ISG Provider Lens™ report finds some
employers making cautious changes to rein in costs while others
re-imagine the workplace to improve employee and customer
experience
The COVID-19 pandemic has pushed workplace transformation into
hyperdrive, triggering a rush to build corporate resiliency that
has created both benefits and issues for enterprises, according to
a new report published today by Information Services Group (ISG)
(Nasdaq: III), a leading global technology research and advisory
firm.
The ISG Provider Lens™ Future of Work – Services and Solutions
Archetype report finds the mass migration of workforces to online
tools and platforms has led many organizations to address
previously overlooked requirements for corporate security and
business continuity. This has overlapped with the need to adapt to
new delivery channels, support mechanisms and technology
challenges.
“The tectonic changes in work modes and ways of serving
customers over the past 18 months have led to new ways of thinking
about the future of work,” said Iain Fisher, global leader, ISG
Future of Work Solutions. “After creating nearly 800 million new
home offices worldwide, companies will begin to establish permanent
changes to the way they work in the next year.”
Service provider clients that planned ahead for resiliency
rather than just efficiency have been able to sustain themselves
during the pandemic, the report says. Forward-thinking
organizations also are considering the needs and wishes of
employees, a majority of whom now want to continue working from
home at least half the time.
However, companies that have moved their employees to home
offices and believe this solved all their problems are mistaken,
the report says. This is only the beginning of workplace
transformation, and issues have already emerged, including Zoom
fatigue, loss of the social aspect of business and employees
reporting they are working up to 40 percent longer with no
correlated increase in productivity. Employers cannot simply rely
on workers to resolve these issues, ISG says.
ISG’s Future Workplace framework recognizes three distinct
workplaces: physical, digital and human. Service providers are
working with enterprises on holistic solutions that encompass all
three.
In the post-pandemic era, the physical workplace needs to
provide an environment safe from COVID-19 and one that is flexible
and adaptable to meet employees’ needs for collaboration and
innovation, the report says. It should ensure higher productivity
while allowing for a net reduction of spending on physical space
through seamless integration with digital work modes.
The digital workplace requires a unified communication and
collaboration suite that employees can access from around the
world, along with a cloud strategy to keep applications and
operations running under all circumstances, ISG says. Finally, the
human workplace is a vision focused on making physical location
irrelevant. It puts customer experience at the heart of a company’s
people strategy and includes a shift from performance-based
service-level agreements to experience-level agreements.
The ISG Provider Lens™ Future of Work – Services and Solutions –
Archetype report examines five different types of clients, or
archetypes, that are looking for workplace transformation
technologies. The report evaluates the capabilities of 28 workplace
transformation providers to deliver services to the five
archetypes:
Cost and Change Challengers: These organizations are
focused on reducing operational costs by identifying potential
savings on internal operations or delivery of services. They are
interested in automating repetitive tasks, rationalizing IT
provisioning through outsourcing, cutting technology supplier costs
by renegotiating contracts and reducing property expenses through
technologies that support remote work. In the wake of the pandemic,
they may be seeking to make up for lost revenue or stabilize parts
of the business that have been affected. Such clients want to make
changes, but at a limited cost.
Business Model Adaptors: These enterprises are starting
to embark on a transformational journey, working to becoming more
agile to stay competitive in a changing market. They have a clear
improvement plan, which may include a new business model, and can
use data to understand what does and doesn’t work. Such clients see
IT as a value creator for the business. They are open to wholesale
redesigns of business processes and seek to use DevOps processes in
IT to enable rapid feature changes for end customers.
Experience Evangelists: These clients are technology
advocates focused on the employee experience in the post-pandemic
world. They are re-imagining how their workforce can serve
customers globally by deploying new capabilities in enterprise
unified communications (EUC) and unified communications and
collaboration (UCC). Such organizations support collaboration from
a distance and implement flexible work patterns, achieving a near
24x7 global delivery model.
Human Workplace Re-Imaginators: These organizations have
already adapted their business models and are in the final stages
of perfecting the end-user experience using cutting-edge
technologies. They see their value chain as extending from
suppliers and partners, through internal employees, to the end
customer, and recognize that any misalignment will degrade the
customer’s experience. They have moved beyond simple service levels
to measuring the experience of all participants and can calculate
the cost of any failure in the value chain. These clients seek
reward-penalty arrangements with their service providers based on
business outcomes.
Workplace Transformers: These clients were focused on
resiliency rather than efficiency even before the pandemic and made
significant investments in digital services and technologies that
eased their transition to a remote working model. They are open to
wholesale change across the value chain and have one central
transformation program that covers the physical, digital and human
workplaces rather than focusing on one type of program. Goals
include rationalizing property, globalizing the workforce with
local experts and ensuring supply chains are resilient. They want
providers to be fully integrated and part of their strategy for
success.
Among the providers ISG evaluated, Atos, HCL and Wipro each were
named as Leaders across three archetypes. Accenture, Capgemini,
Fujitsu, Hexaware, IBM and Unisys were named as Leaders across two
archetypes, while DXC Technology, Infosys, LTI, Stefanini, TCS,
Tech Mahindra and Zensar were named as Leaders in one archetype
each.
A customized version of the report is available from Unisys.
The ISG Provider Lens™ Future of Work – Services and Solutions
Archetype report is available to subscribers or for immediate,
one-time purchase on this webpage.
About ISG Provider Lens™ Research
The ISG Provider Lens™ 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
and Latin America, as well as in the U.S., Germany, Switzerland,
the U.K., France, the Nordics, Brazil and Australia/New Zealand,
with additional markets to be added in the future. For more
information about ISG Provider Lens research, please visit this
webpage.
ISG Provider Lens Archetype reports offer a first-of-its-kind
evaluation of providers from the perspective of specific buyer
types.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading
global technology research and advisory firm. A trusted business
partner to more than 700 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 automation, 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 1,300
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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version on businesswire.com: https://www.businesswire.com/news/home/20211105005704/en/
Press: Will Thoretz, ISG +1 203 517 3119
will.thoretz@isg-one.com
Erik Arvidson, Matter Communications for ISG +1 617 755 2985
isg@matternow.com
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