Welcome to the fourth edition of the ISG Star of Excellence™ CX Index, the fourth in a series of quarterly reports that will shed light on what enterprise buyers really think about their IT and business services providers. The ISG CX Index is the only research series of its kind based on continuous feedback from enterprise customers, gathered through ISG’s ongoing Voice of the Customer survey.
This fourth ISG CX Index 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.
We hope you find the insights contained in this report interesting and valuable. We welcome your feedback.
Please complete the form to download the report.
This fourth ISG CX Index 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.
We hope you find the insights contained in this report interesting and valuable. We welcome your feedback.
Please complete the form to download the report.
About the authors
Arun Kumar Singh
Arun is Principal Analyst and Sr. Research manager at ISG Research. He has more than 16 years of experience as a technology analyst and advisor with strong product strategy, industry research and consulting skills. Have worked closely with multiple stakeholders in the technology domain delivering projects around product development and strategy, go-to-market strategy, patent (intellectual property) research, competitive intelligence, and M&A advisory. He has published multiple research studies on enterprise applications, security, and managed workplace services. Based out of ISG Bangalore office, Arun is responsible for delivering the ISG provider lens study on Cybersecurity Solutions and Services for UK and Nordics region and Oracle ecosystem. He regularly writes about latest cybersecurity industry trends and works closely with ISG advisors to deliver on ad-hoc research requirements related to market, competitive intelligence & location analysis.
Kiran B
Kiran works as a Data Analyst and has a professional experience of 7+ years. He has pursued master’s in Computer Vision and has worked in multiple fields such as IT and Hospitality. He has worked on market segmentation, customer segmentation and derived insights from customer data and had used it to generate additional revenue. He is passionate about research and analysis and has done advanced exploratory data analysis. He has also worked on data science projects such as ‘Time Series Forecasting’ and ‘Natural Language Processing’ using Neural Networks, in the past. He is currently responsible for insights derivation and automating several tasks using Python.
Heiko Henkes
Heiko Henkes is a Director and Principal Analyst at ISG; in his role as Global ISG Provider Lens (IPL) Content Lead, he is responsible for strategic business management and acts as thought leader for IPL Lead Analysts. His core competencies are in the areas of defining derivations for all types of companies within their IT-based business model transformation. Within this context, Mr. Henkes supports companies to undergo continuous transformation, combining IT competencies with sustainable business strategies and change management. He acts as Keynote speaker in the context of digital innovation.
