ISG Star of Excellence™ - 2024 Awards
“This year, the number of client nominations for awards more than doubled. This feedback helps providers understand how customers perceive them and expands ISG’s knowledge of providers and ecosystems, strengthening our research and sourcing advisory services,” said John Boccuzzi, Partner ＆ President, ISG Research. “Overall CX scores for the top 60 providers, which represent a significant portion of the entire services industry, have increased by 8 percent compared with the prior year.”
Heiko Henkes, ISG Provider Lens managing director and principal analyst, who oversees the ISG Star of Excellence program, said providers are facing especially high expectations from their customers. “Enterprises are demanding more from their providers than ever before, especially in the era of AI,” Henkes said. “Providers are struggling to meet those high expectations, largely because the ROI on AI investments is yet to be fully realized.”
The ISG Star of Excellence Awards, part of the ISG Provider Lens™ research program, is the premiere industry recognition program for the technology and business services industry. Providers are ranked on the quality of their services based on direct feedback from enterprise customers in the areas of Business Continuity and Flexibility; Collaboration and Transparency; Execution and Delivery; Governance and Compliance; Innovation and Thought Leadership, and People and Cultural Fit.
The winners were chosen from among a group of more than 3000 service providers and technology providers ISG analyzes and evaluates each year. This year, ISG received thousands of evaluations from enterprise clients with roles in IT, operations, lines of business, procurement and vendor management and other areas, and operating in the Americas, EMEA and Asia Pacific.
~240+ | ~2600 | ~2000+ |
~2,550 | 70% | 13 |
Overall Awards
Service Providers
- Accenture
- Capgemini
- Persistent Systems
Technology Provider
- Cisco
Universal Awards
- Universal (Global) Region - Hexaware
- Universal BPO - HCLTech
- Universal Emerging Tech. - LTIMindtree
- Universal Industry Award - HPE
- Universal ISV Ecosystem - LTIMindtree
- Universal ITO - Persistent Systems
CX Partnership Awards
- Most Adaptable Partner – Persistent Systems
- Most Collaborative Partner – Capgemini
- Most Flexible Partner – Genpact
- Most Innovative Partner – IBM
- Most Successful Implementation Partner – ITC Infotech
- Most Trusted Partner – HPE
Regional Awards
- AMERICAS – Persistent Systems
- APAC – Tech Mahindra
- EMEA - TCS
CX Star Performers
| IPL Study 2024 | CX Star Performer |
|---|---|
| Microsoft Cloud Ecosystem | Bechtle |
| Salesforce Ecosystem Partners | Hexaware |
| 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 | |
| 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 |
| Generative AI | HCLTech |
*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.
