ISG Star of Excellence™ CX Insights 2Q25

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Tarun Vaid

Tarun Vaid

Kiran B

Kiran B

Namratha Dharshan

Namratha Dharshan

Welcome to the ISG Star of Excellence™ CX Insights, the second 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 2Q25 ISG CX 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.

Please download the report.
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About the authors

Tarun Vaid

Tarun Vaid

Tarun Vaid is the Senior Lead Analyst covering service line such as Digital Business and SAP Ecosystem. Tarun brings in more than decade of research experience across covering areas such as enterprise application, data management, digital transformation, and SAP Services. Some of the ley research work delivered by Tarun covers tracking IT spending across enterprise application software, drafting though leadership, consulting clients on latest trend and business use cases. Additionally, he has been responsible for delivering end-to-end research projects, working along with internal stakeholders in delivering various consulting projects.
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.
Namratha Dharshan

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.

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