Digital Workplace Services (DWS) – Voice of the Customer (VoC) 2026

As hybrid workforces, AI adoption, and employee experience become top priorities, enterprises are reevaluating the role of Digital Workplace Services (DWS) providers. This report captures insights from over 95 buyer organizations to understand current satisfaction levels and identify where providers are meeting or missing expectations. While satisfaction has steadily improved year over year, large enterprises and industries with distributed or high-complexity environments face gaps in value delivery, innovation, and partnership depths. DWS providers are increasingly investing in AI-led automation, experience analytics, and integrated workplace platforms, yet still struggle to demonstrate strategic alignment and flexibility at scale.

Enterprises are placing greater emphasis on cost optimization, AI enablement, and digital employee experiences. Satisfaction is highest in areas such as client and talent management, but strategic partnerships and technical expertise remain weak spots, particularly for large enterprises with advanced expectations. The report also compares provider types, with digital workplace specialists outperforming global integrators on agility and customer-centricity. For stakeholders responsible for IT sourcing, digital transformation, and workplace strategy, the findings provide a valuable benchmark to evaluate provider performance and future-fit capabilities in the evolving workplace landscape.