In some ways, the difference between great customer experience and bad customer experience is tiny. In other ways, it’s huge.
Latest articles from ISG
ISG Imagine Your Future® Podcast – Episode 16: Digital Automation Enablement – the Key to RPA Success
Facilitating RPA adoption and accelerating the automation journey across the enterprise.
ISG Index™: Conséquence de la pandémie, les services managés chutent de 21%, le IaaS augmente de 23% dans la zone EMEA
En France, les services managés ont diminué de 11 % par rapport au trimestre précédent
As you review your customer care centers and other client-facing resources, prioritize learning and development – it may be the piece of the puzzle that allows you to travel 33 times the speed of sound!
Over the last few years, in-flight connectivity (IFC) has been deployed across a significant portion of the global aircraft fleet and gained traction due to the ever-increasing demand for bandwidth.
Making sure your key relationships are healthy is important in the best of times; in a pandemic, it’s even more meaningful.
Cybersecurity is an intrinsic risk management essential that must be built into the core of every employee, product and service.
Businesses and consumers talk about the importance of good customer service. But more and more leading companies are putting greater value on the customer experience.
Understanding what type of decision-maker you are and whether your type changes under different circumstances can help you lead more confidently.
Configuring best-of-breed intelligent automation to do what it does best in the contact center can provide ROI in weeks and months – not years.
Annual contract value (ACV) for the global combined market (managed services and as-a-service sourcing) dropped 5 percent this quarter, to $13.2 billion, due to a 16 percent decline in managed services.
To respond to a crisis of this size, companies need deep logistical and operational expertise on delivering services globally.
Read the ISG paper to learn more about the factors that impact the banking industry and how banks can leverage ecosystem partnerships to survive in this constantly changing competitive environment.
The COVID-19 pandemic has taken its toll across sectors, with the aerospace industry feeling the impact especially hard.