Digital Workplace Platforms Turn Proactive as AI Advances

Enterprises are making digital employee experience (DEX) a strategic business capability, using AI-enabled workplace management tools to improve operational performance, according to a new research report published by Information Services Group (ISG) , a global AI-centered technology research and advisory firm.

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Digital employee experience has become a business priority because workforce performance increasingly depends on it. Organizations are adopting AI-enabled workplace platforms to increase efficiency, reliability and operational resilience.

The 2026 ISG Provider Lens^® global Future of Work — Solutions report finds that hybrid and distributed work have become permanent operating models, making digital systems the primary environment in which employees work. As organizations manage growing endpoint diversity, cloud-based collaboration and increasing complexity, they are turning to advanced digital workplace platforms to deliver measurable business results through improved productivity, stability and user experience rather than visibility alone.

“Digital employee experience has become a business priority because workforce performance increasingly depends on the quality of everyday digital interactions,” said Bill Huber, ISG partner, Digital Platforms and Solutions. “Organizations are adopting AI-enabled workplace platforms to increase efficiency, improve reliability and strengthen operational resilience.”

Enterprises increasingly are embracing unified platforms that incorporate DEX features with AI-enabled end-user computing (EUC) management. Continuous telemetry, experience analytics and AI-driven diagnostics help organizations identify patterns of disruption before they affect employees. Automated remediation and self-healing reduce repetitive support work by staff while improving service quality.

Persistent cost pressures and shortages of skilled IT professionals are increasing demand for intelligent automation. Organizations seek platforms that reduce manual diagnostics, simplify routine remediation and enable frontline support teams to resolve more incidents independently. AI-assisted diagnostics, guided remediation and low- or no-code automation augment the skills of Level 1 and Level 2 support staff, allowing experienced specialists to concentrate on transformation initiatives instead of repetitive tasks. As they implement automation, organizations continue to require AI transparency, clear approval processes and validation of outcomes.

Enterprise expectations for DEX and EUC management platforms now center on measurable operational outcomes rather than technical visibility. Organizations seek platforms that can prevent disruptions, reduce incident volumes and deliver predictable performance across employees, devices and locations. Digital experience insights are also informing workforce planning, employee engagement and technology investment decisions, ISG says.

“The line between monitoring digital experiences and actively managing them is rapidly disappearing as enterprises adopt platforms that connect insights with intelligent action,” said Bruce Guptill, lead author of the report. “Service providers help enterprises implement these capabilities in ways that improve operational consistency while maintaining transparency and accountability.”

The report also explores other trends affecting digital workplace solutions, including the growing importance of self-service support capabilities and the use of experience intelligence to guide device lifecycle planning and broader AI readiness.

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