ISG Enterprise CX Insights
First-of-its kind technology and business services focused industry client experience (CX) Insights powered by ISG Star of Excellence™ Program
The Enterprise CX Insights report highlights key trends in customer expectations and factors defining and changing customer experience in the IT and BPO technology and services industries. This quarterly research report will provide insights into CX trends across industries, technologies and regions.
It is based on Star of Excellence™, ISG’s own Voice of the Customer study, based on direct client feedback. ISG collects client feedback on providers and vendors through an ongoing survey (throughout the year).
Every quarter ISG will publish the industry CX Insights report to provide an insight into customer experience trends and their wider impact. CX Insights report will provide Year-over-year (Y-o-Y) analysis of CX trends every quarter.
2024 Annual ISG CX Insights
The 2024 Annual ISG CX Insights report offers a comprehensive analysis of customer experiences spanning various technologies, industries, and geographical areas. It outlines six categories of customer experience (CX) that have achieved notable satisfaction levels and identifies areas where service providers can enhance their interactions and engagement with clients.
Please download the complete 2024 Annual CX Insights report
3rd Quarter 2024 CX Insights – by Regions
This third edition of ISG CX Insights report focuses on customer experiences across regions. It gives in-depth analysis of trends and variation in customer experience (CX) scores for each region across Star of Excellence six pillars focused on execution and delivery, governance and compliance, collaboration and transparency, innovation and thought leadership, people and cultural fit, and business continuity and flexibility. Subsequent report will summarize customer experience across the entire provider landscape, viewed within the context of broader industry trends and technology developments.
| Six Pillars | Q3 2024 Satisfaction Score | Q3 2024 Importance Score | ||
| Execution and Delivery | 75.5 | 0.7% | 78.6 | -0.7% |
| Governance and Compliance | 76.2 | -0.8% | 76.4 | -0.7% |
| Collaboration and Transparency | 75.1 | -0.1% | 74.3 | -2.5% |
| Innovation and Thought Leadership | 73.7 | -0.4% | 72.3 | -3.8% |
| People and Cultural Fit | 75.5 | 0.6% | 72.5 | -2.4% |
| Business Continuity and Flexibility | 74.6 | 0.4% | 75.8 | -1.0% |
N = 2308; Highest CX Score - 96.5; Lowest CX Score - 46.4; Average CX - 75.1
Please download the complete Q3 2024 CX Insights report
2nd Quarter 2024 CX Insights – by Technologies
The 2Q24 CX insights report provides trends on enterprise customer experience for outsourcing contracts for IT and BPO service providers.
| Category | 2024 Q2 | Highest CX Score Technology | Lowest CX Score Technology |
| ITO | 71.6 | Application Development and Maintenance | Mainframes |
| BPO | 72.9 | Marketing Technology | Supply Chain Services |
| Emerging Technology | 70.1 | Cloud Native (Containers/Serverless Architecture) | Generative AI |
| Ecosystem | 70.7 | Microsoft | VMWare |
Source: ISG Star of Excellence Survey, N=1,110
Table/Picture: Average CX Scores across technology segments
The report focuses specifically on technologies and includes CX scores across technologies and outsourcing CX trends across key areas.
Please download the complete Q2 2024 CX Insights report
1st Quarter 2024 CX Insights – by Industries
The 1Q24 CX insights report provides trends on enterprise customer experience for outsourcing contracts for IT and BPO service providers. The report focuses specifically on industry verticals and includes CX scores across industries and outsourcing CX trends across key industries.
Please download the complete Q1CX Insights report
2023 Annual CX Insights
The 2023 Annual ISG CX Insights report offers a comprehensive analysis of customer experiences spanning various technologies, industries, and geographical areas. It outlines six categories of customer experience (CX) that have achieved notable satisfaction levels and identifies areas where service providers can enhance their interactions and engagement with clients.
3rd Quarter 2022 CX Insights – by Regions
This third edition of ISG CX Insights report focuses on customer experiences across regions. It gives in-depth analysis of trends and variation in customer experience (CX) scores for each region across Star of Excellence six pillars focused on execution and delivery, governance and compliance, collaboration and transparency, innovation and thought leadership, people and cultural fit, and business continuity and flexibility. Subsequent report will summarize customer experience across the entire provider landscape, viewed within the context of broader industry trends and technology developments.
Please download the complete Q3CX Insights report
2nd quarter 2023 CX Insights – by Technologies
The 2Q23 report provides insights on the enterprise CX for managed service providers for diverse ITO and BPO services. It details trends and variations in CX for each technology service when analyzed across industries and geographies.
Data collected till July 2023 | n=981
Please download the complete Q2CX Insights report
1st Quarter 2023 CX Insights – by Industries
The 1Q23 report provides insights on enterprise CX, among enterprises, with their IT and BPO service providers and across industry verticals. It offers details on the trends and variations in CX in these industries when analyzed across geographies and technology services.
Please download the complete Q1CX Insights report
Annual 2022 CX Insights
This 2022 Annual ISG CX Insights report takes a holistic view of customer experiences across technologies, verticals, and regions. The report highlights the six CX categories, which witnessed high satisfaction scores and points out where service providers need to improve as part of their engagement with their client base.
Please download the complete 2022 Annual CX Insights report
3rd Quarter 2022 CX Insights – by Regions
This third ISG CX Insights report focuses on customer experiences across regions. Subsequent report will summarize customer experience across the entire provider landscape, viewed within the context of broader industry trends and technology developments.
Please download the complete Q3CX Insights report
2nd Quarter 2022 CX Insights – by Technology
This second ISG CX Insights report focuses on customer experiences across technologies. Subsequent reports will examine customer experience by geographic region and by technology stack. A final report each year will summarize customer experience across the entire provider landscape, viewed within the context of broader industry trends and technology developments.
Technologies with High CX scores and Technologies with Low CX scores Vs Benchmark Average CX score
Disclaimer: This chart is a simplified and incomplete list of technologies.
Please download the complete Q2CX Insights report
1st Quarter 2022 CX Insights – by Industries
The 1Q2022 report provides insights on CX, among enterprises, with their IT and BPO service providers and across industry verticals. It offers details on the trends and variations in CX in these industries when analyzed across geographies, technology
services and business functions.
Average CX Score by Industries
