Six Building Blocks for Effective Benchmarking
There are six essential building blocks that need to be applied to elicit meaningful and insightful recommendations.
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Service Areas
Key Parameters
Service Areas
Key Parameters
Industry Groups
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Learn MoreThe differences between supply chain operations, consulting and BPO services, and digital transformation services in supply chain have become less defined since 2020, when the pandemic put global supply chains on halt. Technologies such as IoT, predictive analytics, automation and AI that have facilitated transformation initiatives are now being strategically explored and integrated with overall supply chain services. Their integration has assisted service providers with improved ways to seamlessly transform supply chain processes while helping enterprise clients find new and better ways to assess supply chain transformation services that align with their business objectives.
Digital workplaces: Transforming the future of U.S. public services
State and local government and educational (SLED) institutions are undergoing a significant transformation. They are rapidly transitioning to digital workplaces that are more manageable, efficient and equipped to handle the demands of a technology-driven society.
When we analyzed the Future of Work Services market last year, we defined 2023 as the year of stabilization. While the 2 – 3 years of the COVID-19 pandemic are increasingly becoming a distant memory, the changes it brought in
the way people work persist and are redefining how organizations frame their new future of work strategy. Enterprises started adopting return-to-office (RTO) policies last year, a move that, according to multiple studies, employees did not receive well. Organizations are implementing hybrid ways of work policies, allowing their workforce the flexibility to work from a location of their choice but mandating in some instances where in-office presence is essential. These policies profoundly guide how enterprise workplace leaders define the technology and operational approach with their workforce.
Although the COVID-19 pandemic years are becoming distant memories, the changes it brought to how we work remain. Many global organizations tried, in vain, to reinstate the old ways of working with their Return-to-Office (RTO) policies. These policies face stiff resistance from the workforce, who have experienced the pros and cons of working remotely and understand that they can deliver quality output without physically being in the office. End-user technology, encompassing all the devices, applications and tools needed for work irrespective of location, has become a key driver in ensuring a successful hybrid work strategy. Ensuring an uninterrupted end-user technology experience is at the forefront of the list of priorities of enterprise IT teams. The enterprise IT teams should ensure that the devices and applications that employees use while working in a remote or hybrid environment are always up and running. There should be an automated resolution of issues associated with the end-user technology IT assets. If any issue requires reaching out to enterprise IT, it should be resolved immediately.
Within the rapidly developing and changing realm of customer service, advanced enterprise contact centers delivering superlative CX play a crucial role in ensuring customer satisfaction and improving business outcomes. These centers serve as the central hub for customer interactions, utilizing a mix of technology and human interaction to efficiently address customer needs. The incorporation of advanced technologies such as AI, generative AI (GenAI), ML and cloud-based solutions has transformed the operations of contact centers, making them highly agile, adaptable and capable of providing appropriate and personalized CX.