Digital Workplace Platforms Turn Proactive as AI Advances
Enterprises adopt AI-enabled workplace platforms to improve productivity, resilience and operational efficiency across hybrid environments, ISG Provider Lens® report says
Enterprises are making digital employee experience (DEX) a strategic business capability, using AI-enabled workplace management tools to improve operational performance, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm.
The 2026 ISG Provider Lens® global Future of Work — Solutions report finds that hybrid and distributed work have become permanent operating models, making digital systems the primary environment in which employees work. As organizations manage growing endpoint diversity, cloud-based collaboration and increasing complexity, they are turning to advanced digital workplace platforms to deliver measurable business results through improved productivity, stability and user experience rather than visibility alone.
"Digital employee experience has become a business priority because workforce performance increasingly depends on the quality of everyday digital interactions," said Bill Huber, ISG partner, Digital Platforms and Solutions. "Organizations are adopting AI-enabled workplace platforms to increase efficiency, improve reliability and strengthen operational resilience."
Enterprises increasingly are embracing unified platforms that incorporate DEX features with AI-enabled end-user computing (EUC) management. Continuous telemetry, experience analytics and AI-driven diagnostics help organizations identify patterns of disruption before they affect employees. Automated remediation and self-healing reduce repetitive support work by staff while improving service quality.
Persistent cost pressures and shortages of skilled IT professionals are increasing demand for intelligent automation. Organizations seek platforms that reduce manual diagnostics, simplify routine remediation and enable frontline support teams to resolve more incidents independently. AI-assisted diagnostics, guided remediation and low- or no-code automation augment the skills of Level 1 and Level 2 support staff, allowing experienced specialists to concentrate on transformation initiatives instead of repetitive tasks. As they implement automation, organizations continue to require AI transparency, clear approval processes and validation of outcomes.
Enterprise expectations for DEX and EUC management platforms now center on measurable operational outcomes rather than technical visibility. Organizations seek platforms that can prevent disruptions, reduce incident volumes and deliver predictable performance across employees, devices and locations. Digital experience insights are also informing workforce planning, employee engagement and technology investment decisions, ISG says.
"The line between monitoring digital experiences and actively managing them is rapidly disappearing as enterprises adopt platforms that connect insights with intelligent action," said Bruce Guptill, lead author of the report. "Service providers help enterprises implement these capabilities in ways that improve operational consistency while maintaining transparency and accountability."
The report also explores other trends affecting digital workplace solutions, including the growing importance of self-service support capabilities and the use of experience intelligence to guide device lifecycle planning and broader AI readiness.
For more insights into the workplace challenges faced by enterprises, along with ISG’s advice for addressing them, see the ISG Provider Lens Focal Points briefing here.
The report evaluates the capabilities of 24 providers across two quadrants: Digital Employee Experience (DEX) Solutions and AI-enabled End-user Computing Solutions.
It names ControlUp, Lakeside Software, ManageEngine, Microsoft, Nexthink, Riverbed, ServiceNow, Tanium and TeamViewer as Leaders in both quadrants. It names Dynatrace and Ivanti as Leaders in one quadrant each.
In addition, Nanoheal is named as a Rising Star — a company with a "promising portfolio" and "high future potential" by ISG’s definition — in one quadrant.
In the area of customer experience, Infosys is named the global ISG CX Star Performer for 2026 among Future of Work (Workplace) - Solutions providers. Infosys earned the highest customer satisfaction scores in ISG's Voice of the Customer survey, part of the ISG Star of Excellence™ program, the premier quality recognition for the technology and business services industry.
A customized version of the report is available from Lakeside Software.
The 2026 ISG Provider Lens global Future of Work — Solutions report is available to subscribers or for one-time purchase on this webpage.
About ISG
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 and research, in-depth knowledge and governance of provider ecosystems, and the expertise of its 1,500 professionals worldwide working together to help clients maximize the value of their technology investments.
View source version on businesswire.com: https://www.businesswire.com/news/home/20260720345682/en/
Press Contacts:
Laura Hupprich, ISG
+1 203-517-3132
laura.hupprich@isg-one.com
Erik Arvidson, Matter Communications for ISG
+1 978-518-4542
isg@matternow.com