ISG Star of Excellence™ Annual 2024 CX Insights

Wednesday, February 19, 2025

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Kiran B

Kiran B

Heiko Henkes

Heiko Henkes

Welcome to the ISG Star of Excellence™ CX Insights, marking the fourth installment in a series of quarterly reports dedicated to revealing the perspectives of enterprise buyers on their IT and services providers. Distinguished by its reliance on continual feedback from enterprise customers, gathered through ISG’s extensive ongoing survey, the ISG CX Insights report stands as the sole research series of its nature.

This edition of the ISG CX Insights report adopts a comprehensive perspective on customer experiences across various technologies, industries, and regions. It delineates six customer experience categories that have registered notable satisfaction levels and identifies areas requiring improvement by service providers to foster enhanced engagement with their clientele.

We hope you find the insights contained in this report interesting and valuable. We welcome your feedback. For more information on CX Insights and ISG Star of Excellence™, please reach out to [email protected].

Download the report here.

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About the authors

Kiran B

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.
Heiko Henkes

Heiko Henkes

Heiko Henkes serves as Managing Director and Principal Analyst at ISG, where he oversees the global ISG Provider Lens® program for Digital Infrastructure and Intelligent Operations and cloud- and AI-related ISV ecosystem studies. He is responsible for the strategic development and global expansion of the ISG Provider Lens® portfolio, analyst leadership and talent development across regions. 

Additionally, Henkes drives the digital and AI transformation of the global ISG Provider Lens® program and acts as a strategic liaison between ISG’s research, advisory and sourcing organizations. 

His expertise focuses on helping enterprises and technology providers translate emerging technologies into scalable business strategies, operating models and transformation initiatives. He is particularly recognized for his perspectives on cloud, AI, intelligent operations, digital sovereignty and ecosystem-driven innovation. As a keynote speaker and advisor, he regularly shares fact-based insights on how organizations can build resilient, adaptive and future-ready business foundations.

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