GenAI Accelerates Brazilian Workplace Transformation

Enterprises in Brazil are beginning to use generative AI (GenAI) to increase workplace efficiency and innovation as part of broader transformations of work, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.

The 2024 ISG Provider Lens™ Future of Work Services report for Brazil finds that companies are initially using GenAI to increase agility and productivity by automating tasks, giving professionals more time to do creative work. Brazilian firms, especially large ones, are adopting GenAI despite the challenges of investing in infrastructure, training employees and addressing data privacy and security concerns.

"GenAI adoption is the latest dimension of workplace transformations triggered by new technologies, changing expectations and economic and social forces,” said Dee Anthony, Americas lead, Future of Work, for ISG. "Providers are heavily investing in solutions to help Brazilian companies join this trend,” Anthony added.

In Brazil, as in other countries, many enterprises have maintained hybrid work practices begun during the COVID-19 pandemic, the report says. They are adopting models that combine face-to-face and remote work to retain employees and cut operating costs, often implementing videoconferencing platforms, project management tools and virtual workspaces. These initiatives continue despite conflicts in some companies caused by the persistence of a traditional corporate culture that values physical presence.

Many enterprises are investing in employee well-being and professional development programs, a particularly important practice in Brazil, where social and economic inequality can affect worker engagement, ISG says. The programs include partnerships with universities and establishment of innovation labs where young people can find training opportunities, which may facilitate direct hiring.

Workplace transformations have led companies to invest in a wide range of technologies in and beyond IT, including advanced chatbots and robotic process automation (RPA) in areas such as HR and finance, the report says. In Brazil, small and midsize companies face challenges in adopting new technologies, often due to economic instability, so they often seek creative solutions to maximize limited resources.

Enterprises in Brazil, as in other countries, also face growing pressure to adopt sustainable practices that align with consumers’ expectations, ISG says. Many Brazilian companies are more focused on sustainability around socioeconomic issues than around carbon emissions, introducing training, education and inclusion programs.

"Workplaces are changing in Brazil despite cultural and structural challenges,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. "Many organizations remain committed to the digital transformation of work.”

The report also examines other trends affecting enterprise workplace strategies in Brazil, including the growing importance of device lifecycle management for sustainability and enterprises’ shift from traditional SLA agreements to ones based on XLA metrics.

For more insights into the workplace challenges Brazilian enterprises face, see the ISG Provider Lens™ Focal Points briefing here.

The 2024 ISG Provider Lens™ Future of Work Services report for Brazil evaluates the capabilities of 30 providers across five quadrants: Workplace Strategy and Enablement Services, Collaboration and Next-gen Experience Services, Managed End-user Technology Services, Continuous Productivity Services (including Next-gen Service Desk) and Smart and Sustainable Workplace Services.

The report names DXC Technology and Stefanini as Leaders in all five quadrants. It names Kyndryl, Unisys and Wipro as Leaders in four quadrants each. Atos, TCS and TIVIT are named as Leaders in three quadrants each, and Accenture and TCS in two quadrants each. Algar Tech MSP, Capgemini and Getronics are named as Leaders in one quadrant each.

In addition, Atos is named as a Rising Star — a company with a "promising portfolio” and "high future potential” by ISG’s definition — in two quadrants. Deloitte, Getronics, HCLTech and Unisys are named as Rising Stars in one quadrant each.

Customized versions of the report are available from Getronics and Unisys.

In the area of customer experience, HCLTech is named the global ISG CX Star Performer for 2024 among workplace providers. HCLTech earned the highest customer satisfaction scores in ISG's Voice of the Customer survey, part of the ISG Star of Excellence™ program, the premier quality recognition for the technology and business services industry.

The 2024 ISG Provider Lens™ Future of Work Services report for Brazil is available to subscribers or for one-time purchase on this webpage.

About ISG Provider Lens™ Research

The ISG Provider Lens™ Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across Europe, as well as in the U.S., Canada, Mexico, Brazil, the U.K., France, Benelux, Germany, Switzerland, the Nordics, Australia and Singapore/Malaysia, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.

About ISG

ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 900 clients, including more than 75 of the world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including AI, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,600 digital-ready professionals operating in more than 20 countries—a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry’s most comprehensive marketplace data. For more information, visit www.isg-one.com.

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