The workplace of the future will integrate the best of digital, physical and human solutions.
COVID-19 forced new ways of working, whether we were ready or not. As workers head back to the office, the workplace must adapt. Smart facilities, connected employees, AI and augmented capabilities will drive a healthier and "lower touch" office. The workforce of the future will be highly digital -- gig workers, remote collaborative workers, office-based workers -- all need to connect to customers and to each other. Capacity planning and management are key factors.
ISG's recent study shows employee mental health is a key factor in enterprise hybrid work decisions.
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AI investment is accelerating, but results remain uneven. Only one in four initiatives is meeting revenue impact expectations, at an average spend of $1.3M per use case. Enterprises are no longer asking whether AI works. They are being asked to prove that it pays.
We help you identify where AI agents deliver the most value, restructure workflows around them and build the accountability models that keep autonomous execution auditable. The enterprises that win won't be the ones that reacted. They'll be the ones that designed for it first.
We give enterprises transparent, benchmarkable pricing models that tag each resource unit with the autonomy level used to deliver it. As AI capability advances, your pricing keeps pace. Both buyers and providers can quantify what that progress is worth.
We bring analysis of more than $2.6 billion in tracked AI spend to every sourcing decision. Procurement, technology and finance leaders get the independent intelligence to rationalize vendor portfolios and hold providers accountable to measurable outcomes.
We embed controls at the point of data creation, define accountability for autonomous actions and build adaptive frameworks that keep pace with AI without impeding it. Enterprises that get this right don't just manage risk. They build the trust that lets them scale faster.
We ground strategy in research across 2,400 enterprise use cases, aligning investment to where impact is proven and designing the data, talent and governance foundations that move AI from pilots into the workflows that drive commercial results.
We benchmark your AI readiness against peers across 75 countries, identify the dimensions holding you back and give you a personalized roadmap to close the gap.
AI investment is shifting decisively toward revenue-generating functions. CRM automation, sales enablement and forecasting have replaced chatbots and IT productivity tools as the leading use case priorities, reflecting enterprise recognition that productivity gains alone do not satisfy board-level scrutiny. At the same time, use cases in production have doubled since 2024, and the portfolio is diversifying rapidly, with over 300 distinct function and industry-specific use cases now in active deployment.
ISG research across 2,400 enterprise use cases shows that the strongest AI returns are currently concentrated in compliance, risk management and quality control, not in the growth and cost outcomes most enterprises originally set out to achieve
The gap between where enterprises are investing and where AI is actually delivering is the defining commercial tension of 2025. Organizations that close it by targeting functions with structured, revenue-attributable data and clear ROI measures will establish performance benchmarks that compress the window for competitors still cycling through pilots. The standard is being set now.
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Learn MoreThe digital workplace software market has undergone a significant transformation since FY24, driven by the convergence of hybrid work models, AI innovation and heightened expectations for EX. The post-pandemic normalization of remote and hybrid work has solidified the need for robust digital workplace infrastructures that support productivity, collaboration and security across distributed environments.
In 2024, GenAI was a promising disruptor. In 2025, it is a foundational capability. U.S. enterprises are no longer piloting GenAI. They are embedding it across workplace services, from AI copilots and agentic automation to predictive analytics and immersive collaboration. According to ISG’s analysis of public research, over 75 percent of large enterprises use GenAI in at least one business function, with workplace services among the most active domains.
In 2025, the U.S. public sector — especially state, local and education (SLED) organizations is undergoing a profound transformation in how digital workplace services are conceived, procured and implemented.
Our 2025 research divides the workforce-management landscape into five focused guides—WFM Basics, WFM Suites, WFM for Healthcare, WFM for Manufacturing and WFM for Retail. Each report applies a common evaluation lens yet weights criteria to reflect the operational realities, compliance pressures and innovation priorities unique to its scope. Together, they provide a panoramic view of the market and a set of targeted benchmarks that let buyers zero in on the capabilities—and partners—best aligned to their context.
By the late 2020s, Gen Alpha will move into the workforce, introducing a new dynamic. With the potential for up to five or six generations in the workplace, enterprises are often challenged to understand how to bridge the generation gap and create a cohesive workforce. The answer can be found within your technology stack.
Companies with cloud-based contact centers quickly implemented a work-from-home setup with minimal disruption when the pandemic hit. The benefits of remote work have been on display ever since. The ISG Provider Lens™ Contact Center as a Service Global 2020 report explores how accelerating your contact center’s move to cloud can bring with it new personalization and workforce management capabilities.
Organizations must continue to adapt using automation, collaboration tools and optimal office environments to ensure they can make the most of their greatest asset – their people.
