Welcome to the fourth edition of the ISG Star of Excellence™ CX Insights, the fourth in a series of quarterly reports that will shed light on what enterprise buyers really think about their IT and business services providers. The ISG CX Insights report is the only research series of its kind based on continuous feedback from enterprise customers, gathered through ISG’s ongoing Voice of the Customer survey.
This fourth ISG CX Insights report takes a holistic view of customer experiences across technologies, verticals, and regions. The report highlights the six CX categories, which witnessed high satisfaction scores and points out where service providers need to improve as part of their engagement with their client base.
We hope you find the insights contained in this report interesting and valuable. We welcome your feedback.
Please download the report.
This fourth ISG CX Insights report takes a holistic view of customer experiences across technologies, verticals, and regions. The report highlights the six CX categories, which witnessed high satisfaction scores and points out where service providers need to improve as part of their engagement with their client base.
We hope you find the insights contained in this report interesting and valuable. We welcome your feedback.
Please download the report.
About the authors
Kiran B
Kiran works as a Data Analyst and has a professional experience of 7+ years. He has pursued master’s in Computer Vision and has worked in multiple fields such as IT and Hospitality. He has worked on market segmentation, customer segmentation and derived insights from customer data and had used it to generate additional revenue. He is passionate about research and analysis and has done advanced exploratory data analysis. He has also worked on data science projects such as ‘Time Series Forecasting’ and ‘Natural Language Processing’ using Neural Networks, in the past. He is currently responsible for insights derivation and automating several tasks using Python.
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.
