Despite providers’ continuous efforts, a gap exists between expected enterprise outcomes and actual results. This highlights the need for tailoring workplace solutions to address diverse employee needs based on user, industry, and digital workplace segment. The report stresses the importance of understanding and bridging these gaps for customer satisfaction and success. The report defines workplace contextualization as tailored services aimed at addressing individual employee needs arising from the three dimensions of user, industry, and segment, and explores the fourth hidden dimension of individuality in the workplace. It identifies significant gaps between enterprise expectations and provider solutions and provides a three-dimensional model to master the craft of workplace solutions design. Through case studies and insights for enterprise success, the report emphasizes the importance of taking a holistic approach to workplace contextualization, enabling organizations to anticipate future challenges and foster long-term success in a rapidly evolving business environment. Scope All industries and geographies Contents In this report, we: Define workplace contextualization Identify the gaps in existing contextualized workplace solutions Propose a model for mastering contextualized workplace solutions Provide insights for enterprise success Membership(s) Digital Workplace Sourcing and Vendor Management

As we step into 2024, the global economic landscape remains uncertain. However, corporate leaders are optimistic about the year ahead, focusing on transitioning from being technology-enabled to technology-centric entities. To achieve this, they must overcome challenges such as cost, innovation, and trust, creating a competitive environment for providers to innovate and stand out. IT stakeholders anticipate a shift in sourcing paradigms and expect clients to adopt a more structured approach to provider management. There is also optimism about the potential impact of evolving customer behavior and disruptive technologies such as generative AI, leading to substantial investments in IT services. These investments boost productivity and drive transformative changes in daily operations. In this report, we examine the experiences of leading global enterprises in 2023 and outline their strategic priorities for 2024. The report will enable enterprises to make informed decisions, navigate through the uncertainties of the business environment, and capitalize on growth opportunities. Scope Service: IT All industries and geographies Contents In this report, we: Examine the top business IT services challenges and business model changes that enterprises can expect in 2024 Highlight the key themes prioritized within the IT services industry Provide actionable insights for providers to meet enterprise demands Membership(s) Artificial Intelligence (AI) Cloud and Infrastructure Services Cybersecurity Data & Analytics Digital Workplace Life Sciences Information Technology Healthcare Payer and Provider Information Technology Technology Skills and Talent IT and Digital Transformation Sourcing and Vendor Management

Despite facing global economic challenges, political changes, trade wars, and increased RoI scrutiny, enterprises maintain a positive outlook toward 2024, intensifying their focus on creating value and enhancing employee experience. Providers play a vital role in guiding enterprises through the evolution and adoption of new technologies, providing them with a competitive edge over their peers. These providers are actively exploring ways to meet the evolving needs of enterprises. Enterprises now demand more from providers, seeking true strategic partnerships. While providers have identified the right mix to satisfy client management and offer innovative commercial constructs, concerns persist regarding the innovation, value addition, and technical expertise of resources. Although enterprises anticipate higher value from their providers, achieving genuine enterprise satisfaction within resource constraints poses a challenge that providers must navigate. In this report, we examine the satisfaction levels of enterprises with their providers, explore the reasons for dissatisfaction, outline enterprises’ future priorities, and identify the top five digital workplace service providers delivering superior value across North America and Europe. Scope Geography: North America and Europe Inclusion criteria for rankings: primary inputs gathered through buyer references, case studies, and RFI document for Digital Workplace PEAK Matrix® Assessment 2023 Contents In this report, we present: A summary of various enterprises’ views on providers’ capabilities and an assessment of the satisfaction levels among enterprises regarding their digital workplace service providers Enterprises’ future priorities in the digital workplace, detailing the solutions or technologies that enterprises plan to invest in An analysis of the top five digital workplace service providers delivering superior value across North America and Europe Membership(s) Digital Workplace Outsourcing Excellence

In the upcoming years, the digital workplace is poised for a remarkable shift, marked by the third wave of value-centric transformation. During this phase, enterprises will embrace a fully digital future of work, prioritizing employee experience, realizing value, enhancing productivity, achieving cost efficiency, and fostering workplace cohesion. In North America, the current economic landscape, marked by factors such as increasing inflation, banking crisis, a steep rise in interest rates, and intense competition for talent, has compelled enterprises to examine their expenditures and intensify their focus on business value outcomes and value creation throughout their workplace transformation journey. At the same time, there is a growing interest in industry-specific workplace solutions, AI-driven innovations, and product-oriented approaches. Providers are focusing on strengthening their capabilities to assist enterprises in their workplace initiatives. In this report, we assess 26 digital workplace service providers featured on the Digital Workplace Services PEAK Matrix® Assessment – North America. Each profile offers a comprehensive picture of the digital workplace service provider’s vision and strategy, scope of services offered, digital workplace offerings, innovation and investments, partner network, and strengths and limitations. Scope All industries Geography: North America This assessment is based on Everest Group’s annual RFI process conducted over Q1 and Q2 2023, interactions with leading digital workplace service providers, and an ongoing analysis of the digital workplace services market in North America Contents This report features 26 provider profiles focused on digital workplace services and includes: A summary dashboard – assessment of market impact, and vision and capabilities Detailed strengths and limitations A general overview of providers’ digital workplace services business – vision, scale, overall focus, and extent of adoption of providers’ digital workplace services across industries, service segments, buyer groups, and geographies An overview of providers’ digital workplace services offerings – portfolio of services and relative focus across service lines An assessment of providers’ digital workplace services domain investments, key solutions, and key partnerships Membership(s) Digital Workplace Sourcing and Vendor Management

Despite turbulent global macroeconomic conditions, increasing cost pressures, and Return on Investment (RoI) scrutiny, there remains a high demand for digital workplace services. Recent technological advances and digital transformations have ushered in the third wave of value-based transformation. Enterprises now recognize the importance of value realization, productivity, and cost optimization to navigate and thrive in the slowdown. Digital workplace service providers are focusing on strengthening their geographically tailored and industry-specific capabilities to assist enterprises in their digital workplace initiatives. Additionally, these providers are seeking to enhance their consulting and advisory capabilities to position themselves as strategic partners for their enterprise customers. The digital workplace market in Europe possesses distinct characteristics compared to other geographies, including a strong emphasis on employee experience, a preference for a mix of global and local service delivery models aligned with cultural values, addressing region-specific nuances, navigating stricter regulatory and compliance restrictions, responding to dynamic sustainability mandates, and managing complex provider landscapes. In this report, we assess 22 digital workplace service providers featured on the Digital Workplace Services PEAK Matrix® Assessment – Europe and highlight the strengths and limitations of each provider. Each profile offers a comprehensive picture of the digital workplace service provider’s vision and strategy, scope of services offered, digital workplace offerings, innovation and investments, and partner network. Scope All industries Geography: Europe This assessment is based on Everest Group’s annual RFI process conducted over Q1 and Q2 2023, interactions with leading digital workplace service providers, and an analysis of the digital workplace services market in Europe Contents This report features 22 provider profiles focused on digital workplace services and includes: A summary dashboard – assessment of market impact and vision and capabilities Detailed strengths and limitations A general overview of providers’ digital workplace services business – vision, scale, overall focus, and extent of adoption of providers’ digital workplace services across industries, service segments, buyer groups, and geographies An overview of providers’ digital workplace services offerings – portfolio of services and relative focus across service lines An assessment of providers’ digital workplace services domain investments, key solutions, and key partnerships Membership(s) Digital Workplace Sourcing and Vendor Management

Although generative AI has existed for a few decades, recent technological advances and digital transformations have redefined the way it was being leveraged. The introduction of OpenAI’s ChatGPT has brought to light AI’s true potential, particularly in revolutionizing various aspects of human life and work. This shift has led to a rapid surge in interest and investments from major technology providers, niche participants, and service providers, underscoring the technology’s significance in the market. The applications of generative AI are proliferating across diverse industries. With its ability to generate human-like content and emulate human creativity, it possesses immense potential and offers numerous direct applications in the digital workplace. From streamlining processes to enhancing productivity and personalization, generative AI can potentially disrupt the current pattern of operations and impact the various elements of workplace outcomes. However, as with any transformative innovation, generative AI also presents certain limitations and ethical considerations that demand meticulous attention. In this report, we explore the transformative impact of generative AI on the industry, analyze its implications from a workplace perspective, uncover its diverse applications across segments, critically assess its limitations, and offer insights into harnessing its full potential. Scope All industries and geographies Contents In this report, we examine: The generative AI ecosystem Generative AI’s key workplace-specific use cases Prioritization of the digital workplace generative AI use cases Key challenges in implementing generative AI IT service provider’s investments and enterprise’s approach to generative AI adoption Membership(s) Digital Workplace Sourcing and Vendor Management

Amid the market disruptions that challenge the digital workplace landscape, workplace services continue to hold great allure. Enterprises acknowledge the value of workplace services as a catalyst for navigating these uncertain times. However, a revolution is underway, transforming various components of the workplace model, including solutioning, delivery, partnerships, enablers, and platforms. To thrive in this VUCA (Volatile, Uncertain, Complex, and Ambiguous) storm, enterprises must actively grasp the evolving dynamics of workplace services. They need to adopt and embrace the evolving landscape to maintain a competitive advantage and business resilience. Simultaneously, service and technology providers are stepping up their game by embracing agility and positioning themselves as strategic partners to their enterprise customers. In this report, we provide an overview of the digital workplace services market. The report also describes the ongoing revolution across five components of the workplace model – solutioning, delivery, partnerships, enablers, and platforms – and discusses their implications for enterprises. Scope All industries and geographies Contents This report provides an overview of the digital workplace services market and explores various aspects, including: Insights and trends in the overall digital workplace services market The revolution across five components of the workplace model – solutioning, delivery, partnerships, enablers, and platforms Enterprise implications resulting from this revolution Membership(s) Digital Workplace Sourcing and Vendor Management

In an era where enterprises acknowledge that hybrid and remote work will persist for years to come, a superior workplace Employee Experience (EX) is vital to ensure higher productivity, engagement, and satisfaction. This necessitates a constant need to measure holistic employee experience, encompassing transactional data such as user, endpoint, and application data, along with intangible employee factors such as sentiment, connectedness, and engagement. Both factors significantly impact the overall experience. The key to successful Workplace Employee Experience Management (WEEM) lies in enterprises’ ability to define EX and consistently measure it to identify limitations and make necessary adjustments. Enterprises worldwide are actively seeking capabilities to monitor and manage the overall workplace EX and resolve any disruptive issues. WEEM providers are rapidly evolving and upgrading their platform capabilities with an EX-focused approach, enhancing platform features, interoperability, partner ecosystem, training and support, and commercial models to meet enterprise expectations and gain global recognition in this domain. This compendium provides detailed and fact-based snapshots of 10 platform providers featured on Everest Group’s Workplace Employee Experience Management (WEEM) Platforms PEAK Matrix® Assessment. The report also highlights the strengths and limitations of each WEEM platform provider and offers an overview of its vision, services across segments, offerings, key capabilities, and recent investments. Scope All industries and geographies The assessment is based on Everest Group’s annual RFI process conducted over Q4 2022 and Q1 2023, interactions with leading WEEM platform providers, client reference checks, and an ongoing analysis of the WEEM market Contents In this report, we feature 10 WEEM platform provider profiles and include: A summary dashboard – assessment of market impact and vision and capabilities Platform providers’ WEEM platform business – vision, scale, overall focus, and WEEM services adoption across industry, service segments, buyer groups, and geographies Key capabilities and recent developments Platform providers’ key strengths and limitations Membership(s) Digital Workplace Sourcing and Vendor Management