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In 2025, 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 2025:

Overall Star of Excellence™ Award – Service Providers

Eligibility Criteria:

• Minimum 20 responses
• Customer response coverage across 50% of all regions and industries
• Above-average CX score
  • The top three highest CX scorers win this prestigious award

Overall Star of Excellence™ Award – Technology Provider

Eligibility Criteria:

• Minimum 20 responses
• Customer response coverage across 50% of all regions and industries
• Above-average CX score
  • The highest CX scorer wins the award

Universal Star of Excellence™ Awards – Service Providers

1. Industry Award

   Eligibility Criteria:

   • Minimum 10 responses across all industries
   • Feedback for 50% and more of all industries with above-average CX scores
     • The highest CX scorer wins the award
2. Region (Global) Award

   Eligibility Criteria:

   • Minimum 20 responses
   • Above average CX scores across all regions with above-average CX scores
     • The highest CX scorer wins the award
3. ITO Award

   Eligibility Criteria:

   • Minimum 20 responses across technologies
   • Feedback for 50% and more of all ITO technologies with above-average CX scores across technologies
     • The highest CX scorer wins the award
4. BPO Award

   Eligibility Criteria:

   • Minimum 20 responses across all disciplines
   • Feedback for 50% and more of all BPO technologies with above-average CX scores across technologies
     • The highest CX scorer wins the award
5. Emerging Tech. Award

   Eligibility Criteria:

   • Minimum 20 responses across all emerging technologies
   • Feedback for 50% and more of all Emerging Technologies with above-average CX scores
     • The highest CX scorer wins the award
6. ISV/Cloud Vendor Ecosystem Award

   Eligibility Criteria:

   • Minimum 20 responses across all ecosystems
   • Feedback for 50% and more of all ISV (Cloud) Ecosystems with above-average CX scores
     • The highest CX scorer wins the award

CX-Pillar Star of Excellence™ Awards – Providers

Eligibility Criteria:

• Minimum 20 responses, at least 30% independently* sourced by ISG
• Highest CX scorer wins the award for:
  • Collaboration and Transparency
  • Execution and Delivery
  • People and Cultural Fit
  • Governance and Compliance
  • Innovation and Thought Leadership
  • Business Continuity and Flexibility

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^TM report refresh cycle.

Eligibility Criteria:

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

 *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.