The digital workplace is evolving into an AI-driven, experience-centric discipline, where digital employee experience (DEX) is emerging as a key performance indicator. Enterprises are leveraging platforms such as Nexthink and Lakeside SysTrack to gain cross-platform visibility, persona-based support, and deliver proactive IT operations, directly linking technology performance to employee productivity and retention.
Workplace transformation is shifting toward AI-first collaboration and service orchestration, with AI agents automating repetitive tasks and driving cost savings through seamless multimodal communication and personalized employee experiences. Simultaneously, AI-driven endpoint management and integrated identity and access management (IAM)/privileged access management (PAM) controls are enhancing compliance and accelerating remediation cycles.
Service providers are responding by building digital command centers and autonomous workplace platforms that leverage generative AI and agentic AI capabilities to unify observability, productivity, and security, thereby shaping the next generation of adaptive and intelligent digital workplaces.
Both demand-side and supply-side trends are covered in Avasant’s Digital Workplace Services 2025 Market Insights™ and Digital Workplace Services 2025 RadarView™, respectively. These reports present a comprehensive study of digital workplace service providers and closely examine the market leaders, innovators, disruptors, and challengers. They also provide a view into key market trends and developments impacting the workplace.
We evaluated 34 service providers across three dimensions: practice maturity, partner ecosystem, and investments and innovation. Of the 34 providers, we recognized 26 that brought the most value to the market during the past 12 months.
The report recognizes service providers in four categories:
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- Leaders: Accenture, Capgemini, Cognizant, HCLTech, Infosys, TCS, Unisys, and Wipro
- Innovators: Atos, DXC Technology, Kyndryl, LTI Mindtree, NTT DATA, Tech Mahindra, and Zensar
- Disruptors: Birlasoft, Compucom, Computacenter, Fujitsu, ITC Infotech, Orange Business, and UST
- Challengers: CGI, Genpact, Microland, and Stefanini
Figure 1 below from the full report illustrates these categories:
“Agentic AI is transforming enterprise collaboration,” said Avasant Senior Director Mark Gaffney. “AI-first productivity agents now unify communication, automate meetings, and deliver engagement insights—helping organizations build secure, personalized, and agile digital workplaces.”
The reports provide several findings, including the following:
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- Enterprises are elevating DEX as a core discipline, achieving up to 40% downtime reduction and 20% higher employee experience scores. Organizations report cost savings and improved satisfaction through automation and real-time monitoring.
- Businesses are realizing up to 30% productivity gains through AI-driven service desk consolidation, omnichannel self-service, and proactive IT observability. AI and ML-based monitoring is driving proactive issue resolution and enhancing user experience.
- Organizations are embracing AI-first contact and productivity agents to build personalized, secure, and efficient digital workplaces, achieving up to 80% automation and 40% cost savings.
- Enterprises are advancing AI-driven endpoint management, achieving 95% compliance and 50% faster remediation. By integrating PAM and IAM, organizations ensure continuous identity verification and unified security enforcement.
“Digital employee experience is becoming a core management discipline,” said Gaurav Dewan, research director at Avasant. “Through proactive monitoring, persona-based support, and real-time analytics, enterprises are reducing downtime, improving adoption, and enhancing productivity—driving measurable business outcomes across modern, hybrid workplaces.”
The RadarView also features detailed profiles of 26 service providers, along with their solutions, offerings, and experience in assisting enterprises in their network modernization journeys.
This Research Byte is a brief overview of the Digital Workplace Services 2025 Market Insights™ and Digital Workplace Services 2025 RadarView™. (Click for pricing.)