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Brazilian Firms Revamping Workplaces with Providers’ Help

Pandemic-related disruptions have put the spotlight on improving employee experience as key to business success, ISG Provider Lens report says

The widespread changes in work triggered by the COVID-19 pandemic have had significant effects on enterprises in Brazil this year, forcing companies to reconsider the kind of workplace that will best serve their overall business strategy, according to a new research report published by Information Services Group, a leading global technology research and advisory firm.

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“Employee experience is closely linked to customer experience, and organizations need to understand the human part of their processes to ensure workers are satisfied”

The 2022 ISG Provider Lens Future of Work — Services and Solutions report for Brazil finds that the rise of remote and hybrid work has reinforced the concept of employees as nomadic, placing a new focus on employee experience as a factor in productivity and business competitiveness.

“Holistic and strategic management of human resources is now a key part of decision-making at the highest levels of companies in Brazil,” said Iain Fisher, ISG’s global Future of Work lead. “Providers of strategic consulting services are helping many organizations determine the most appropriate workplace model for their business.”

In Brazil, as in other regions, companies are reviewing their technologies, processes, services, governance and security tools with an eye to maximizing employee satisfaction — which can be a key factor in engagement, productivity and creativity, the report says.

Digital transformation projects to improve employee experience are becoming a major part of enterprise budgets. However, to create the best possible employee experience, enterprises are also offering more flexible work formats and benefits, strengthening continuing education programs and changing productivity metrics, ISG says.

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Many organizations that have already undergone digital transformation and adopted modern workplace technologies are now making business process improvements to increase productivity in specific areas, including finance, legal and human resources.

With the rising incidence of burnout as workers adjust to the many recent disruptions, companies in Brazil are also enhancing employee wellness efforts, through the use of applications, technologies and partnerships that promote wellness, the report says.

“Employee experience is closely linked to customer experience, and organizations need to understand the human part of their processes to ensure workers are satisfied,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “Service providers are helping companies address this area of concern.”

The report also examines other workplace trends in Brazil, including providers’ use of personas for personalized service desk support, the growing use of collaboration tools and emerging interest in the metaverse for future employee interactions.

The 2022 ISG Provider Lens™ Future of Work — Services and Solutions report for Brazil evaluates the capabilities of 24 providers across four quadrants: Workplace Strategy Transformation Services, Managed Workplace Services — End User Technology, Digital Service Desk and Workplace Support Services, and Managed Employee Experience Services.

The report names Unisys as a Leader in all four quadrants. It names Capgemini, DXC Technology, Kyndryl, Stefanini and Wipro as Leaders in three quadrants each and Logicalis and SONDA as Leaders in two quadrants each. Accenture, Algar Tech, Dedalus Prime and Santo Digital are named as Leaders in one quadrant each.

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