- Major Studies
- Market Assessments
Leaders: Accenture, Atos, Cognizant, DXC, HCL, IBM, TCS, and Wipro.
Innovators: Capgemini, Fujitsu, Infosys, NTT DATA, Tech Mahindra, and Unisys.
Disruptors: CGI, Hexaware, Insight, LTI, Stefanini, and Zensar.
Challengers: GAVS Tech, ITC Infotech, Microland, Mindtree, Mphasis, and UST Global.
These four categories are illustrated in Figure 1 from the full report:
Click to enlarge
“Progressive companies that already embraced the idea of digital workplaces were able to respond better to the pandemic,” said Avasant Research Leader Shwetank Saini. “Those who were behind the curve faced many challenges responding to these challenging times. As businesses gradually move forward, they need to evaluate where they are in the maturity curve. Focus should be on adopting cloud-based models, in conjunction with other technologies to enable better ways of working.”
Some of the key findings from the report include:
Businesses should enable remote working in the short-term and long-term.
In the short-term, businesses need to focus on deploying cloud-based tools and technologies to enable remote working, followed by a return to offices, even if in a limited manner. Businesses will need to reconfigure their workplaces to maintain social distancing and the health and safety of their employees.
In the long-term, this means increasing the percentage of remote workers compared to the overall workforce, increasing temporary staff and contractors, and rethinking human resource policies.
User experience and productivity are at the center of new workplace designs.
Businesses are identifying user experience as a core enabler of workplace modernization. Service providers are productizing their offerings to cater to the evolving digital requirements of customers.
Workplace user profiling and digital-experience monitoring have become important as outcome-based models and experience level agreements (XLAs) gain traction.
Cloud as a strategic and foundational enabler of digital workplaces.
COVID-19 led to a surge in demand for cloud-based collaboration tools and e-commerce and consumer cloud services. High-speed secure infrastructure, hybrid cloud, and virtual workplace technologies are emerging as the top three technology spend areas, according to NASSCOM (India’s National Association of Software and Service Companies).
Collaboration tools, web conferencing, and modern device management will see sustained growth in 2020-2021, fuelled by remote working, telehealth, remote learning, and virtual events.
A revamping of IT support services is needed in the era of remote work.
Adoption of as-a-service models, BYOD, and zero-touch deployments will require scaling up remote support capabilities leveraging artificial intelligence (AI), automation, self-help, and self-service. Enterprises need to adopt persona-based support services and focus on the user experience.
On-site support services such as walk-in desks and tech bars will be subdued for some time. As the use of Internet of Things (IoT) at workplaces is expedited post-COVID, on-site personnel can be re-skilled and redeployed.