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ISG Star of Excellence™ - 2024 Awards

 

In 2024, ISG will continue to reward service and technology providers that showcase exceptional client-centricity in their services and solutions.

The available awards are divided into established and valued overall, universal and also new CX-specific awards, which we will publish at the Sourcing Industry Awards Gala in November, and ISG Provider Lens (IPL) study-specific CX Star Performer Awards, which will be announced during the year alongside the IPL study results.

Below are the key categories for which providers will be awarded in 2024:

Overall Star of Excellence™ Award – Service Providers
Eligibility Criteria:
  • A minimum of 20 responses, with at least 30% independently* sourced by ISG.
  • Customer response coverage across regions and at least 75% of all evaluated industries and technologies.
  • Above-average CX score.
    • The top three providers with the highest CX scores will receive this prestigious award.
Overall Star of Excellence™ Award – Technology Provider
Eligibility Criteria:
  • A minimum of 10 responses across all industries, with at least 30% independently* sourced by ISG.
  • Customer response coverage across regions and at least 75% of all evaluated industries, with above-average CX scores.
    • The provider with the highest CX score will win the award.
Universal Star of Excellence™ Awards – Service Providers

1. Industry Award
Eligibility Criteria:
  • A minimum of 10 responses across all industries.
  • Customer response coverage for at least 75% of all evaluated industries, with above-average CX scores.
    • The provider with the highest CX score wins the award.
2. Region (Global) Award
Eligibility Criteria:
  • A minimum of 5 responses per region, with at least 20 responses across all regions.
  • Customer response coverage across regions, with above-average CX scores.
    • The provider with the highest CX score wins the award.
3. ITO Award
Eligibility Criteria:
  • A minimum of 20 responses across ITO technologies.
  • Customer response coverage for at least 75% of all evaluated ITO technologies, with above-average CX scores.
    • The provider with the highest CX score wins the award.
4. BPO Award
Eligibility Criteria:
  • A minimum of 20 responses across BPO disciplines and technologies.
  • Customer response coverage for at least 75% of all evaluated BPO technologies, with above-average CX scores across those technologies.
    • The provider with the highest CX score wins the award.
5. Emerging Tech. Award
Eligibility Criteria:
  • A minimum of 20 responses across all emerging technologies.
  • Customer response coverage for at least 75% of all evaluated emerging technologies, with above-average CX scores.
    • The provider with the highest CX score wins the award.
6. ISV Ecosystem Award
Eligibility Criteria:
  • A minimum of 20 responses across all ecosystems.
  • Customer response coverage for at least 75% of all evaluated ISV ecosystems, with above-average CX scores.
    • The provider with the highest CX score wins the award.
(NEW in 2024) CX Partnership Star of Excellence™ Awards – Providers
Eligibility Criteria:
  • Minimum 20 responses, at least 30% independently* sourced by ISG.
    • The provider with the highest CX score wins the award.
  • Highest CX scorer wins the award for:
    • Business Continuity and Flexibility
    • Collaboration and Transparency
    • Execution and Delivery
    • Governance and Compliance
    • Innovation and Thought Leadership
    • People and Cultural Fit
(NEW in 2024) CX Star Performer – A global winner for each IPL Study

Providers with the highest CX scores for each service line at the end of each ISG Provider Lens™ report research cycle will be recognized as CX Star Performers. The announcement will take place as part of the sneak previews of all IPL studies.
Note: Responses submitted for each service line will remain valid for one year until the next ISG Provider Lens™ report refresh cycle.

Eligibility Criteria:

  • Minimum five responses for the respective service line
  • The highest CX scorer wins the award for the respective IPL Study (e.g., Cloud, Procurement, Banking, SAP-related Services or many other topics)

CX Star Performers

IPL Study 2024 CX Star Performer
Salesforce Ecosystem Partners Hexaware
Microsoft Cloud Ecosystem Bechtle
Procurement BPO and Transformation Services PwC
Mainframes – Services and Solutions HCLTech
SAP Ecosystem Partners Infosys
ServiceNow Ecosystem Partners KPMG
Digital Engineering Services Persistent Systems
Chemical Industry Services and Solutions Accenture
HR Outsourcing and Transformation Services Accenture
eMobility HCLTech
Cybersecurity Zensar Technologies
Google Cloud Partner Ecosystem Genpact
Life Sciences Digital Services Cognizant
Network — Software Defined Services and Solutions Tech Mahindra
Private/Hybrid Cloud - Data Center Services Green
Finance and Accounting Outsourcing Services Accenture
Retail and CPG Services HCLTech
Payroll Services and Solutions EY
Future of Workplace Services HCLTech
Future of Workplace Solutions Google
Contact Center — Customer Experience Services HCLTech
Next-Gen ADM Services Persistent Systems
Supply Chain Services Genpact
Workday Ecosystem Partners Invisors
AWS Ecosystem Partners Persistent Systems

 


*A general note regarding the aim to run Star of Excellence as an unbiased CX Program: A rule of large numbers overrides the eligibility criterion that at least 30% of the responses must come from independent sources (ISG-sourced provider customers). This exception applies when a provider nominates many customers, which leads to more than 50 responses.