The enterprise workplace is undergoing a profound transformation in today’s digital age. Fundamental organizational structures and talent models across industries are experiencing significant disruption:
Against this backdrop, enterprises are tasked with creating a business environment that is conducive to seamless collaboration, creativity, and innovation at scale, with user experience and productivity as the focal points.
We are now moving to the third generation of workplace services, the digital workplace. What sets the digital workplace apart from the traditional models is the primacy of improving user experience through a well-designed environment, underpinned by software plus services. While reducing cost-to-serve is important, the focus is shifting beyond traditional levers, such as tightly-controlled service access and IT labor arbitrage, to waste elimination and end-to-end automation.
However, we observe significant confusion in the market, in terms of what digital workplace entails, and what it does not. Specifically, many enterprises are misled into adopting a workplace services model with second-generation solutions overlaid with a veneer of next-generation concepts, rather than a fundamental shift in approach.
This report: