U.K. Enterprises Embrace GenAI and Redefine Hybrid Work for a Resilient Future
The future of work in the U.K. is being reshaped by advancements in artificial intelligence (AI), redesigned hybrid work models, and outcome-driven employee experience strategies, according to the 2025 ISG Provider Lens® Future of Work Services report for the U.K., published by Information Services Group (ISG) (Nasdaq: III). The report highlights how enterprises are integrating advanced technologies into their core operations while prioritizing innovation, resilience, and sustainability to meet evolving workplace demands.
GenAI at the Forefront of Workplace Transformation
One of the most significant trends identified in the report is the growing adoption of generative AI (GenAI) as a cornerstone of workplace transformation. For leading organizations in the U.K., GenAI is no longer an experimental tool but a critical driver of operational efficiency and innovation. By leveraging GenAI’s ability to analyze vast amounts of data, businesses are creating hyperpersonalized employee experiences tailored to individual preferences and behaviors. This not only enhances engagement but also fosters a culture of continuous learning and adaptation.
“GenAI is enabling organizations to reimagine how work gets done,” said Iain Fisher, director at ISG. “While some enterprises are already harnessing its full potential to drive efficiency and foster progress, many others remain cautious, waiting to see the outcomes of pilot programs before committing to large-scale deployment.”
However, the report emphasizes that successful GenAI implementation requires more than just technological adoption. Strong governance frameworks and responsible AI practices are essential to ensure ethical use and mitigate risks. By pairing these innovations with robust oversight, companies are navigating inflationary pressures and talent shortages while maintaining resilience and agility.
Hybrid Work Evolves into a Standardized Model
Hybrid work, once a temporary response to global disruptions, has now become a standardized operational model in the U.K. The report reveals that over 60 percent of job postings in the region now offer hybrid or fully remote work options. Enterprises are refining their hybrid strategies to strike a balance between employee autonomy and organizational accountability.
To support this shift, companies are increasingly relying on collaboration platforms like Microsoft Teams and Zoom to facilitate seamless interaction among team members. These tools are being integrated into orchestrated workflows that connect employees, partners, and customers, fostering cohesive ecosystems. This approach not only enhances inclusivity but also enables faster adaptation to market changes, ensuring businesses remain competitive in a rapidly evolving landscape.
Outcome-Driven Employee Experience Strategies
Another key trend highlighted in the report is the shift toward outcome-driven employee experience strategies. Traditional sentiment surveys are being replaced by real-time telemetry and behavioral analytics to track engagement and performance more effectively. Organizations are adopting Digital Employee Experience (DEX) platforms, which integrate with IT and HR systems to provide actionable insights. These platforms help identify early signs of disengagement and enable tailored interventions, ensuring that employee needs are addressed promptly and appropriately.
This focus on outcomes reflects a broader commitment to enhancing employee satisfaction and productivity. By leveraging data-driven insights, companies can create targeted support systems that address individual needs while aligning with broader organizational goals.
Sustainability as a Core Workplace Strategy
Sustainability and environmental, social, and governance (ESG) commitments have become integral to workplace strategies in the U.K. Companies are embedding sustainable practices into their technology and supplier decisions, ensuring fair labor standards and reducing carbon footprints. Smart building technologies, renewable energy sources, and IoT tools are being deployed to monitor and optimize energy usage in real time.
“Sustainability is now central to strategic decision-making,” said Kevin Turner, principal consultant at ISG and lead author of the report. “By aligning ESG goals with business objectives, U.K. enterprises are strengthening their reputation, attracting investment, and creating lasting value.”
This alignment of social responsibility with business priorities not only enhances stakeholder trust but also positions sustainability as a competitive differentiator. As environmental concerns continue to grow, companies that prioritize sustainability are better equipped to meet regulatory requirements and consumer expectations.
Market Trends and Key Players
The report also explores other notable trends in the U.K. workplace services market, including heightened budget scrutiny and a push toward self-funding transformation initiatives. Organizations are increasingly using technology to unite IT, HR, and operations teams, driving sustainable business outcomes.
In evaluating service providers, the report assesses the capabilities of 45 providers across seven quadrants, including Workplace Strategy and Enablement Services, Collaboration and Next-gen Experience Services, and AI-augmented Workforce Services. Leading firms such as Accenture, Capgemini, Fujitsu, HCLTech, Infosys, TCS, and Wipro were named Leaders in six quadrants each, reflecting their comprehensive expertise in delivering transformative workplace solutions.
Other notable mentions include Computacenter and DXC Technology, recognized as Leaders in five quadrants each, and Atos and Unisys, named Leaders in four quadrants. Smaller players like Microland, Movate, and NTT DATA earned recognition in two quadrants, while BT, Capita, CGI, and others were acknowledged for their leadership in specific areas.
Additionally, several providers were identified as Rising Stars, showcasing promising portfolios and high future potential. Among them, Microland stood out as the global ISG CX Star Performer for 2025, earning the highest customer satisfaction scores in ISG’s Voice of the Customer survey.
About ISG Provider Lens® Research
The ISG Provider Lens® Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG’s global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG’s enterprise clients. The research currently covers providers offering their services globally, across Europe, as well as in the U.S., Canada, Mexico, Brazil, the U.K., France, Benelux, Germany, Switzerland, the Nordics, Australia and Singapore/Malaysia, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.
About ISG
ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.
