Welcome to the fifth edition of the ISG Star of Excellence™ CX Insights, marking the fourth installment in a series of quarterly reports dedicated to revealing the perspectives of enterprise buyers on their IT and services providers. Distinguished by its reliance on continual feedback from enterprise customers, gathered through ISG’s extensive ongoing survey, the ISG CX Insights report stands as the sole research series of its nature.
This edition of the ISG CX Insights report adopts a comprehensive perspective on customer experiences across various technologies, industries, and regions. It delineates six customer experience categories that have registered notable satisfaction levels and identifies areas requiring improvement by service providers to foster enhanced engagement with their clientele.
We hope you find the insights contained in this report interesting and valuable. We welcome your feedback. For more information on CX Insights and ISG Star of Excellence™, please reach out to [email protected]
About the authors
Akhila Harinarayan
Akhila Harinarayan is the lead author for ISG Provider Lens™ with a focus on Digital Business Transformation and SAP Services. She has more than 12 years of experience across research and consulting including provider strategy, enterprise strategy, industry roadmaps, point-of-view papers, service provider assessment across regions. She brings in her expertise on strategy and transformation, digital insights, thought leadership, benchmarking, market assessments and go-to-market strategies.
Kiran B
Heiko Henkes
Heiko Henkes serves as Managing Director and Principal Analyst at ISG, where he oversees the Global ISG Provider Lens™ (IPL) Program for all IT Outsourcing (ITO) studies alongside his pivotal role in the global IPL division as strategic program manager and thought leader for IPL Lead Analysts. Additionally, Henkes heads the Star of Excellence, ISG's global customer experience initiative, steering program design and its integration with IPL and ISG’s sourcing practice. His expertise lies in guiding companies through IT-based business model transformations, leveraging his deep understanding of continuous transformation, IT competencies, sustainable business strategies, and change management in a Cloud-AI-driven business landscape. Henkes is renowned for his contributions as a keynote speaker on digital innovation, where he shares insights on leveraging technology for business growth and transformation.
