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 2025 CX Insights
The Q2 CX Insights report examines enterprise satisfaction across six CX pillars, based on feedback from over 300 organizations. This edition highlights strong collaboration but also growing concerns around governance, innovation, and business continuity, offering a clear view of how enterprises evaluate the performance of their ITO and BPO partners.
Download the complete Q2 2025 CX Insights report
1st Quarter 2025 CX Insights
The Q1 ISG CX Insights report provides a data-driven view of customer satisfaction across six core pillars that define the CX journey. This edition highlights key patterns in enterprise satisfaction with their service providers, offering a comprehensive perspective on how organizations perceive the value and performance of their ITO and BPO partners.
Download the complete Q1 2025 CX Insights report
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% |
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.
