ISG Star of Excellence™ CX Insights 2Q23

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Rohan Thomas

Rohan Thomas

Mrinal Rai

Mrinal Rai

Puranjeet Kumar

Puranjeet Kumar

Heiko Henkes

Heiko Henkes

The second quarter CX Insights report for 2023 analyzes enterprise CX for different technology services and factors influencing enterprise buyers’ perception 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 2Q23 ISG CX Insights report focuses on customer experiences across different technology. Subsequent reports summarize customer experience across the entire provider landscape, viewed within the context of different geographic regions and a global annual CX report.

We hope you find the insights contained in this report interesting and valuable. We welcome your feedback.

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About the authors

Rohan Thomas

Rohan Thomas

Rohan Thomas has nearly a decade’s worth of knowledge expertise in the realms of ICT, which include telecommunications, data centers, and networks and application performance management. At ISG, Rohan is the lead analyst for ISG Provider Lens™, leading research activities and benchmarking exercises pertaining to the regional adoption of digital infrastructure such as private/hybrid cloud. He has a Bachelor’s degree in Mechanical Engineering from Visveswaraya Technological University and a Master’s degree in Computer Aided Design and Manufacturing from Vellore Institute of Technology.
Mrinal Rai

Mrinal Rai

Mrinal Rai is Assistant Director and Principal Analyst at ISG and leads research for the future of work and enterprise customer experience. His expertise is in the digital workplace, emerging technologies and the global IT outsourcing industry. He covers key areas around the Workplace and End User computing domain, viz., modernizing workplace, Enterprise mobility, BYOD, DEX, VDI, managed workplace services, service desk and modernizing IT architecture. He also focuses on unified communications collaboration as a service, enterprise social software, content collaboration, team collaboration, employee experience and productivity services and solutions. He has been with ISG for 10+ years and has 16+ years of industry experience. Mrinal works with ISG advisors and clients in engagements related to the digital workplace, unified communications and service desk. He also leads the ISG Star of ExcellenceTM program that tracks and analyzes enterprise customer experience in the technology industry and authors quarterly ISG CX Index reports. He is also the ISG’s official media spokesperson in India.
Puranjeet Kumar

Puranjeet Kumar

Puranjeet Kumar is a senior research analyst at ISG and is responsible for supporting and co-authoring Provider Lens™ studies on Next-Gen ADM Solutions & Services and Salesforce Ecosystem. He supports the lead analysts in the research process and authors the global summary report. Puranjeet also develops content from an enterprise perspective and collaborates with advisors and enterprise clients on ad-hoc research assignments. Prior to this role, he worked across several syndicated market research firms and has more than eight years of experience in research and consulting, with major areas of focus in collecting, analyzing and presenting quantitative and qualitative data. His area of expertise lies across various technologies like application development, analytics, and salesforce.
Heiko Henkes

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.

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