ISG Star of Excellence™ CX Insights 3Q23

The third quarter CX Insights report for 2023 analyzes enterprise CX across regions and factors influencing enterprise buyers’ perception of 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 3Q23 ISG CX Insights report focuses on customer experiences across different regions. It gives in-depth insights into what really matters the most to enterprise customers across regions and differing regional dynamics that providers must acknowledge to improve their satisfaction scores further and offer more customer-centric services. Subsequent report will summarize customer experience across the entire provider landscape, viewed within the context of broader industry trends and technology developments. 

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

Please download the report.

About the authors

Tarun Vaid

Tarun Vaid is the Senior Lead Analyst covering service line such as Digital Business and SAP Ecosystem. Tarun brings in more than decade of research experience across covering areas such as enterprise application, data management, digital transformation, and SAP Services. Some of the ley research work delivered by Tarun covers tracking IT spending across enterprise application software, drafting though leadership, consulting clients on latest trend and business use cases. Additionally, he has been responsible for delivering end-to-end research projects, working along with internal stakeholders in delivering various consulting projects.
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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.
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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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