Gartner Predicts Over 20% of Workplace Apps Will Use AI-Driven Personalization by 2028

Technology

Gartner Predicts Over 20% of Workplace Apps Will Use AI-Driven Personalization by 2028

Digital Workers Satisfied With Work Applications Nearly Three Times More Productive, Gartner Survey Reveals

By 2028, more than 20% of workplace applications will leverage AI-driven personalization algorithms to create adaptive experiences for employees, according to a new report from Gartner, Inc.

A recent Gartner survey of 5,141 employees, conducted between April and July 2024, found that only 23% of digital workers are fully satisfied with their work applications—a decline from 30% in 2022. The survey also revealed that satisfied employees are nearly three times more likely to report higher productivity levels compared to those dissatisfied with workplace applications.

Bridging the Gap Between Consumer and Enterprise Applications

Tori Paulman, VP Analyst at Gartner, emphasized the growing divide between consumer and enterprise applications, stating:

"The apps used for work should feel as intuitive and empowering as the most popular consumer apps. Employees crave a seamless, personalized, and omnichannel digital experience that mirrors the ease of mainstream consumer applications."

She further noted that over the past decade, enterprise applications have remained isolated, inconsistent, and rigid, contributing to decreased user satisfaction and workplace inefficiencies.

Five Key Actions for Technology Leaders

To enhance workplace applications and deliver consumer-grade digital experiences, Gartner recommends that IT leaders take five strategic actions:

Implement AI-Driven Personalization
- Deploy AI-powered workplace tools that analyze work styles, provide task prioritization, and automate workflows for improved employee productivity.
Ensure Transparency in AI Decision-Making
- Clearly communicate how AI-driven workplace applications function while adhering to ethical guidelines. Prioritize data privacy and security measures to maintain employee trust.
Prioritize Key Business Outcomes
- Identify critical organizational goals—such as enhancing customer service response times—and determine how AI-powered personalization can boost productivity across different employee roles.
Select AI-Centric Applications
- During vendor selection, prioritize adaptive user interfaces, personalized task management, and employee-centric designs to improve user experience.
Continuously Monitor and Adapt
- Regularly assess AI-driven applications' effectiveness, gather employee feedback, and refine these tools to align with evolving business needs.

AI-Driven Workplaces: A Game-Changer for Productivity

Paulman highlighted that AI algorithms have the potential to revolutionize digital workplaces by observing employee behavior, preferences, and past interactions to deliver real-time recommendations.

"These algorithms bring valuable insights to the surface, streamline information, prioritize tasks, and even automate workflows, making core work more efficient," she added.