Europe

The Digital
Workplace Report:
Transforming
Your Business
Understanding the trends that are
driving the workplace evolution
Regional insights on strategy,
technology and services
Europe Europe
The Digital Workplace Report: Transforming Your Business The Digital Workplace Report: Transforming Your Business
Understanding the trends that are driving the workplace evolution Understanding the trends that are driving the workplace evolution

European results
Most organisations – even
Flexible workstyles are on large ones – don't have
the rise dramatically a comprehensive digital
There will be an increase of more than 40% in the proportion workplace strategy
of large EU businesses that support flexible working within
Sixty percent of European organisations don’t have
two years. Forty-nine percent of European organisations
a formal and comprehensive strategy around how they
say they will have employees working from home full time
deploy or plan to benefit from workplace technology,
two years from now, and 76% say they will have employees
although many of them have parts of a strategy in place.
working from home part time in two years.

Devising and executing on Trusted partners are vital

a digital workplace strategy
is a collaborative effort
Forty percent of European organisations say line-of-
business heads take a leading role in defining workplace
strategy; a further 39% say that IT leads, together with
significant input from LOB heads. In most organisations
(70%), IT leads in implementing workplace technology,
although in many cases LOB heads take a significant
role too.
for implementing digital
workplace technologies
More than 70% of European organisations need
support from external partners when planning, designing,
deploying, and benefitting from workplace technology
solutions. One-third require a significant amount of
support, with third-party partners taking a central role.

Traditional collaboration New and innovative

Methodology
Moving toward a digital workplace
To gauge the state of the digital workplace, Dimension Data surveyed 850
business and IT leaders driving technology and organisational changes
in their companies. The goal was to determine how organisations are
evolving from a traditional office environment to a digital workplace.
Survey participants work at organisations with at least 1,000 employees,
representing seven industries. To get a global perspective, we included
participants at organisations based in 15 countries. In Europe, we spoke to 346
respondents from large businesses with headquarters in Belgium, France,
Germany, Italy, the Netherlands, and the UK.
technology has considerable technologies will have a place
in the future workplace
value despite the rise of new
collaboration tools More than 20% of European businesses believe that
workplace analytics tools, augmented reality tools, and
Forty-nine percent of European organisations say
that traditional conferencing technology has significantly
micro-learning/training will have a role in the office
environment within the year; the vast majority of these
improved business processes, whereas only 26% say the
believe they will invest in such technologies within
same about enterprise social software.
the year.
Mobility is core to Fifty percent of European organisations say that managing and
leveraging the proliferation of mobile devices in the enterprise is a major
the digital workplace driver of digital workplace strategy. Forty-two percent say that mobile
in Europe devices and the applications running on them have significantly improved
business processes.

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Europe Europe
The Digital Workplace Report: Transforming Your Business The Digital Workplace Report: Transforming Your Business
Understanding the trends that are driving the workplace evolution Understanding the trends that are driving the workplace evolution

Europe in context
European organisations are ahead of global
competitors in driving workstyle changes
among employees and using workplace
technology to drive operational and
financial efficiencies.

European organisations share these aspects with

enterprises elsewhere in the world:
• CEOs, CIOs, and IT directors are the most
influential people in driving workstyle changes. Only
10% of enterprises say that line-of-business heads are
the most influential here.
• IT and organisational issues, as well as compliance
requirements, are mostly likely to hold organisations
back from adopting new workstyles.
But distinct from enterprises worldwide,
• The foremost driver of workstyle change in
Europe is employee demand for greater flexibility,
with employee productivity improvements and
environmental policy also being top factors.

• Business goals –growing revenues, improving
business processes, gaining competitive advantage –
dominate digital workplace strategy.
• Cloud services continue to attract large enterprises
executing on a digital workplace initiative, due mainly
to a more attractive opex-oriented cost model.
• Mobility is a greater driver of workplace strategy
in European companiesof workplace strategy
in European companies than in their global
counterparts.
• Whilst companies have a similarly tolerant
attitude toward consumer applications in the
workplace, the main reason for their acceptance
is the employee need to communicate and
collaborate with customers and others outside
the company.

of enterprises say that line-of-business heads are

10% the most influencial in driving workstyle change.

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Europe Europe
The Digital Workplace Report: Transforming Your Business The Digital Workplace Report: Transforming Your Business
Understanding the trends that are driving the workplace evolution Understanding the trends that are driving the workplace evolution

Seeing the big digital

Employee needs are driving
changing workstyles
European enterprises see the adoption of new workstyles
as something that will benefit the business – a flexible and
mobile workforce will use time more productively, will
work collaboratively, will be more satisfied with working
arrangements, and is more likely to stay with the business.
Enterprises can bring efficiencies by helping people work
better, and there is no longer a need to focus so strongly on
reducing costs.
There are many important drivers of change in workstyle in Europe –
businesses here differ from their global counterparts in placing more
emphasis on the employee benefits.
There are many important drivers of change in workstyle
in Europe – businesses here differ from their global
counterparts in placing more emphasis on the employee
benefits. Whilst productivity gains are an important driver
(mentioned by 31% of European companies), employee
demand for greater flexibility comes top in Europe (32%),
Interestingly, environmental policy is a significant
driver of change in Europe but is ranked much lower
by global competitors. European companies say that
financial considerations are well down the agenda
driving workstyle change.
transformation picture
Businesses in Europe are slightly ahead of organisations in
other regions in terms of their digital transformation strategy
and are more likely to have a structured and comprehensive
approach to implementing workstyle changes and deploying
workplace technology. Forty percent of European businesses
say they have a defined and agreed-upon workplace
strategy for the entire organisation that covers a wide range
of services, tools, and technologies. A comprehensive
digital workplace strategy should embrace employee roles
and working practices and the utilisation of technologies
and tools that allow employees to collaborate and work
effectively both inside and outside of the office environment.
Meanwhile, 40% say they have elements of a strategy that
encompass a specific technology set, such as collaboration
or mobility, but they don’t have a larger all-encompassing
Figure 2: European businesses take holistic approach to the digital workplace
Does your organisation have a digital workplace strategy?
strategy for the entire company. Only 5% of European
businesses anticipate having no elements of a digital
workplace strategy in a year’s time. It is likely that almost
all European enterprises will have a strategy in place
before 2020.
To be competitive, European enterprises should
take a comprehensive approach to digitalisation.
Focusing on collaboration at the expense of mobility
or on productivity software at the expense of business
applications could result in a lopsided implementation
that benefits one part of the organisation but not others.
And this could ultimately lead to a digital workplace
transformation initiative that’s less effective than those
of competitors that might have the bigger picture more
clearly in mind.

40 40
Figure 1: Employee demands and need for productivity gains drive change in workstyle, Europe
What factors are driving changes in workstyle in your organisation?

Only 5% of European
Employee demand for greater flexibility 32 businesses anticipate
having no elements
Need for productivity gains 31 of a digital workplace
strategy in a year’s time.
Environmental policy 29 It is likely that almost all
European enterprises
Need to facilitate collaboration across groups 28 will have a strategy in
15
place before 2020.
Need to recruit and retain talent 26

Availability of new technology and tools 26

5
Management/board-level push 23

Generational shifts in the workforce 23

Cost-cutting/financial considerations 10
We have We have We do not have We do not have
elements of a defined and a formal digital a formal digital
a digital workplace agreed-on workplace strategy workplace strategy
Source: Dimension Data & Ovum strategy (e.g., a unified digital workplace but plan to have and have no plans
communications strategy one within to have one
strategy or a 12-24 months
mobile strategy

Source: Dimension Data & Ovum

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Europe
The Digital Workplace Report: Transforming Your Business
Understanding the trends that are driving the workplace evolution
Gradual transition to cloud
Whilst many European organisations still rely on traditional
on-premise deployments of workplace applications, managed
either in-house or by a third-party provider, some are turning
to the cloud as an alternative.
For communications tools:
• 16% of European organisations have deployed these in
their own private cloud environments.
• 10% rely on third parties to host them in their
cloud environments.
For collaboration applications:
• 16% of European organisations have deployed these in
their own private cloud environments.
• 12% rely on third parties to host them in their
cloud environments.
And for business applications:
• 22% of European organisations have deployed these in
their own private cloud environments.
• 8% rely on third parties to host them in their
cloud environments.
In time, organisations will rely more on fully hosted services
for a wide range of digital workplace technology. The opex
model is attractive to companies trying to rein in capital
expenses, and cloud-based applications are considerably
easier to keep up to date.
Whilst many organisations in Europe
still rely on traditional on-premise
deployments of workplace applications,
managed either in-house or by a third-
party provider, some are turning to
the cloud as an alternative.
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However, many cloud-based applications do not yet meet the
security and compliance requirements of many organisations.
Organisations also have existing assets that they own, that
work well, and that do not need to be retired. For that reason,
managed services remain an attractive option for large
organisations, which rely on them heavily as a way of keeping
IT costs to a minimum.
Enterprises are turning to hybrid deployment models as
a way to keep one foot firmly planted in the current world
of premise-based technology whilst taking their first steps
toward the cloud. Hybrid deployments let organisations
move some workloads to the cloud whilst retaining others on
premise. Organisations with security or compliance concerns
can keep applications on site or in private data centers under
their own management whilst moving other, less sensitive
applications to the cloud. Enterprises with significant
investments in systems and applications deployed on premise
can transition them to the cloud over a period of years,
retiring legacy technology slowly as it becomes obsolete.
of European organisations have
deployed communication
16%
tools in their own private
cloud environments.
rely on third parties to host
10% communication tools in
their cloud environments.
Europe
The Digital Workplace Report: Transforming Your Business
Understanding the trends that are driving the workplace evolution
Mobility is core to the
digital workplace
European CIOs and business leaders are more switched say that managing and
on than their global competitors to the importance of
leveraging the proliferation
mobility – in its broadest sense – in the digital workplace.
They recognise that many of the technology trends that
50% of mobile devices in the
are important in driving their digital workplace strategies
enterprise is of high importance.
are to do with delivering, managing, and supporting their
employees' use of applications and services on a range of
devices. For example,
say they are embracing
• Fifty percent say that managing and leveraging the
proliferation of mobile devices in the enterprise is of high 44% multiple-device-
importance. And 44% say they are embracing multiple- ownership models.
device-ownership models – with a similar number of
companies supporting company-provided and employee-
owned models in the work environment.
• Nearly half of businesses say that embracing
consumerisation of IT for collaboration and productivity
European CIOs and business
apps, a trend that goes hand in hand with support for leaders are more switched on
employee-owned devices in the workplace, is important.
than their global competitors
The focus for businesses is to provide secure access to
the applications that their employees need on whatever to the importance of mobility
devices they are using. Applications need to be seamlessly
available across multiple screens. Businesses must also
– in its broadest sense – in the
make sure applications are delivered to devices in a way digital workplace.
that ensures that business processes can be maintained
and/or improved.
Figure 3: European businesses recognise the importance of mobility in driving strategy
What technology trends are important in determining your workplace strategy?
Managing and leveraging the proliferation 50
of mobile devices in the enterprise
Embracing consumerisation of IT
for collaboration and productivity apps
49
Benefitting from a managed service approach where a 44
provider takes some responsibility for delivery and support
Embracing multiple-device-ownership models
(BYOD, COPE, company-liable)
44
Benefitting from moving collaboration and other 42
digital workplace technologies to the cloud
Making video communication pervasive 33
Source: Dimension Data & Ovum
Europe Europe
The Digital Workplace Report: Transforming Your Business The Digital Workplace Report: Transforming Your Business
Understanding the trends that are driving the workplace evolution Understanding the trends that are driving the workplace evolution

The place for new technologies
Consumerisation, mobility, and cloud may occupy the minds
of CIOs focused on here-and-now issues around digital
transformation. However, those keeping an eye to the future
see the dawn of a whole new set of technologies that will
shape the digital workplace for years to come.
Companies already recognise the role of analytics to help
monitor the use and success of their digital workplace
initiatives. Workplace technologies can provide a
considerable amount of data about who uses them,
for how long, and for what purposes. Organisations are
becoming increasingly adept at gathering and analysing this
data, ensuring that investments made in new workplace
technologies are worthwhile.
In European companies, workplace analytics is most
commonly used to manage the employee lifecycle, such as
in hiring and training scenarios; to mitigate risk by ensuring
that employees are not sharing sensitive data outside the
company; and to improve customer service by monitoring
and improving communications with customers.
• Augmented reality practical uses for field technicians and
other specialists needing instant access to information.
Figure 4: European organisations are ready for a digital future
When will the following technologies have a practical use in your company?
46
45
• Artificial intelligence is sifting through vast quantities
of data and helping get the right information to the right
people at the right time.
• The Internet of Things is dovetailing with – and
increasingly driving – a greater reliance on automation in the
enterprise, as sensors variously monitor and control lighting,
door locks, vehicles, medical equipment, manufacturing
machinery, surveillance cameras, and other systems.
In Europe, almost a quarter of organisations currently have
a practical use for intelligent agents and workplace analytics
tools, although twice as many companies are actively
investing now in workplace analytics as are investing in AI.
Just under 20% of European companies have a use now for
virtual advisors, workplace sensors, and microlearning, but
many expect to invest in these within the next year. Fewer
companies – 10% – see an immediate need for augmented
reality tools, but 64% expect them to have a practical use
within two years.
Organisations plotting such a course need to ensure
that they are prepared for the demands that digital
transformation will place on the company. Careful
attention will need to be paid to the underlying network
infrastructure, security, and operations in order to
successfully leverage these new technologies.
44
Successful projects need
line-of-business involvement
Digital workplace transformation initiatives are an workplace technology, IT takes the lead in most
increasingly collaborative effort. The impetus to change organisations (70%), although in many cases LOB heads
might start at the top, with C-level executives championing provide significant input too.
digital workplace initiatives. However, IT departments Regardless of how much LOBs are involved in funding,
tasked with implementing the technology often work implementing, and supporting workplace technology,
closely with lines of business in all steps of the process. there needs to be a clear delineation of responsibilities.
In Europe, LOBs take a significant role not only in devising This will help minimise any possible conflict or
the digital workplace strategy, but in funding the rollout misunderstanding over who owns the applications and
and even implementing the technology. Forty percent of other technology put in the hands of end users. In general,
European organisations say that line-of-business heads implementing and ultimately benefitting from workplace
take a leading role in defining workplace strategy; a further technologies needs to be the result of a joint effort
39% say that IT leads in strategy, together with significant between IT and LOBs to truly be effective.
input from LOB heads. When it comes to implementing
of European organisations say that line-of-business heads
40% take a leading role in defining workplace strategy.

39
36
33
say that IT leads in strategy, together with significant input from
32

27
29 39% LOB heads.
25
23 23
22 22
21 21
19 19
18 18

12 In Europe, LOBs take a significant role not only in devising the

10 10
digital workplace strategy, but in funding the rollout and even
5 implementing the technology.

Intelligent agents/ Augmented Workplace Workplace Micro-learning/ Real-time virtual

virtual personal reality tools analytics tools sensors micro-training advisor/virtual
assistants teller/video
banking
Now 1 year 2 years Never

Source: Dimension Data & Ovum

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Europe Europe
The Digital Workplace Report: Transforming Your Business The Digital Workplace Report: Transforming Your Business
Understanding the trends that are driving the workplace evolution Understanding the trends that are driving the workplace evolution

Businesses need trusted partners

in digital workplace projects
Few organisations have IT departments with all the skill sets
needed to plan and execute on digital workplace initiatives.
Those that do can't necessarily pull resources off other
projects for the weeks or months it can take to execute
on a digital workplace strategy. For this reason, many
businesses look to trusted third parties for professional
services support. Such services include end-to-end
consulting focused on leveraging workplace technologies to
achieve business and IT objectives, as well as support and
integration capabilities.
European buyers are increasingly looking for external
providers to evaluate their own future workplace
requirements and to improve overall collaboration and
give them a competitive edge. Integration becomes a key
component as more applications and business processes
are mobilised and need to be integrated into back-end
infrastructure. Seventy-eight percent of organisations say
they need external support in the planning and design
stages of their digital workplace projects. Seventy-two
percent use third-party services for the implementation of
digital workforce technology in their companies. And 74%
subscribe to services that provide ongoing management
and support.

Figure 5: Partners are central to the success of digital workplace projects

How much external assistance do you require for digital workplace projects?

Engineering ongoing support/management 36 38 25

Implementation/logistics 28 44 28

Architecture/design 32 33 35

Planning/strategy 36 42 22

Significant support Some support No support required

Source: Dimension Data & Ovum

of organisations say they

need external support in
78% the planning and design
stages of their digital
workplace projects. Such services include end-to-end
consulting focused on leveraging
use third-party services
workplace technologies to
for the implementation
72% of digital workforce achieve business and IT
technology in their objectives, as well as support and
companies. integration capabilities.

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Europe Europe
The Digital Workplace Report: Transforming Your Business The Digital Workplace Report: Transforming Your Business
Understanding the trends that are driving the workplace evolution Understanding the trends that are driving the workplace evolution

Further reading
This report provides a snapshot of our global research into the
digital workplace and explores some results that illustrate how
global trends are affecting the European market.
For further information and insight, please request our full
global report, The Digital Workspace Report: Transforming
Your Business, from your local Dimension Data contact.

About
Dimension Data
Founded in 1983, Dimension Data plc is an ICT services
and solutions provider that uses its technology
expertise, global service delivery capability, and
entrepreneurial spirit to accelerate the business
ambitions of its clients. Dimension Data is a member
of the NTT Group. More information can be found at
www.dimensiondata.com.
Dimension Data's communications services range from
strategic consulting, professional services, managed
services, and cloud services, to outsourcing and
offshoring operations. We have world-leading capability
in delivering end-to-end communications portfolios,
including collaboration and contact centre solutions
that enable your people and customers to connect,
engage, and collaborate. Our focus on customer and
user experience ensures that we remove the complexity
of technology and operations, leaving you to focus on
growing the value of your organisation.

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For contact details in your region please visit dimensiondata.com/globalpresence dimensiondata.com