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 is a Director and Principal Analyst at ISG; in his role as Global ISG Provider Lens (IPL) Content Lead, he is responsible for strategic business management and acts as thought leader for IPL Lead Analysts. His core competencies are in the areas of defining derivations for all types of companies within their IT-based business model transformation. Within this context, Mr. Henkes supports companies to undergo continuous transformation, combining IT competencies with sustainable business strategies and change management. He acts as Keynote speaker in the context of digital innovation.
