Welcome to the ISG Star of Excellence™ CX Insights, the first in a series of quarterly reports for 2025 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 1Q25 ISG CX report highlights key patterns in enterprise satisfaction with their service providers, offering a comprehensive perspective on how organizations perceive the value and performance of their ITO and BPO partners.
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
Namratha Dharshan
Namratha brings over 21 years of market research experience, leading the ISG Provider Lens™ program focused on BPO and AI and Analytics. Namratha also leads the India Research team and is a speaker on ISG’s flagship platform, the ISG Index.
