ISG Star of Excellence™ CX Insights 1Q23

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Kiran B

Kiran B

Heiko Henkes

Heiko Henkes

Welcome to the first edition of the ISG Star of Excellence™ CX Insights for 2023, the first in a series of quarterly reports to shed light on what enterprise buyers think about their IT and business services providers. The ISG CX Insights report 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 1Q23 ISG CX Insights report focuses on customer experiences across different industry verticals. Subsequent reports summarize customer experience across the entire provider landscape, viewed within the context of different geographic regions and technology developments.

We hope you find the insights contained in this report interesting and valuable. We welcome your feedback.

Please download the report.
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About the authors

Kiran B

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

Heiko Henkes serves as Managing Director and Principal Analyst at ISG, where he oversees the Global ISG Provider Lens™ (IPL) Program for all IT Outsourcing (ITO) studies alongside his pivotal role in the global IPL division as strategic program manager and thought leader for IPL Lead Analysts. Additionally, Henkes heads the Star of Excellence, ISG's global customer experience initiative, steering program design and its integration with IPL and ISG’s sourcing practice. His expertise lies in guiding companies through IT-based business model transformations, leveraging his deep understanding of continuous transformation, IT competencies, sustainable business strategies, and change management in a Cloud-AI-driven business landscape. Henkes is renowned for his contributions as a keynote speaker on digital innovation, where he shares insights on leveraging technology for business growth and transformation.

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