The Future of Work Demands Personalized, AI-Driven Workplaces: HP

HP unveiled its first Customer Experience Center in Latin America at its Mexico City headquarters, reinforcing its commitment to shaping the future of work. This immersive experience provided a firsthand look at HP’s personalized, AI-driven solutions that are transforming hybrid workspaces by enhancing productivity, collaboration, and employee well-being.

“This center reinforces HP’s commitment to Mexico and positions the country as a technological hub for the region,” says Claudia Molins, Customer Experience Manager for the Americas and Industry, HP, to MBN. “It is a space where clients can experience firsthand how personalized technology drives productivity and well-being, regardless of where employees are working from.” 

HP’s 2024 “Work Relationship Index,” which surveyed more than 16,000 participants across 12 countries, found that only 31% of employees in Merico report a healthy relationship with work, slightly above the global average of 28%. Despite the low figure, the study points to emerging opportunities in personalization, AI, and leadership development.

According to the Index, 95% of workers globally want more personalized work experiences. In Mexico, 62% of knowledge workers already experience some level of customization, but 78% believe greater personalization would improve their relationship with work, while 77% link it to employee retention. The data also shows that 90% of workers in the country would trade a portion of their salary for improved flexibility and work-life balance.

“HP is perhaps the only company that can fully integrate the required technology solutions — from hardware and software to audio, video, and security — to make the workplace experience more productive while enhancing employee well-being,” says Carlos Cortés, Managing Director, HP Mexico, to MBN. 

The Mexico City center, which was inaugurated on April 29, becomes part of HP’s global network of 18 experience hubs, serving as a platform to showcase AI-driven workplace innovations. This includes solutions developed by Poly, the communications technology firm acquired by HP, which offers tools that address common hybrid work challenges such as background noise, video stability, and device maintenance.

During the inauguration, HP highlighted its Workforce Experience platform, which leverages AI to generate insights from employee data, enabling more agile decision-making. “Analyzing data from dozens of employees manually is not feasible,” says Gabriel Romero, Services Category Manager, HP Mexico, to MBN. “AI allows us to process qualitative and quantitative data quickly, generating actionable insights that directly improve user experience and satisfaction.” 

HP also focuses on document digitization. Adriana Concha, Product Manager for Latin America, HP, points to benefits for sectors with high paper use, such as healthcare. “Automating document management significantly reduces manual workload,” says Concha to MBN, adding that process times can be cut by up to 50%.

The launch event positioned the Customer Experience Center as a cornerstone of HP’s regional growth strategy, aimed at accelerating the adoption of personalized, AI-enhanced solutions for hybrid work. It also reflects the broader implications of the Work Relationship Index, which identifies six factors driving employee engagement: fulfillment, leadership, people-centricity, skills, tools, and workspace.

Despite a rising interest in AI — usage in Mexico grew from 46% to 72% in one year — many workers still face limitations in adopting this technology. Confidence in both soft and hard skills declined slightly in 2024, and only 30% of respondents said they have adequate tools to perform their roles effectively. Leadership empathy also remains an area of concern, with only 34% of employees consistently experiencing it in the workplace.

HP’s new facility offers a space where stakeholders can explore integrated solutions designed to address the gaps in employee satisfaction, leadership trust, and digital readiness. The company plans to continue leveraging data and AI to guide its efforts in personalizing work environments and supporting employee well-being. In doing so, it aims to strengthen Mexico’s role as a regional technology hub while aligning with long-term talent retention and productivity goals.