Provider Solutions

John is President of ISG Research, responsible for the ISG Research business globally. Under his leadership, ISG Events has grown its suite of flagship events to fuel learning, sharing and connecting and added impactful, action-oriented AI content to drive enterprise adoption at scale. He has also been key to the assimilation of Ventana Research into ISG Software Research since the November 2023 acquisition. He joined ISG in 2019 and most recently was Partner and Chief Sales Officer, ISG Research.

John has twenty-five years of executive and sales management experience in the retail and data analytics industries, working with enterprises, technology and software companies globally to help them achieve operational excellence and accelerate growth. He has created and co-hosted several LinkedIn Live broadcast series focused on technology, client service and the business services market, and is a published author on the topic of customer experience and the impact of AI.

He earned a degree in management and entrepreneurial Studies from Bryant University in Smithfield, Rhode Island. 

What he does at ISG

Jan Erik and his team provide ISG’s advisors and its clients with essential research and insight into the rapidly evolving technology and business process outsourcing landscape, the major players and innovators in those markets and the relative competitive value they deliver. He sees his core role as empowering excellence—in his team, in ISG’s advisors’ knowledge and ability to deliver, in provider solutions and in client relationships and outcomes.

Past achievements for clients

Since spearheading the creation of ISG Provider Lens, one of the firm’s signature research publications, Jan Erik has continuously expanded its geographic and subject matter breadth, listening to both clients and the provider community to create a truly comprehensive resource.

As a research partner, principal analyst and global head of ISG Provider Lens, Jan Erik has, among his many accomplishments:

• Advocated for and built a core team of analysts in India into a global research powerhouse, creating one of the industry's most trusted and sought-after research organizations.
• Introduced research solutions specific to the public sector, creating sophisticated and dedicated reporting and insights that deliver the depth and quality of private sector research to local and state governments.
• Leveraged his deep interest in living responsibly and sustainably to help ISG become a leader in ESG best practices, and to provide its clients with research to help them do the same across their businesses and provider networks.

Nils Bachmann is a Partner with ISG Research.

Alex leads the Primary Research Team where he focuses on study design, panel research, and interview based research for ISG. In addition to leading the Primary Research practice at ISG, Alex also serves as the lead analyst on provider pursuit effectiveness, and helps IT service providers understand how they can improve performance in the competitive process. 

Howard Davies is a Partner with more than 25 years of experience in sourcing, operational management, automation and benchmarking of IT and business services. He is currently responsible for the Retail, CPG, Travel, Transportation, Oil and Gas sectors in the UK.

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.

Iain leads ISG’s Future of Work, Customer Experience and ESG solutioning redefining business models and operating models to drive out new ways of working with a CX and ESG focus. He joins up end to end value chains across a number of markets and advises clients on where digital and technology can be used to maximise benefit.  A regular Keynote speaker and online presenter, Iain has also authored several eBooks on these subjects.

Karen Healy is responsible for establishing and growing a global portfolio of ISG thought leadership conferences and events.  Karen joined ISG in 2016 and has rapidly developed a portfolio of events that explore, inform and advise on the benefits and productivity gains afforded organizations through digital transformation. An accomplished events executive with a strong track record in leading BtoB conference and events businesses, Ms. Healy has over 30 years’ experience in Technology Research and Advisory businesses. She has a proven track record of innovation, aggressive growth and significant profit contributions as well as extensive experience leading and developing cross-functional teams of employees and outside service providers. Karen holds a MBA in Marketing from the University of New Haven and a BSc in Business and Marketing from Fordham University.

Heiko Henkes serves as Managing Director and Principal Analyst at ISG, where he oversees the Global ISG Provider Lens (IPL) Program for all IT Outsourcing (ITO) studies alongside his pivotal role in the global IPL division as strategic program manager and thought leader for IPL Lead Analysts. Additionally, Henkes heads the Star of Excellence, ISG's global customer experience initiative, steering program design and its integration with IPL and ISG’s sourcing practice. His expertise lies in guiding companies through IT-based business model transformations, leveraging his deep understanding of continuous transformation, IT competencies, sustainable business strategies, and change management in a Cloud-AI-driven business landscape. Henkes is renowned for his contributions as a keynote speaker on digital innovation, where he shares insights on leveraging technology for business growth and transformation.

Stanton helps enterprise technology leaders, IT service providers and buy- and sell-side professionals make sense of the global IT services sector. Stanton's weekly briefing - the Index Insider - is read by thousands of industry stakeholders each week.

Ruchika Kakkar is a Director and Principal Analyst at ISG.

Rob leads and manages the business software research and advisory team focusing on the intersection of information technology and applications across the front- and back-office areas of enterprises. Rob leads the Office of Finance practice and the AI for Business efforts and is a book author and thought leader on integrated business planning (IBP). Prior to ISG and two decades at Ventana Research, he was an equity research analyst at several firms including Credit Suisse, Morgan Stanley and Drexel Burnham, and a consultant with McKinsey and Company. Rob was an Institutional Investor All-American Team member and on the Wall Street Journal All-Star list. Rob earned his BA in Economics/Finance at Hampshire College, an MBA in Finance/Accounting at Columbia University and is a CFA charter holder.

David manages the software research and advisory for IT and leads the expertise in AI.  He oversees the team and expertise areas for software used by IT and for what is used by business. David leads the software research efforts in AI for IT and AI-infused software building on over three decades of experience in data and analytics. For decades, he has brought to market leading-edge analytics and data products in marketing and product leadership positions at Pivotal (a division of EMC), Vertica Systems, Oracle, Applix, InforSense, and IRI Software. David earned his MS in Business from Bentley University and a BS in Economics from the University of Pennsylvania.

Aman Munglani is a Senior Director and Principal Analyst with ISG Provider Lens.

Chris Pattacini is a Partner at ISG, with more than 30 years of industry experience. As an experienced IT outsourcing and benchmarking consultant, Chris is a recognized industry leader who utilizes state of the art benchmarking tools for project-based support of outsourcing transactions for large corporate clients. Chris’s expertise includes market price intelligence for various business and IT services. He currently manages the ProBenchmark platform.

Paul Reynolds leads Momentum, a division of ISG that provides research services to help service providers better target, win and retain business. Paul has 25 years of market research experience with specific expertise in methodology development, data analytics and research process design. Having found many service providers’ Advisor Relations functions to lack appropriate analytics, Paul is working to develop innovative new approaches that allow for data-driven programs based on the unique needs of each client. His approach benefits Advisor Relations, go-to-market functions, sales, strategy, marketing, and market/competitive intelligence teams.

Sunder Sarangan is focused on the success of the provider ecosystem at ISG. He leads various programs and products as part of the leadership team for ISG Research. Additionally, he is responsible for new products that address the specific needs of niche and specialized providers and their market success.

Mark is the leader and responsible for the overall software research and advisory for business and IT at Ventana Research, now part of ISG. He is an expert in enterprise software and defines the blueprint for AI software research and for digital modernization across people, processes, information and technology. Mark has held CMO and product roles at software providers and companies like SAP and Oracle. Mark founded Ventana Research over two decades ago and was the CEO and Chief Research Officer and worked in the technology sector for over 30 years leading innovations in research and technology. Mark is an Eagle Scout and volunteers in Scouting enabling youth to reach their full potential.