Key providers of workplace services in Switzerland

Swiss companies face a variety of challenges when choosing modern workplace services. The ‘Future of Work – Services’ study by ISG Provider Lens analyses the most important trends and providers in Switzerland.

The Swiss market poses unique challenges for workplace services. Companies have to meet both domestic and international data protection and compliance requirements and manage the use of artificial intelligence responsibly while at the same time addressing issues such as the digital employee experience (DEX) and sustainability. Country-specific factors such as multilingualism and ICT skills shortages also play a role.

1. Compliance and local responsibility: Swiss companies need workplace services that meet data protection requirements while taking industry-specific risks into account. For internationally active companies in particular, the requirements of the revised Data Protection Act (revFADP) and international regulatory requirements also play a role.
2. Artificial intelligence and governance: AI has long been part of everyday working life in many companies. The key question today is no longer whether AI should be used, but how. The focus is therefore increasingly on governance, data protection, transparency and the question of how the benefits of AI in everyday working life can be measured in useful terms.
3. Digital employee experience: The range of demands placed on in-house IT by business units and employees is expanding all the time. The focus is increasingly on what is known as the digital employee experience (DEX) – a concept based on perceived quality and availability in day-to-day work. Modern DEX solutions not only measure employee satisfaction, but also help companies identify technical problems at an early stage, automate support processes and resolve faults before they impact productivity. As a result, topics such as automation, transparency and measurable service quality are gaining in importance.
4. Multilingual services: In Switzerland, linguistic coverage is often an important selection criterion. German, French and Italian are not only important for the service desk, but also when it comes to giving advice and introducing new workplace solutions. Support in the respective national languages makes it easier to use new tools and services in everyday work.
5. Reducing the strain on internal resources: The shortage of skilled workers in the ICT sector is increasing the pressure on in-house IT organisations. There is therefore growing interest in managed services, automation and AI-based support models that handle operational tasks without companies having to relinquish control and governance.
6. Sustainability and workplace utilisation: Issues such as sustainability, space utilisation and energy consumption are becoming increasingly important in decisions regarding modern workplaces. In view of increasingly stringent ESG requirements, these aspects are increasingly being incorporated into workplace strategies and investment decisions.

Holistic workplace solutions for Swiss companies

Today, the future of work involves much more than just the introduction of individual technologies. The focus is shifting away from isolated projects and towards holistic workplace strategies that combine topics such as AI, compliance, the digital employee experience, sustainability and the physical workplace. Companies are paying increasing attention to measurable results and tangible benefits for employees and the organisation as a whole.

Large companies and SMEs face the same compliance and governance issues, but do not have the same resources. Modular service packages, automation and AI-based support models are therefore becoming increasingly important, particularly for SMEs.

Provider analysis at a glance

Against this backdrop, the ‘Future of Work – Services’ study by ISG Provider Lens examines the positioning of relevant providers in the Swiss market. It analyses services in the areas of workplace strategy and enablement, operations and support for digital workplaces, AI-supported collaboration and intelligent and sustainable workplace services.

Swisscom is rated as a leader in all four categories. The independent analysis compares the providers with each other and thus provides a well-founded guide for the selection of suitable partners. The study explains how ISG arrived at these results and which strengths contributed to Swisscom’s leading positioning.

The study looked at four themes:

1. Workplace strategy & enablement services: How providers support companies in shaping a future-proof working environment – from strategic alignment and operating models to concrete roadmaps for their implementation.
2. Digital workplace operations & support services: How providers operate and support digital workplaces throughout their entire lifecycle – from launch and support to ongoing optimisation.
3. AI-augmented collaboration & experience services: How providers integrate AI functions such as co-pilots, assistants and intelligent collaboration solutions into their day-to-day work. This includes supporting meetings, communication, knowledge management and collaboration as well as promoting acceptance of new ways of working.
4. Smart & sustainable workplace services: How providers design and operate intelligent and sustainable working environments. This includes modern workplace concepts, hybrid collaboration, the efficient use of spaces and resources and the integration of sustainability aspects in the workplace.

How does ISG rate the providers?

ISG ranks the providers in the following six categories for each mentioned area and within a rating model:

1. Leader: Provider with a particularly strong portfolio and a strong market and competitive position.
2. Product challenger: Providers with attractive services that do not yet have the resources and strengths of the leaders in different categories.
3. Market challenger: Providers with a strong market position but whose portfolio still has room for improvement.
4. Contender: These providers do not yet offer sufficiently mature products and services. They are often generalists or niche providers.
5. Rising stars: This includes providers that can become top providers in the next 12–24 months.
6. Not in: This last category includes providers that ISG was unable to classify for various reasons.