Latest articles from ISG

ISG Digital Dish Episode 4: Getting Down with the Data

By Lois Coatney Julie Fernandez Jeanne Cuff

The importance of having the right data mindset.

Categories: Podcasts

Frictionless Agreement Is the New Future

By Reshma Menon

Organizations around the world invest millions of dollars every year in automating their operations and business processes. And yet, despite the great strides we have achieved in automation, the “print > sign > scan” problem persists everywhere.

Categories: Consulting

Artificial Intelligence in Drug Discovery and Development: Improve Your “Hit Rate” for Successful Projects

By Jennifer Stein Frances Grote John Burnell Aparna Gajanan Paul Reynolds

Life Science companies have demonstrated a strong appetite for artificial intelligence solutions to support both the drug discovery and drug development processes.

Categories: Life Sciences Research

Customer Engagement in the New Future

By Wayne Butterfield

In some ways, the difference between great customer experience and bad customer experience is tiny. In other ways, it’s huge.

Categories: Consulting Robotic Process Automation (RPA)

When RPA is NOT the Solution

By Heather Scott

When a company is struggling to complete a process assessment, develop a new automation or increase the efficiencies of an automation, the question of becomes what if RPA is not the solution we need?

Categories: Consulting Robotic Process Automation (RPA)

ISG Imagine Your Future® Podcast – Episode 16: Digital Automation Enablement – the Key to RPA Success

By Chip Wagner John Mone

Facilitating RPA adoption and accelerating the automation journey across the enterprise.

Categories: Consulting Podcasts Robotic Process Automation (RPA)

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

Categories: Articles

Learning and Development at 33 Times the Speed of Sound!

By John Boccuzzi Jr.

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!

Categories: Research Travel and Transportation

In-flight Connectivity Market Responds to Increasing Bandwidth Demands

By Avimanyu Basu

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.

Categories: Aerospace and Defense ISG Provider Lens™ Research

Leadership in a Pandemic Reality Part Four: Leading with Relationships

By Tammie Pinkston

Making sure your key relationships are healthy is important in the best of times; in a pandemic, it’s even more meaningful.

Categories: Consulting Organizational Change Management

Building a Cybersecurity Mindset – Humans Are as Important as Technology

By Andreas Dietrich Missy Lawrence-Johnston

Cybersecurity is an intrinsic risk management essential that must be built into the core of every employee, product and service.

Categories: Consulting Organizational Change Management

ISG Blockchain Now™ Podcast Episode 4: How to Succeed with Blockchain – the What, Why and Who

By Alex-Paul Manders Jason Stading

An interview with Kim Harrington of Bayer.

Categories: Blockchain Podcasts

The New Future for Contact Centers and Facilities Management

By Michael Fullwood Scott Furlong

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.

Categories: Business Advisory Services Consulting

Leadership in a Pandemic Reality, Part Three: Leading with Action

By Tammie Pinkston

Understanding what type of decision-maker you are and whether your type changes under different circumstances can help you lead more confidently.

Categories: Consulting Organizational Change Management

Discover, Improve, Remove: The Trifecta for Your Contact Center

By Wayne Butterfield

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.

Categories: Consulting Robotic Process Automation (RPA)

From Digital Native to Digital Naiveté

By Iain Fisher

This e-book describes the steps that enterprises should take to ensure they can move to a flexible working model.

Categories: Consulting

Die Karten werden durchgemischt

By Johanna von Geyr

86 Prozent der Versicherungsunternehmen in Europa erwarten, dass sich das Kundenverhalten nach der COVID-19-Krise verändern wird – zum Teil sogar grundlegend.

COVID-19 Takes Its Toll on Global Sourcing Market in Q2

By Steve Hall

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.

Categories: Research

Automating @ Scale

By Chip Wagner

Realizing the true promise of automation requires a wholistic and disciplined approach that empowers teams to embrace automation and even become automation evangelists.

Categories: Consulting Robotic Process Automation (RPA)

Your Captive Service Center Survived the First 100 Days of the Pandemic. Now What?

By Scott Furlong

To respond to a crisis of this size, companies need deep logistical and operational expertise on delivering services globally.

Categories: Business Advisory Services Consulting