U.S. Enterprises Redefine Workplace Services with GenAI

Enterprises in the U.S. are embedding generative AI (GenAI), hybrid work models and experience frameworks into workplace services, which are becoming strategic enablers of enterprise transformation, 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 2025 ISG Provider Lens Future of Work — Services report for the U.S. finds organizations have gone from experimentation to integration of workplace AI capabilities, including copilots, agentic automation and immersive collaboration. These changes reflect a shift from reactive IT management to outcome-driven workplace services that support enterprise agility and innovation.

“New technologies are giving workplace services a bigger role in defining how companies succeed, especially in the U.S.,” said Bill Huber, ISG partner, Digital Platforms and Solutions. “The rise of AI and the growing emphasis on employee experience are fundamentally shaping the future of work.”

GenAI is now a foundational component of workplace services, ISG says. More than 75 percent of large enterprises use GenAI in at least one business function, with workplace services among the most active domains. Organizations in the U.S. are deploying AI copilots, automation and predictive analytics to streamline workflows, enhance collaboration and improve decision-making with contextual insights at scale. This integration reflects a shift in the goals of AI deployment, from cost savings to intelligent augmentation, that is redefining how workplace services support employees.

Following the rapid growth of remote work during the pandemic, and the subsequent return-to-office mandates at some companies, hybrid work practices have matured into structured models, the report says. Enterprises are using AI-enabled workplace design to turn offices into collaboration hubs and ensure parity between remote and in-office experiences. This focus on working environments is improving retention, productivity and inclusivity across distributed workforces.

Experience management has become a strategic priority for enterprises, which increasingly are shifting from service-level to experience-level agreements in their provider engagements, ISG says. Companies are using telemetry, sentiment analytics and AI-enabled platforms to deliver personalized support across IT, HR and facilities. By embedding experience management into workplace services, organizations are linking employee satisfaction to measurable business outcomes such as productivity and compliance.