Australian Firms Pursue AI-Enabled Workplace Transformation
Organizations integrate AI and hybrid work to improve employee experience and operational performance, ISG Provider Lens® report says
Australian organizations are integrating AI into the workplace while redesigning operating models to unite digital environments, physical offices and employee workflows into coordinated systems, 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 2026 ISG Provider Lens® Future of Work — Services report for Australia finds that the Australian digital workplace market is entering a new stage of maturity in which enterprises focus on sustained business outcomes more than technology deployment. Local conditions, including workforce dispersion and regulatory requirements, are increasing demand for resilient, standardized and scalable models that deliver consistent experiences across distributed operations.
"After rapidly adopting new technologies to enable remote work, Australian companies are now developing broad-based strategies for workplace optimization," said Michael Gale, partner and regional leader, ISG Asia Pacific. "Business success increasingly depends on delivering measurable improvements in productivity, employee experience and operational consistency."
Australian enterprises are embedding AI into collaboration platforms, service management systems and processes to automate routine activities, improve decision support and optimize workflows in real time. Many organizations are integrating AI into everyday business operations while preparing employees for the transition through skills development and responsible adoption practices. These efforts help companies support workforce readiness and realize long-term value from AI investments.
Hybrid work has become a structured operating model across Australia, prompting organizations to create experiences that are consistent regardless of employee location. Enterprises are aligning digital collaboration tools, work policies and physical office environments to support seamless ways of working. They are also placing greater emphasis on digital experience monitoring and experience-level agreements to measure productivity, engagement and service quality instead of relying only on traditional IT performance metrics.
Australian organizations are also simplifying complex technology environments by consolidating workplace platforms and reducing the number of service providers. At the same time, they are bringing together IT, HR, facilities and business operations to support strategies spanning collaboration, knowledge access and physical workspaces. This integrated approach improves scalability, reduces operational complexity and supports sustainable business performance, ISG says.
"The strongest workplace transformations combine technology with organizational readiness and disciplined execution," said Bruce Guptill, lead author of the report. "Service providers help enterprises connect strategy, implementation and ongoing operations so investments deliver measurable business outcomes."
The report also explores other trends affecting Australian digital workplace services, including growing emphasis on autonomous operations using predictive analytics and agentic AI and increasing attention to data sovereignty, security and sustainability in workplace strategies.
For more insights into workforce challenges faced by enterprises in Australia, along with ISG’s advice for overcoming them, see the ISG Provider Lens Focal Points briefing here.
The report evaluates 33 providers across four quadrants: Workplace Strategy and Enablement Services, Digital Workplace Operations and Support Services, AI-augmented Collaboration and Experience Services and Smart and Sustainable Workplace Services.
It names Capgemini, Fujitsu, HCLTech, Infosys, NTT DATA and TCS as Leaders in four quadrants each. Accenture and Kyndryl are named as Leaders in three quadrants each. DXC Technology and Wipro are named as Leaders in two quadrants each, and Brennan IT, Datacom, EY and KPMG as Leaders in one quadrant each.
In addition, Brennan IT, Cognizant, Data#3, Deloitte and Orange Business are recognized as Rising Stars — companies with a "promising portfolio" and "high future potential" by ISG’s definition — in one quadrant each.
In the area of customer experience, Infosys is named the global ISG CX Star Performer for 2026 among Future of Work (Workplace) - Services. Infosys earned the highest customer satisfaction scores in ISG's Voice of the Customer survey, which is part of the ISG Star of Excellence™ program, the premier quality recognition for the technology and business services industry.
The 2026 ISG Provider Lens Future of Work — Services report for Australia is available to subscribers or for one-time purchase on 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 and research, in-depth knowledge and governance of provider ecosystems, and the expertise of its 1,500 professionals worldwide working together to help clients maximize the value of their technology investments.
View source version on businesswire.com: https://www.businesswire.com/news/home/20260722586131/en/
Press:
Laura Hupprich, ISG
+1 203-517-3132
laura.hupprich@isg-one.com
Erik Arvidson, Matter Communications for ISG
+1 978-518-4542
isg@matternow.com