Welcome to the second edition of the ISG Star of Excellence™ CX Insights, the second 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 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 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.

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

Tarun Nathooram Vaid

Tarun Nathooram Vaid

Lead Analyst, ISG Provider Lens®

As ISG’s Manager and Principal Analyst Tarun brings his 13+ years of experience in leading various research engagements both in the IT services and software. He offers ISG clients comprehensive insights on latest market trends, provider landscape, in-depth capabilities and market presence analysis of service providers and brings in extensive knowledge of the outsourcing industry. Tarun is also responsible for defining quadrants, formulating key parameters for benchmarking providers, and designing questionnaires.

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® program for Digital Infrastructure and Intelligent Operations and cloud- and AI-related ISV ecosystem studies. He is responsible for the strategic development and global expansion of the ISG Provider Lens® portfolio, analyst leadership and talent development across regions.  Additionally, Henkes drives the digital and AI transformation of the global ISG Provider Lens® program and acts as a strategic liaison between ISG’s research, advisory and sourcing organizations.  His expertise focuses on helping enterprises and technology providers translate emerging technologies into scalable business strategies, operating models and transformation initiatives. He is particularly recognized for his perspectives on cloud, AI, intelligent operations, digital sovereignty and ecosystem-driven innovation. As a keynote speaker and advisor, he regularly shares fact-based insights on how organizations can build resilient, adaptive and future-ready business foundations.