Providers score highest for governance and
compliance worldwide, while other ratings vary by region, ISG Star
of Excellence™ CX Insights Report finds
Enterprise buyers of technology and business services rate their
customer experience slightly higher than a year ago, praising
providers’ compliance expertise while giving low scores for
innovation, according to a new report from Information Services
Group (ISG) (Nasdaq: III), a leading global technology research and
advisory firm.
The latest ISG Star of Excellence™ CX Insights Report, a
quarterly review that sheds light on what enterprise buyers think
about their service and solution providers, shows the average
overall enterprise customer experience (CX) score in the third
quarter increased to 75.1 from 75.0 in the same period last year.
The survey covers providers of IT outsourcing (ITO) and business
process outsourcing (BPO) services, as well as hyperscalers and
independent software providers.
Average CX scores rose in three of the six CX pillars covered by
ISG’s survey, with the biggest improvement in “Execution and
Delivery.” Across all regions, enterprises continued to rate
providers highest on “Governance and Compliance” and lowest on
“Innovation and Thought Leadership.”
The average CX score for “Innovation and Thought Leadership”
fell 0.4 percent to 73.7, while enterprises’ rating of its
importance declined 3.8 percent to 72.3, the lowest of the six
pillars. Innovation has been constrained by tight budgets at many
organizations, leading to reduced investment in new initiatives,
ISG says.
Despite a decline from last year, high CX ratings for
“Governance and Compliance” show that providers continue to meet
these requirements as they grow in importance, particularly with
the emergence of generative AI.
“Providers are helping clients address a growing number of
regulations, especially around the privacy and security of GenAI,
and most enterprises remain happy with their providers’ performance
in this area,” said Heiko Henkes, ISG managing director and
principal analyst who oversees the research program. “At the same
time, companies seeking new strategies and emerging technologies
want providers to offer more leadership.”
Average CX scores for “Execution and Delivery,” “People and
Culture Fit” and “Business Continuity and Flexibility” increased
from the same time last year, the report says. “Collaboration and
Transparency” scores fell slightly.
In addition to overall CX scores, the third-quarter report
focuses on CX scores by geographic region, following on from the
first-quarter report, which examined CX scores by industry, and the
second-quarter report, which highlighted scores by technology
domain. The fourth-quarter report will provide an annual
analysis.
CX Scores by Region
Enterprises in Asia Pacific (APAC) gave the highest average CX
score across all pillars (78.06), followed by Americas (77.78) and
Europe, Middle East and Africa (EMEA) (77.32). Companies in APAC
engage in smaller contracts but make high demands of their
providers for adapting to changes in the external environment and
other factors, the report says. APAC enterprises recognized
providers for proactively resolving issues and carrying out
projects on time, rating them highest for “Governance and
Compliance” and “Execution and Delivery.”
Enterprises in Central/South America gave higher scores than
those in North America, ISG says. Understanding and reflecting
regional nuances, including cultural requirements, is important in
the Americas, which gives providers based in the region an edge.
Enterprises in EMEA recognized providers for being open to
constructive criticism and executing plans on time. Within that
region, ISG data shows more deal activity and higher CX scores from
Western Europe.
Across all regions, more BPO services than ITO services received
high CX scores, the report says. In the BPO category, digital
engineering services scored highest in Americas and EMEA, while
contact center — customer experience services led in APAC. Among
ITO services, only application development and maintenance (ADM)
scored highly in all regions. Among emerging technologies, cloud
native (containers/serverless architecture) services rated highest
in all regions.
Provider engagements around GenAI, which has attracted
exceptionally high interest and expectations this year, again
received the lowest average CX score of any emerging
technology.
Provider services for the business services industry earned the
highest CX scores in all regions, despite a decline in the number
of contracts for that industry, ISG says. In Americas and APAC,
services for the public sector received the lowest ratings, while
in EMEA, oil and gas services scored the lowest.
The report gives additional details about satisfaction with ITO,
BPO, hyperscaler and software services across these categories and
also provides insights into CX scores by business roles, including
IT, line of business and non-IT horizontal business functions.
About ISG Star of Excellence™ CX Insights Research
CX scores reported in the ISG Star of Excellence™ CX Insights
Report represent the weighted average of client satisfaction scores
and importance scores across six dimensions: Execution and
Delivery, Governance and Compliance, Collaboration and
Transparency, Innovation and Thought Leadership, People and
Cultural Fit, and Business Continuity and Flexibility.
Through ISG’s continuous Voice of the Customer survey research,
customers are asked to rate the importance of each of the six
dimensions and then rate their service provider/vendor on each, on
a scale of 1-100. CX scores are also generated across industries,
regions and technology domains and for each service
provider/vendor.
ISG Star of Excellence™ CX Insights scores are an integral part
of the provider assessments offered by ISG Provider Lens™ research,
the only service provider evaluation of its kind to combine
empirical, data-driven research and market analysis with the
real-world experience and observations of ISG's global advisory
team.
The 3Q 2024 ISG Star of Excellence™ CX Insights Report is
available as a free download from this webpage, with more detailed
findings, including by provider, available by contacting ISG.
Enterprises who wish to participate in the ISG Voice of the
Customer survey research can begin the process by visiting this
website. Providers also can nominate their customers to
participate.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading
global technology research and advisory firm. A trusted business
partner to more than 900 clients, including more than 75 of the
world’s top 100 enterprises, ISG is committed to helping
corporations, public sector organizations, and service and
technology providers achieve operational excellence and faster
growth. The firm specializes in digital transformation services,
including AI, cloud and data analytics; sourcing advisory; managed
governance and risk services; network carrier services; strategy
and operations design; change management; market intelligence and
technology research and analysis. Founded in 2006, and based in
Stamford, Conn., ISG employs more than 1,600 digital-ready
professionals operating in more than 20 countries—a global team
known for its innovative thinking, market influence, deep industry
and technology expertise, and world-class research and analytical
capabilities based on the industry’s most comprehensive marketplace
data. For more information, visit www.isg-one.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20241105365314/en/
Press Contacts: Will Thoretz, ISG +1 203 517 3119
will.thoretz@isg-one.com
Julianna Sheridan, Matter Communications for ISG +1 978-518-4520
isg@matternow.com
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