1、DIGITAL WORKPLACE SERVICES THE NEED TO HUMANIZE EXPERIENCES 2|DIGITAL WORKPLACE SERVICES THE NEED TO HUMANIZE EXPERIENCESExternal Document 2024 Infosys LimitedContentsDIGITAL WORKPLACE SERVICES THE NEED TO HUMANIZE EXPERIENCES|3External Document 2024 Infosys LimitedTime to go AI-first 6Digital colla

2、boration 9Workplace security and user privacy 13Employee experience platforms 15Unified communications and contact center as a service 17Connected workspaces 19Service desk and experience 21Digital learning 23Digital employee experience management 25Advisory council 27Contributors 27The world of wor

3、k is undergoing a seismic shift,thanks to rapid technological changes and evolving societal expectations.While enterprises integrate generative AI responsibly to become AI-first,human-centricity remains central for improving employee experiences.4|DIGITAL WORKPLACE SERVICES THE NEED TO HUMANIZE EXPE

4、RIENCESExternal Document 2024 Infosys LimitedDIGITAL WORKPLACE SERVICES THE NEED TO HUMANIZE EXPERIENCES|5External Document 2024 Infosys LimitedThe rapid pace of change at work,from hybrid and the growth of the gig economy to transformative new technologies,means organizations face the dual challeng

5、e of maintaining productivity and fostering innovation.To deal with these challenges and adopt to an evolving workforce,organizations must prioritize a human-centric approach.This involves creating inclusive workplaces that support mental and physical wellbeing,offering flexible work arrangements,an

6、d investing in continuous learning and development.Emphasizing employee engagement,diversity,and a strong organizational culture are also crucial to attract and retain talent.Generative AI plays a pivotal role in this transformation.It unlocks employee potential by personalizing skill development,fo

7、stering creativity,and enhancing decision-making capabilities.This not only improves employee experiences but also contributes to the development of smart,sustainable spaces in AI-first organizations.These spaces are designed to adapt to employees needs,optimize resource usage,and promote a healthie

8、r,more efficient work environment,aligning with long-term sustainability goals.The Infosys Knowledge Institutes Future of Work report identifies key challenges and strategic priorities toward digital adoption.Survey respondents highlighted collaboration as a critical challenge in adapting to hybrid

9、work environments and emphasized automation and workflow digitization as their next major priorities.That report also underscores the significant impact of training on digital adoption.However,it is equally important to address ethical considerations and ensure that these technologies are implemente

10、d responsibly.Balancing technological advancements with human values is essential for building a sustainable and resilient workforce that can thrive in a changing landscape.Figure 1:Humanize workplace experiences for an AI-first enterpriseWorkWorkspaceWorkforceHumanexperienceHybrid and digital AI-fr

11、st experiences and processes AI in the fow AI embedded in systemsConnected and greenSmart sustainablespacesAgile and diverse Human+AI assistants AI-frst skills and roles Talent transformationSource:Infosys6|DIGITAL WORKPLACE SERVICES THE NEED TO HUMANIZE EXPERIENCESSExternal Document 2024 Infosys Li

12、mitedTime to go AI-first Each phase of workplace transformation brings challenges and opportunities.Horizon 1(H1)marked the onset of digital transformation in the workplace,laying the foundation for enhanced operational efficiency and connectivity.Transitioning into horizon 2(H2),the focus expanded

13、to hybrid work,phygital(physical and digital),connected and sustainable workspaces,gig economy,and agile workforce management,with a focus on human-centricity.These solutions also facilitated inclusivity,employee wellbeing,and safety to ease the return to office after the pandemic.Digital dexterity,

14、adoption,and change management became crucial to keep the workforce nimble.Looking ahead to horizon 3(H3),organizations must now embrace an AI-first approach to further enhance productivity,amplify human-centric experiences,and democratize innovation.With the rise of generative AI and the consumeriz

15、ation of the workplace,organizations offer personalized digital experiences,streamline operations,facilitate knowledge access,and improve decision-making with faster data analysis and real-time insights.Central to this evolution is the principle of responsible implementation,ensuring that AI-driven

16、advancements prioritize ethics and sustainability in the workplace.Enterprises leverage generative AI in a range of ways to boost productivity,from using Copilot to summarizing meetings and documents to intelligent automation,as the Infosys Knowledge Institute found in its Generative AI Radars.Enter

17、prises also elevate employee experience through hyperpersonalization with natural language processing(NLP),digital assistance support,and innovative work methodologies.By democratizing innovation,employees can test ideas,experiment,and create prototypes with AI integration,thus making way for agile

18、processes and gaining actionable insights from knowledge mining.By the time an organization reaches H3,it should have fully transitioned into an AI-first business,fundamentally transformed through the strategic and innovative use of generative AI.DIGITAL WORKPLACE SERVICES THE NEED TO HUMANIZE EXPER

19、IENCES|7External Document 2024 Infosys LimitedSource:InfosysFigure 2:Evolution from H1 to H3H1-Digital workplaceH2-Hybrid workplaceH3-AI-frst workplaceDevice infraand life cyclemanagementDigitalcollaborationUnifedcommunicationsand contactcenterConnectedworkspacesWorkplacesecurity anddata privacyServ

20、ice deskEmployeeexperienceplatformsDigital learning End-user computing On-premises managed endpoints Virtual desktop infrastructure Application packaging and distribution Persona-based DaaS Cloud/comanaged endpoints Cloud virtual desktops Enterprise app store and self-servicing Device circularity an

21、d sustainable DaaS AI-powered endpoints(self-heal,Copilot)Cloud PC/PC as a service Integrated SAM and HAM Cloud collaboration suite Collaborative apps and chat-based interfaces Document and information management Hybrid and intelligent collaboration Visual and team collaboration with digital whitebo

22、ards Digital knowledge management AI-powered collaboration Collaborative workfow automation Intelligent knowledge networks(Digital Brain)Telephony and voice over internet protocol services IVR-based contact center solutions Traditional skill/queue-based routing in contact center Building and facilit

23、y management Standalone solutions for access,physical security and visitor management Tech bars and service centers Secure on-premises workplace Endpoint protection platforms for endpoint security VPN-secure web gateway for network security Threat monitoring through log aggregation and security info

24、rmation and event management Single sign-on and access control list for user access management Traditional service desk through phoneand email IVR and call routing Intranet applications and web portals with user experience focus Single sign-on and role-based access control Integrated systems(datafow

25、)Learning content management platforms Online or classroom training Unifed employee experience platforms with human-centric experience and omnichannel Hyperpersonalized and multifactor authentication(MFA)Automated employee and HR workfows Digital learning platforms with personalized and role-based l

26、earning paths Interactive learning Learning analytics and gamifcation AI-assisted learning platform with hyperpersonalized delivery,summarization,and recommendations Generative AI led experiential learning with adaptive learning style Agent assistant for trainers in content creation and learning del

27、iveryDigitalemployeeexperiencemanagement Employee survey tools DEX management tools for each device,network and connectivity,security,and digital collaboration Workplace analytics,self-heal and automations Next-generation observability and integrated employee experience management Real-time insights

28、 and cognitive actions for employee experience management Digital multichannel support and persona-driven service desk Conversational AI with enhanced self-service and self-healing capabilities Language neutralization for nonvoice contact AI-frst zero-touch service desk and experience management Gen

29、erative AI-based virtual agent(NLP)and agent assist features Language independent service desk with real-time language translation across channels AI and digital assistant-powered employee experience platforms with extended reality AI-frst process Wellbeing and sustainability Zero-trust enabled hybr

30、id workplace EDR for endpoint security Cloud VPN for network security Threat monitoring through user and entity behavioral analytics,endpoint forensics SAML,IDaaS,and MFA Cognitive and converged security AI/ML-based extended detection and response(XDR)for endpoint security ZTNA and SASE frameworks f

31、or network security Advanced threat analytics and security Copilot for threat monitoring and response Password-less/biometric authentication for user access management Smart spaces(focus on employee experience,sustainability)Integrated workplace management systems Walk-in kiosks,smart lockers,digita

32、l classrooms for training Connected and hybrid workspaces Seamless smart access to facilities using advanced biometric Digital twins,virtual tech bars with AR/VR and digital assistants Knowledge assistant on the wheels Cloud voice and UCaaS CCaaS with chatbots and agent assist Mixed reality for inte

33、grated communication and collaboration Generative AI-based virtual agent and real-time agent assist Integrated UCaaS,CCaaS,and CPaaS8|DIGITAL WORKPLACE SERVICES THE NEED TO HUMANIZE EXPERIENCESSExternal Document 2024 Infosys LimitedFigure 3:Key trends across digital workplace services subdomainsTren

34、d 1.Digital assistants boost productivityTrend 2.Intelligent knowledge networks empower content managementTrend 3.Organizations shift toward sustainable hardware approaches Trend 4.Intelligent,responsive AI-driven applications draw interestTrend 5.Integrated data security solutions gain popularityTr

35、end 6.Zero trust and SASE together establish a perimeter-less workplace Trend 7.Firms advance to unifed,human-centric,mobile-frst employee experienceTrend 8.AI-driven employee experience gains momentumTrend 9.Generative AI enhances real-time communication as a native and service oferingTrend 10.Hype

36、rpersonalized self-service reduces labor costs for contact centersTrend 11.Conventional ofce designs undergo modernizationTrend 12.Smart technologies emerge for sustainable operations Trend 13.Generative AI-powered virtual assistants enhance customer experienceTrend 14.Digital assistants transform a

37、gent experienceTrend 15.Generative AI to hyperpersonalize learning at scaleTrend 16.Generative AI breaks distance barriers and enables learning inclusivityTrend 17.Workplace transforms toward unifed DEX Trend 18.Integrated experience management becomes increasingly relevantDigital collaborationDevic

38、e infra and lifecycle managementWorkplace securityand user privacyConnected workspacesService desk andexperienceDigital employeeexperiencemanagementDigital learningEmployee experienceplatformsUnifed communicationsand contact centeras a serviceSource:InfosysDIGITAL WORKPLACE SERVICES THE NEED TO HUMA

39、NIZE EXPERIENCES|9External Document 2024 Infosys LimitedAs hybrid working continues to evolve,a key challenge is declining employee productivity as enterprises struggle to optimize hybrid,balancing employee experience,productivity,and connectedness.Next-generation AI tools can help by offering tools

40、 tailored to digital collaboration.These tools offer informed decision-making within teams through predictive analysis,automation of repetitive tasks,and seamless collaboration across distributed teams,transcending language and location barriers.Trend 1:Digital assistants boost productivityAI-powere

41、d assistants can address issues such as communication and collaboration gaps,information misinterpretation,inefficient time management,and Digital collaborationA leading agricultural machinery manufacturer partnered with Infosys to improve workforce productivity.The company deployed AI assistants to

42、 automate mundane and repetitive tasks,relieving administrative burdens and enhancing productivity and efficiency of individuals and teams.constant distractions.These user-centric tools can help prioritize workload,personalize interactions,handle repetitive tasks,and learn from customer interactions

43、,thus boosting employees productivity.10|DIGITAL WORKPLACE SERVICES THE NEED TO HUMANIZE EXPERIENCESSExternal Document 2024 Infosys LimitedA global mining company partnered with Infosys to migrate its content from legacy tools to cloud,enabling the use of generative AI to establish a modern knowledg

44、e management system.This system,powered by automated metadata extraction and tagging,makes it easier for users to retrieve and act on information,regardless of shifts in organizational structure.This relies on established standards and secure governance.Trend 2:Intelligent knowledge networks empower

45、 content managementGenerative AI tools can help enterprises organize and mine their existing content for insights,making it easier for employees to interrogate both the content and its metadata so that they can explore the organizations knowledge graph more effectively.We expect this trend to contin

46、ue,and for it to foster a culture of continuous learning.DIGITAL WORKPLACE SERVICES THE NEED TO HUMANIZE EXPERIENCES|11External Document 2024 Infosys LimitedDevice infra and life cycle managementA growing focus on sustainability is driving a shift to renewing rather than replacing devices,focusing o

47、n refurbishing and extending their lifespan to minimize waste.AI-powered intelligent device management has transformed how devices are handled,utilizing AI and machine learning(ML)to deliver predictive maintenance and anomaly detection for anticipating issues,automated software updates for seamless

48、deployment,and self-healing capabilities for continuous performance monitoring and automatic adjustments.Trend 3:Organizations shift toward sustainable hardware approaches Sustainable hardware is central to organizational strategies.Pure device as a service(DaaS),which includes comprehensive device

49、life cycle management,has become standard practice.Organizations are now embracing ecofriendly practices throughout the hardware life cycle,from procurement to disposal.This approach is crucial for enterprises aiming to lower emissions and achieve net-zero targets.Enterprises committed to ESG princi

50、ples,such as Infosys,have established a circular economy framework.This includes global supply chain access to fulfill extended producer responsibility,circular product design,digital tools for circular practices,performance measurement,learning platforms for sustainable solutions,reverse logistics

51、for waste return and recycling,and carbon and environmental footprints to support sustainable business practices.Trend 4:Intelligent,responsive AI-driven applications draw interestAI can analyze user requirements and optimize device settings and resources through intelligent provisioning,where user

52、behavior analytics and personalization tailor device experiences based on individual preferences and usage patterns.AI also detects threats,anomalies,and policy violations,initiating appropriate response actions.While some of these capabilities are evolving,they enable 12|DIGITAL WORKPLACE SERVICES

53、THE NEED TO HUMANIZE EXPERIENCESSExternal Document 2024 Infosys Limitedmore efficient operations,improved security,and enhanced user experiences by minimizing manual efforts,reducing downtime,and optimizing device performance and configurations throughout the device life cycle.A new generation of co

54、mputing devices equipped with dedicated neural processing units(NPUs)handle computationally intensive tasks associated with AI workloads,such as deep learning,computer vision,and NLP.These devices boost productivity by managing edge computing,content creation,gaming,and scientific research.They enab

55、le advanced AI capabilities at the edge,streamlining tasks such as rendering,AI model training,immersive gaming experiences,and accelerated scientific simulations.Access global supply chains to achieve extended producer responsibilityMeasure carbon and environmental footprints for sustainable busine

56、ss practicesCreate a digital toolkit to identify,adopt,and measure the performance of circular practicesEstablish learning platforms to train talent in green technology and sustainable solutionsEnable reverse logistics to return waste to manufacturers for recyclingAdopt circular design principles fo

57、r products,services,and supply chainsCircular economy ecosystemSource:InfosysFigure 4:Infosys framework for circular economy ecosystemDIGITAL WORKPLACE SERVICES THE NEED TO HUMANIZE EXPERIENCES|13External Document 2024 Infosys LimitedWorkplace security and user privacy A digital workplace enables ef

58、fective and collaborative work practices that boost productivity,workforce engagement,and flexibility.It aims to align physical and virtual experiences for employees,whether theyre working remotely or in office.However,security threats also intensify with digital advancements.One key defense strateg

59、y is zero trust,which enterprises should enforce.This allows for identity management via conditional access and limited privileges,in addition to other strategies including secure and integrated data life cycle management,audit trail capabilities,and adherence to regulatory standards.The zero-trust

60、aligned secure access service edge(SASE)framework addresses security challenges arising from applications deployed outside enterprise data centers,and sensitive data stored across multiple cloud services,and users connecting from outside the perimeter via a range of devices.SASE bundles zero trust n

61、etwork access(ZTNA),next-generation firewall(NGFW),cloud access security broker(CASB),and other security services with network services such as software-defined wide area networking(SD-WAN),WAN optimization,and bandwidth aggregation,to deliver a cloud-native security platform.Trend 5:Integrated data

62、 security solutions gain popularityCompanies are going digital faster than ever,with Microsoft and Google being prominent players in this transformation.However,the rise of borderless workplaces has heightened concerns about data security and privacy,emphasizing the need for robust security measures

63、.Central to data security is data classification,categorizing data by sensitivity.Enterprises use protection services across platforms like email,cloud apps,and devices.Integrated solutions manage the entire data life cycle,from classification to secure disposal.14|DIGITAL WORKPLACE SERVICES THE NEE

64、D TO HUMANIZE EXPERIENCESSExternal Document 2024 Infosys LimitedAn Australian mining company partnered with Infosys to deliver an SASE solution using Palo Alto Prisma Access.This allowed the enterprise to deliver a zero-trust security architecture,ensuring secure access for 15,000 global users acros

65、s client headquarters,branch offices,and mobile locations.The solution provides secured access to cloud and data center applications across five data centers,130 remote networks(branch offices),and the internet.By replacing legacy VPNs,the company established secure workplace connectivity with low l

66、atency and high resilience.Microsoft 365s security stack comprising Microsoft Information Protection,O365 Data Leakage Prevention,Microsoft Defender for cloud apps,and BitLocker provides comprehensive protection across Office365,Windows 10/11,MS Teams,SharePoint Online,and Exchange Online.By adoptin

67、g these measures,organizations can safeguard data while enabling seamless collaboration and productivity.A German specialty chemicals company partnered with Infosys to secure its digital workplace with a unified data protection system.They aimed for unified data classification,labeling,encryption,an

68、d protection across user devices and applications.Infosys helped the firm implement a zero-trust framework for over 20,000 endpoints,ensuring critical data security throughout the life cycle of the device.Trend 6:Zero trust and SASE together establish a perimeter-less workplace Enterprises increasin

69、gly transition from traditional virtual private networks(VPNs)to ZTNA for its flexibility and enhanced security.However,this shift toward a more mobile and cloud-centric workforce amplifies complexity,putting enterprises and stakeholders at risk.Enterprises have isolated processes for networking-and

70、 security-related functions,creating inefficiencies and preventing an end-to-end view.To address these complexities,enterprises are increasingly adopting a zero-trust architecture within the SASE framework.SASE simplifies security by moving controls closer to users and data(the“edge”),replacing lega

71、cy network technologies.This“as a service”model delivers several benefits,including improved return on investment(ROI),stronger security,and reduced complexity.As a result,many organizations are embracing SASE and implementing modern security solutions like ZTNA and CASB.DIGITAL WORKPLACE SERVICES T

72、HE NEED TO HUMANIZE EXPERIENCES|15External Document 2024 Infosys LimitedEmployee experience platforms Contrary to traditional views,trust is not merely a soft skill.Our research demonstrates a clear correlation between employee wellbeing and positive responses when companies prioritize their needs.H

73、owever,established methods for fostering trust and engagement are proving inadequate in the contemporary cloud-and AI-driven era.Enterprises have transformed their systems,processes,and tools to best suit employees living and working in a digital and flexible age.However,the workforce is now scatter

74、ed and,with structures such as gig-economy,hybrid and remote working,employees are less connected to their workplaces.This shift in how we work demands unified experience platforms crucial to enable seamless interaction.As our Tech Navigator Report emphasizes,organizations must create efficient and

75、user-friendly digital experiences that emotionally connect and engage employees.Many organizations also aim to integrate AI-based solutions into their employee experience strategies to complement existing solutions.Trend 7:Firms advance to unified,human-centric,mobile-first employee experienceEmploy

76、ee experience transformation focuses on six key pillars:human centricity(adopting a human-led approach),unification(implementing a central platform to drive engagement),inclusivity(removing traditional accessibility barriers),hyperpersonalization(driving engagement with contextualized experiences),t

77、ransparency(involving employees in the journey),and measurability(uniting employees through shared successes).16|DIGITAL WORKPLACE SERVICES THE NEED TO HUMANIZE EXPERIENCESSExternal Document 2024 Infosys Limitedand unstructured data into findable and actionable knowledge to support the user accordin

78、g to their needs.As workplaces advance toward H3,tools will evolve from collaboration between humans and digital bots,to using digital avatars and AI assistants to enhance human potential and thrive in todays competitive AI-enabled world.A Middle East city-state organization sought a new employee ex

79、perience application but could not find a suitable platform.Partnering with Infosys,the firm designed and built a solution that transformed the office into a tool supporting productivity and effectiveness,and created a space where employees want to engage daily.Trend 8:AI-driven employee experience

80、gains momentumEnterprises are looking to create AI-first experiences that place the employee at the center,responding to their questions and helping them with their tasks.Intelligent knowledge networks turn structured For a leading Middle East oil and gas company,Infosys is developing an AI-driven e

81、xperience solution with digital assistants.This tool will enhance the employee experience journey from hire to retire,ensuring seamless integration and personalized support across all career stages.DIGITAL WORKPLACE SERVICES THE NEED TO HUMANIZE EXPERIENCES|17External Document 2024 Infosys LimitedA

82、European luxury automotive company partnered with Infosys to develop a customized unified communications solution for cross-geography collaboration.The solution features live language transliteration,enhancing communication within a diverse R&D team.Hosted on Azure,it uses Azure Cognitive Services,A

83、zure OpenAI APIs,MS Graph and Communications APIs,and MSTeams.Unified communications and contact center as a service As enterprises move to H3 and seek to build human-centric workplaces,they must also consider how they build and deploy their employee support systems.The focus is shifting from standa

84、lone solutions to unified platforms that facilitate collaborative workplaces.This is also where building an AI-first services comes into play:AI proactive monitoring and self-healing back-end systems help ensure high availability.Legacy on-premises telephony-based contact center technologies are bec

85、oming outdated,creating opportunities for modernization into software-defined,AI-enabled customer enhancement centers.The contact center market is expected to grow from$42.6 billion to$173.9 billion by 2030.Cloud solutions enable seamless omnichannel interactions and allow people to work from anywhe

86、re and access comprehensive support from a single platform,irrespective of their needs.Trend 9:Generative AI enhances real-time communication as a native and service offeringReal-time video and voice calls,both one-on-one and multiparty,are key components of unified communications as a service(UCaaS

87、)and contact center as a service(CCaaS).Recent advancements in AI have significantly enhanced user experiences and revenue generation.These resources are available as a service,driving bespoke solutions tightly integrated with communication channels.Key features include live transliteration and tran

88、slation for seamless communication,session summaries for stakeholders and analytics,and next-generation user experiences with AI-powered personalization and virtual presence.18|DIGITAL WORKPLACE SERVICES THE NEED TO HUMANIZE EXPERIENCESSExternal Document 2024 Infosys LimitedTrend 10:Hyperpersonalize

89、d self-service reduces labor costs for contact centersConversational AI automates customer interactions in contact centers through chatbots:By 2026,these AI deployments are expected to reduce labor costs by$80 billion,with 85%of service interactions becoming virtual,according to Gartner.Large langua

90、ge models(LLMs)enhance self-service experiences by providing creative,personalized,and human-like responses.These allow conversational bot assistants to adapt proactively,with minimal human intervention.Currently,only one-third of contact centers deliver real omnichannel experiences.However,the rise

91、 of multimodal AI in 2024 will help businesses deliver a more consistent experience across channels.Additionally,multimodal solutions will allow companies to create bots and virtual agents that are more intuitive,creative,and dynamic.Enterprises should leverage AI advances to develop self-service bo

92、ts that can function across the business,drawing on both historical and current knowledge from various areas.These advanced assistants will facilitate greater self-service for employees,reducing the need for human agents and thereby lowering costs.A large US communications provider partnered with In

93、fosys to develop personalized conversational self-service bots using Google Dialogflow and a generative AI LLM.These bots helped improve self-service for billing inquiries and reduce call transfers to human agents,decreasing agent labor costs and the total cost of ownership.DIGITAL WORKPLACE SERVICE

94、S THE NEED TO HUMANIZE EXPERIENCES|19External Document 2024 Infosys LimitedConnected workspacesHybrid working requires employees to plan office visits,necessitating solutions like space booking and smart access management for a seamless experience.Connected workspaces are evolving with sustainabilit

95、y goals.Our survey shows 59%of managers and executives now work flexibly or remotely,with 73%expecting this trend to grow.Hybrid working designs focus on enhancing in-office collaboration.In response to higher focus on carbon emissions,organizations are assessing their premises offices,warehouses,an

96、d stores which collectively contribute up to 40%of their total emissions.Traditionally managed in isolated silos,building subsystems such as heating,ventilation,air conditioning,lighting,and elevators are increasingly interconnected.This integration centralizes data across building portfolios,enabli

97、ng data-driven insights for optimization,benchmarking,and analytics.These efforts aim to minimize energy,water,and utility consumption.Trend 11:Conventional office designs undergo modernization To facilitate collaboration among teams,offices should be designed with agile spaces that encourage formal

98、,informal,and remote interactions.Design elements like studios and caf-style seating enhance creativity and teamwork.Organizations can leverage data analytics and real-time sensor technology to maximize space utilization,optimize building operations,manage energy usage efficiently,and enhance the ov

99、erall office experience for employees.20|DIGITAL WORKPLACE SERVICES THE NEED TO HUMANIZE EXPERIENCESSExternal Document 2024 Infosys LimitedA global social networking leader collaborated with Infosys to enhance space utilization and workplace planning by organizing,analyzing,and visualizing data.The

100、solution offers insights for better space optimization,healthier spaces,and improved user experiences across multiple campuses.It features Azure indoor mapping,building occupancy,acoustic,and environmental monitoring.Key benefits include a centralized dashboard for facility managers,data-driven deci

101、sion-making,a data lake for predictive analytics,and a scalable architecture for adding sensors.Trend 12:Smart technologies emerge for sustainable operationsTodays businesses leverage smart technologies like energy utilization dashboards,smart lighting,and real-time monitoring to pursue carbon neutr

102、ality.They integrate these tools for energy forecasting and operational optimization.IoT-connected building assets provide ongoing health updates,while technicians equipped with AR/VR tools swiftly diagnose and resolve issues.Sustainable building practices play a pivotal role in decarbonization effo

103、rts,offering substantial financial benefits through reduced costs.A global financial institution partnered with Infosys to develop energy dashboards.Infosys helped implement smart lighting,smart utilities,energy consumption dashboards,automatic environmental control,and real-time monitoring of opera

104、tional assets.This led to energy savings of 10%to 30%,optimized resource usage,improved employee productivity and experience,and ensured 100%business continuity.DIGITAL WORKPLACE SERVICES THE NEED TO HUMANIZE EXPERIENCES|21External Document 2024 Infosys LimitedService desk and experience Modern busi

105、nesses require advanced IT service desks that integrate support across multiple channels,leveraging AI for process automation.Transitioning from traditional process-based service level agreements(SLAs)to experience level agreements(XLAs)that focus on user experience helps businesses effectively mana

106、ge user expectations.This shift supports the creation of more human-centric organizations.Furthermore,modern service desks continuously monitor device and application performance,proactively identifying and addressing issues before users even notice them.Additionally,these tools enhance workplace cu

107、lture by automating routine tasks like password resets,allowing service desk personnel to focus on resolving complex issues and utilizing their expertise effectively.Trend 13:Generative AI-powered virtual assistants enhance customer experienceVirtual assistants are favored by business leaders and on

108、line organizations,yet they face limitations.Ongoing innovation is steadily overcoming these challenges.According to our analyst interactions and market research,virtual agents redirect between 25%and 35%of contact volumes to other channels and automate resolutions for 12%to 15%of straightforward qu

109、eries.This trend underscores the need for an operational model shift focused on enhancing user experiences.It demands seamless coordination and prompt decision-making among client IT teams,information security teams,and business units to meet evolving customer and industry demands.A British multinat

110、ional consumer goods company,with 60%of its service desk contacts on the voice channel,partnered with Infosys to implement an end-to-end chat-based virtual assistant.This helped the organization reduce voice contacts to under 8%and automate 25%of chat volumes via virtual assistant,enhancing their cu

111、stomer satisfaction score.22|DIGITAL WORKPLACE SERVICES THE NEED TO HUMANIZE EXPERIENCESSExternal Document 2024 Infosys LimitedTrend 14:Digital assistants transform agent experienceGenerative AI-powered digital assistants can deliver richer and better experiences for users by mining past and current

112、 interactions and providing next best actions.Agents need not read through and interpret lengthy process documents;instead,AI provides resolution steps to agents,boosting productivity,learning accessibility,and success rates.With access to a 360-degree customer view,omnichannel context passing,and d

113、igital nudges for cross-selling or upselling,agents achieve higher accuracy and customer satisfaction scores.Our research found that generative AI helps agents with quicker responses and reduces handling time by at least 20%.This improvement in efficiency also increases end-user satisfaction by 10 t

114、o 15 basis points,impacting metrics such as mean time to resolve,first A multinational infrastructure consulting firm partnered with Infosys to enhance IT service desk delivery.By implementing the agent assist feature for their service desk agents,the firm achieved significant results:a 20%reduction

115、 in average handling time,a 70%decrease in repeat issues,and a 15-point increase in end-user satisfaction.call resolution,and hold time.Enterprises adopting this model also need to focus on seamless integration,training and adoption,continuous monitoring and optimization,and scalability.DIGITAL WORK

116、PLACE SERVICES THE NEED TO HUMANIZE EXPERIENCES|23External Document 2024 Infosys LimitedDigital learningEmerging technologies,new delivery models,changing talent demographics,and geopolitical challenges are reshaping businesses.This in turn means they have to focus on their talent models,understand

117、the technical skills they need as they undergo transformation to a human-centric,AI-led organization.A key approach here is upskilling existing employees,making digital learning a strategic focus.Organizations worldwide now establish talent transformation platforms for immersive,personalized,and eng

118、aging learning experiences for their workforce.These platforms make learning convenient,relevant,gamified,and insight-driven,removing barriers to development.Trend 15:Generative AI to hyperpersonalize learning at scaleOrganizations are scaling learning efforts while deploying hyperpersonalization,em

119、bedding generative AI in digital learning systems to transition into AI-first entities.Developing AI skills marks a crucial shift from AI consumers to creators,essential as AI proficiency becomes vital across all roles.At Infosys,with over 250,000 employees now certified as generative AI-aware,this

120、ensures that every employee,regardless of their professional background,is equipped to thrive in an AI-augmented workplace.Infosyss virtual learning assistant offers flexible avatars,diverse learning styles,and native language translations.Infosys has also created a rover-based virtual assistant(cal

121、led Knowledge Assistant on Wheels)that interacts with employees across the campus to solve their queries.Trend 16:Generative AI breaks distance barriers and enables learning inclusivityBy providing educational opportunities to all segments of society,we pave the way for a more equitable and knowledg

122、eable future.This effort bridges the educational divide,empowering individuals with the skills and knowledge needed to succeed in a rapidly changing world.Generative AI transforms this initiative by personalizing learning experiences,adapting to 24|DIGITAL WORKPLACE SERVICES THE NEED TO HUMANIZE EXP

123、ERIENCESSExternal Document 2024 Infosys Limitedindividual needs,and providing access to high-quality educational resources regardless of location.It also facilitates real-time translation and interactive learning,making education more accessible and engaging for diverse learners.Infosys Springboard,

124、a digital learning platform,empowers people,communities,and society with skills and has around 7.5 million learners,of which 30%are women.Infosys Springboard Lab on Wheels is a classroom in a mobile classroom with trainers and STEM learning kits,promoting education in remote areas of India.It houses

125、 3D printers and Industry 4.0 aligned experiment kits.In network challenging areas,Infosys Springboard Raspberry Pi device provides content to learners.DIGITAL WORKPLACE SERVICES THE NEED TO HUMANIZE EXPERIENCES|25External Document 2024 Infosys LimitedFor a large UK-based consumer goods company,Info

126、sys has built an end-user experience management dashboard.This dashboard aggregates and correlates data from DEX,Microsoft 365 Analytics,ServiceNow,Happy Signals,HR IT,and enterprise systems,utilizing an analytics engine,data lakes,and APIs.It enables experience measurement,insights,and remedial act

127、ions to elevate employee experiences.Digital employee experience management In todays digital landscape,companies prioritize digital employee experience(DEX)management.They take a systematic approach,looking at each stage of an employees journey,from onboarding to daily tasks to career development.T

128、hey aim to gain insights into what factors contribute to employee satisfaction and productivity.This involves not just examining work tasks but also understanding how employees feel about their workplaces,their colleagues,and the tools they use.The goal is to foster an environment where employees fe

129、el valued,engaged,and empowered to perform their best.Trend 17:Workplace transforms toward unified DEX This approach measures experience metrics across the enterprise by capturing,correlating,and interpreting real-time data from end-user tools,systems,and processes.The respective metrics of each exp

130、erience indicator combine to form the eventual XLAs scorecard,visualized via XLA dashboards.These dashboards provide immediate insights into daily and weekly experience scores,highlighting end-user friction points and problem areas.Trend 18:Integrated experience management becomes increasingly relev

131、antCreating and driving better workplace experiences is a collective organizational responsibility.This critical 26|DIGITAL WORKPLACE SERVICES THE NEED TO HUMANIZE EXPERIENCESSExternal Document 2024 Infosys Limitedtask impacts each employee and requires unified ownership and accountability to align

132、everyone with a shared vision,priorities,and experience language.The experience management office(XMO)is increasingly relevant in shaping a human-centric future workplace.It comprises dedicated individuals who oversee and drive the digital workplace experience.The XMO helps organizations achieve the

133、ir objectives through:Strategy and governance:Owning,managing,aligning,and reporting on the overall workplace experience.It drives integrated experience initiatives and programs.Measurement:Continuously collecting,monitoring,and managing data to measure performance against experience level agreement

134、s(XLAs),assessing solution efficacy,and identifying pain points.Insights and actions:Interpreting data to identify challenges and prescribing actions for project and service teams.The XMO ensures a cohesive approach to experience management,fostering a more engaged and productive workforce in todays

135、 digital era.DIGITAL WORKPLACE SERVICES THE NEED TO HUMANIZE EXPERIENCES|27External Document 2024 Infosys LimitedAbout Infosys Knowledge InstituteThe Infosys Knowledge Institute helps industry leaders develop a deeper understanding of business and technology trends through compelling thought leaders

136、hip.Our researchers and subject matter experts provide a fact base that aids decision-making on critical business and technology issues.To view our research,visit Infosys Knowledge Institute at or email us at .Advisory councilMohammed Rafee Tarafdar EVP and Chief Technology OfficerChidambaram Ganapa

137、thi AVP and Practice Head-Digital Workplace ServicesProducersRamesh N Infosys Knowledge InstitutePragya Rai Infosys Knowledge InstituteContributorsVivin GeorgeAnshuman AgrawalSumanth SVijay YadlapalliPradeep Madhavan NairSai KurichetiJagan Mohan KMoses Stanislaus SwamikannuJichin ThomasSreejith Meer

138、anghat Janardhanan Mohit JainSaurabh SharmaMahesh CNPadma BhamidipatiPhani Madhav Tummarakoti 2024 Infosys Limited,Bengaluru,India.All Rights Reserved.Infosys believes the information in this document is accurate as of its publication date;such information is subject to change without notice.Infosys

139、 acknowledges the proprietary rights of other companies to the trademarks,product names and such other intellectual property rights mentioned in this document.Except as expressly permitted,neither this documentation nor any part of it may be reproduced,stored in a retrieval system,or transmitted in any form or by any means,electronic,mechanical,printing,photocopying,recording or otherwise,without the prior permission of Infosys Limited and/or any named intellectual property rights holders under this document.I|NYSE:INFYFor more information,contact Stay Connected