face limitations. Ongoing innovation is steadily overcoming these challenges. According to our analyst interactions and market research, virtual agents redirect between 25% and 35% of contact volumes to other channels and automate resolutions for 12% to 15% of straightforward queries.

Generative AI-powered digital assistants can deliver richer and better experiences for users by mining past and current interactions and providing next best actions. Agents need not read through and interpret lengthy process documents; instead, AI provides resolution steps to agents, boosting productivity, learning accessibility, and success rates.

Organizations are scaling learning efforts while deploying hyperpersonalization, embedding generative AI in digital learning systems to transition into AI-first entities. Developing AI skills marks a crucial shift from AI consumers to creators, essential as AI proficiency becomes vital across all roles.

By providing educational opportunities to all segments of society, we pave the way for a more equitable and knowledgeable future. This effort bridges the educational divide, empowering individuals with the skills and knowledge needed to succeed in a rapidly changing world. Generative AI transforms this initiative by personalizing learning experiences, adapting to individual needs, and providing access to high-quality educational resources regardless of location. It also facilitates real-time translation and interactive learning, making education more accessible and engaging for diverse learners.

This approach measures experience metrics across the enterprise by capturing, correlating, and interpreting real-time data from end-user tools, systems, and processes. The respective metrics of each experience indicator combine to form the eventual XLAs scorecard, visualized via XLA dashboards. These dashboards provide immediate insights into daily and weekly experience scores, highlighting end-user friction points and problem areas.

Creating and driving better workplace experiences is a collective organizational responsibility. This critical task impacts each employee and requires unified ownership and accountability to align everyone with a shared vision, priorities, and experience language. The experience management office (XMO) is increasingly relevant in shaping a human-centric future workplace.