Welcome to the sixth edition of the ISG Star of Excellence™ CX Insights, the first in a series of quarterly reports for 2024 to shed light on how enterprise buyers perceive their IT and business services providers. The ISG CX Insights report is the only research series of its kind based on continuous feedback from enterprise customers gathered through ISG’s ongoing Voice of the Customer survey.
This 1Q24 ISG CX Insights report focuses on customer experiences across different industry verticals. Subsequent reports summarize customer experience across the entire provider landscape, viewed within the context of different geographic regions and technology developments.
We hope you find the insights contained in this report interesting and valuable. We welcome your feedback.
About the authors
Akhila Harinarayan
Akhila Harinarayan is the lead author for ISG Provider Lens™ with a focus on Digital Business Transformation and SAP Services. She has more than 12 years of experience across research and consulting including provider strategy, enterprise strategy, industry roadmaps, point-of-view papers, service provider assessment across regions. She brings in her expertise on strategy and transformation, digital insights, thought leadership, benchmarking, market assessments and go-to-market strategies.
Kiran B
Heiko Henkes
Heiko Henkes is a Director and Principal Analyst at ISG; in his role as Global ISG Provider Lens (IPL) Content Lead, he is responsible for strategic business management and acts as thought leader for IPL Lead Analysts. His core competencies are in the areas of defining derivations for all types of companies within their IT-based business model transformation. Within this context, Mr. Henkes supports companies to undergo continuous transformation, combining IT competencies with sustainable business strategies and change management. He acts as Keynote speaker in the context of digital innovation.
