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.
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
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.
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.
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.
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.
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