Customer Experience Drives Workplace Decisions, ISG Research Finds

A majority of enterprises say customer experience drives their decisions on remote or hybrid work, according to new survey research from Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.

Eighty percent of respondents to the ISG Market Lens Future Workplace study said the end-customer experience is an important or very important factor in the decisions they make around remote and flexible working. Respondents also cited attracting the best talent (82 percent), employee mental health (81 percent), employee retention (81 percent) and employee productivity (80 percent) as factors.

The ISG study findings and other insights about the future of work will be discussed at the ISG Future Workplace Summit, May 13–14, at Convene 360 Madison in New York City. ISG advisors and analysts will be joined by executives from leading global companies to explore technological and cultural strategies for creating and sustaining a thriving and competitive workplace.

“The future workplace is all about experience,” said Mark Smith, partner, ISG Software Research, and host of the ISG Future Workplace Summit. “Our study results show that enterprises understand the imperative of delivering quality experiences to the end customer, which requires quality experiences for everyone in the enterprise. The challenge now is identifying, implementing and leveraging the technologies that can deliver those experiences to all stakeholders.”

The first day of the Summit will focus on platforms and applications that are shaping the digital workplace and will include ISG expert-led sessions on the impact of AI and IT on workplace productivity.

On day one, Jeff Martin, vice president of workplace experience at Wells Fargo; Michelle Tran, founding partner of Crest Collective; Brooke Menchaca, director of talent acquisition at Harbor Freight Tools, and Danielle Farage, founder and Gen Z Expert at happi@work, will participate in a panel discussion, “Bridging the Digital Generational Gap,” to share lessons on uniting generations in technology adoption.

The first day of the event also will include the ISG Startup Challenge, featuring Julian Ginsberg, CEO of AI-powered networking platform Tapply Inc.; Joseph Zarb, president of cloud-based channel execution sales platform Selgine; Erick Pringle, builder, Kognitos, which translates business logic into machine language, and Nachi Junankar, CEO and founder, Avrio AI, Inc., an AI-powered recruiting and hiring platform. The four entrepreneurs will pitch their innovative solutions to an event audience that will vote on which technology they would implement in their own organizations. Judges Leonard Rodman, AI influencer, Rodman.ai, and Mindy Anderson, founder and CMO, fractional CMO provider I Breathe Marketing, will question the contestants.