In today’s fast-paced and technology-driven world, Digital Workplace services are often misconstrued as mere commodity offerings. These services are frequently associated with basic support functions, such as Service Desk (SD) or Onsite Support (OSS), which constitute only around 30% of what the digital workplace delivers.
As Nitin Gupta, AVP and Head, Digital Workplace Business for EMEA & APAC at HCLTech, suggests, this perception stems from a limited understanding of the true value and potential of Digital Workplace services. These services go far beyond just troubleshooting technical issues — they are integral to driving employee productivity, enhancing overall experience and ensuring the business thrives in an increasingly digital environment.
The evolving role of Digital Workplace services
As businesses adapt to hybrid and remote working environments, the role of Digital Workplace services has expanded significantly. Today's workforce demands flexibility, seamless connectivity and the ability to collaborate across digital platforms. Digital Workplace services are at the forefront of meeting these demands by providing a fully integrated ecosystem that supports employee experience and productivity.
Gartner’s 2024 Digital Worker survey found that over 60% of employees are streamlining work with basic automation and using analytics to build customized dashboards to support business decisions. Effectively, productivity is being enhanced by Digital Workplace services that allow the workforce to integrate and adopt different tools.
Research from MIT also highlights that generative AI can improve a highly skilled worker’s performance by nearly 40% compared with workers who don’t use it. Gupta stresses that while Digital Workplace services often act as the “firefighters” during technical disruptions, their value extends much further. They serve as the “Voice of Employee,” continuously gathering feedback to monitor employee satisfaction and ensuring that technology is effectively supporting their tasks. This feedback loop is essential, as it enables IT and business teams to identify potential bottlenecks, address pain points and adjust resources accordingly. This aspect of Digital Workplace services is not just about troubleshooting — it’s about listening to employees and adapting to their needs in real-time.
Employee experience: The heart of Digital Workplace services
A recent report from Gartner found that those who report being energized and excited about their work are 31% more likely to stay at their organization, 31% more likely to go above and beyond (discretionary effort) and 15% more likely to contribute more.
As businesses continue to invest in digital transformation, the need to create an environment where employees feel supported, empowered and engaged has never been more critical. Digital Workplace services play a key role in this by ensuring that employees have access to the right tools, devices and support systems to succeed.
Gupta emphasizes that these services act as strategic partners with HR in managing and enhancing the overall employee experience. For example, during the pandemic, Digital Workplace services were pivotal in enabling “quick remote work at scale.” They ensured that employees had the necessary technology to stay productive and connected, a task that was far more complex than simply issuing laptops.
“Digital workplace services are the partners of choice with HR in managing and enhancing the overall employee experience. Whether it’s enabling remote work during the pandemic or ensuring that employees have the tools to work seamlessly, these services are crucial to employee experience. They are not just ‘fixers’ but partners who help HR drive broader employee engagement and satisfaction,” says Gupta.
Predictive, proactive and preventive: The future of Digital Workplace services
The next phase of Digital Workplace services will be defined by their ability to anticipate challenges before they arise. As AI technologies evolve, these services are increasingly adopting a predictive and preventive approach, identifying issues before they impact productivity. This shift is crucial for maintaining high levels of employee satisfaction and minimizing downtime.
For instance, AI-powered Digital Workplace services can predict when a device is likely to fail or when a software update may cause issues, allowing for proactive interventions that prevent disruptions and increase productivity.
Additionally, “the human aspect of Digital Workplace services — empathy, collaboration and support — will remain key” even as AI takes on more routine tasks, according to Gupta. Employees still value human touch when it comes to complex issues and the future of Digital Workplace services is one where AI and human collaboration will be essential in driving overall employee satisfaction.
Leveraging Digital Workplace services as a competitive advantage
The true value of Digital Workplace services lies in solving technical problems and driving business outcomes. By fostering an environment where employees are empowered with the right tools, supported by responsive IT services and able to collaborate seamlessly, organizations can achieve higher levels of productivity and engagement. As organizations continue to recognize the importance of Digital Workplace services, it becomes clear that these services are anything but a commodity — they are the backbone of employee experience and productivity.
“With the proliferation of AI and new technologies, human empathy and collaboration will evolve to be the greatest differentiators. Digital Workplace services will continue to be the key enabler in ensuring that employees are not only productive but also engaged, satisfied and supported,” concludes Gupta.
In today’s competitive landscape, the question is no longer whether to invest in Digital Workplace services, but how to leverage them to maximize employee satisfaction and business success. So, should organizations care? Absolutely — you should. Digital Workplace services are no longer just an IT function; they are a strategic enabler of employee experience and productivity, with a direct impact on your bottom line.
