Companies adopt smarter automation, analytics to better manage projects across distributed workforces, ISG Provider Lens™ report says

Enterprises are embracing AI-enhanced tools to make hybrid work more productive and rewarding, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.

The 2024 ISG Provider Lens™ global Future of Work Solutions report finds that companies are focused on giving employees an uninterrupted end-user technology experience as they navigate new ways of working after the COVID-19 pandemic. Return-to-office initiatives have run into challenges, so many enterprises are going hybrid, relying on platforms that improve digital employee experience (DEX) and connected and collaborative work. AI features are making those systems more effective.

“End-user technology is a core element of successful hybrid work strategies,” said Dee Anthony, Americas lead, Future of Work, for ISG. “Employees need devices and services that accelerate and catalyze their capabilities, including access to applications at all times in an environment where IT issues are resolved automatically, preferably proactively, while reducing the cost to serve. New technologies help make that possible.”

Most enterprises worldwide have moved from traditional IT monitoring tools to DEX platforms, which use analytics to monitor, measure and manage employee experience, the report says. With full-time visibility into all end-user hardware and applications, these tools can automatically perform tasks like optimizing software licensing costs and determining the right time to retire or refresh a device.

Companies are integrating new AI tools into their DEX solutions for even more automated IT operations and problem resolution, ISG says. AI is enabling AIOps capabilities, which can include detecting anomalies, predicting potential problems and automating repetitive tasks. It offers the prospect of zero or near-zero service desks, in which machines identify and resolve issues independently, reducing the cost of IT support staff.

Connected and collaborative work solutions are helping organizations with widely dispersed workforces manage projects, the report says. Companies are implementing management platforms that let them plan and execute tasks using available resources, along with unified communication and collaboration (UCC) solutions for visualizing a full project and providing centralized access to all components and content. This lets companies quickly respond to sudden demands and assure customers a project is on track.

AI introduces features that enterprises are using to improve both collaboration management and individual and team productivity, ISG says. Managers can analyze the current state of projects, identify risks, optimize resource allocation and gain insights from a wide range of data sources. AI also enables workflow automation and personalization.

“Companies that thrive on collaboration want a clear and adaptable work plan for every project,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “AI is expanding the toolkit for building and using those plans.”

The report also explores other global trends in workplace solutions, including enterprises’ expectations of providers and rising concerns about privacy and compliance.

For more insights into challenges related to workplace solutions, plus ISG’s advice on addressing them, see the ISG Provider Lens™ Focal Points briefing here.

The 2024 ISG Provider Lens™ global Future of Work Solutions report evaluates the capabilities of 42 providers across two quadrants: Digital Employee Experience (DEX) Solutions and Connected and Collaborative Work Solutions.

The report names 1E, Asana, ControlUp, Lakeside Software, Microsoft, Monday.com, Nexthink, Riverbed, SmartSheet, Wrike and Zoho as Leaders in one quadrant each.

In addition, Notion and Tanium are named as Rising Stars — companies with a “promising portfolio” and “high future potential” by ISG’s definition — in one quadrant each.

Customized versions of the report are available from Lakeside Software and Zoho.

The 2024 ISG Provider Lens™ global Future of Work Solutions report is available to subscribers or for one-time purchase on this webpage.

About ISG Provider Lens™ Research

The ISG Provider Lens™ Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across Europe, as well as in the U.S., Canada, Mexico, Brazil, the U.K., France, Benelux, Germany, Switzerland, the Nordics, Australia and Singapore/Malaysia, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.

About ISG

ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 900 clients, including more than 75 of the world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including AI, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,600 digital-ready professionals operating in more than 20 countries—a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry’s most comprehensive marketplace data. For more information, visit www.isg-one.com.

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