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ISG Tech Industry CX Index

First-of-its kind technology and business services focused industry client experience (CX) Index powered by ISG Star of Excellence™ Program

The Tech industry CX Index 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 Index to provide an insight into customer experience trends and their wider impact. CX Index will provide Year-over-year (Y-o-Y) analysis of CX trends every quarter.

CX-Index-Cycle

3rd Quarter 2022 CX Index – by Regions

This third ISG CX Index 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.

3Q22-CX-Scores-Region

Please download the complete Q3CX Index report

2nd Quarter 2022 CX Index – by Technology

This second ISG CX Index 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

Technologies-High-CX-Score

Disclaimer: This chart is a simplified and incomplete list of technologies.

Please download the complete Q2CX Index report

1st Quarter 2022 CX Index – 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

Average-CX-Scores

Please download the complete Q1CX Index report